Operations Manager – Service Department
About The Position
LayerZero Power Systems Inc. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability, innovation, and customer satisfaction, we deliver advanced power systems products that ensure uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the data center (our main focus), financial, computer service provision, and semiconductor manufacturing sectorsLayerZero Power Systems is on a trajectory of sustained growth, with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers. Position Description: Operations Manager – Service Department The Operations Manager will oversee the daily operations of the Service Department, ensuring efficient processes, high-quality customer delivery, and alignment with organizational goals. This role requires a strategic leader who can balance operational rigor with people development, strategic thinking, driving continuous improvement and scalable systems.
Requirements
- 3+ years of experience in customer support, technical support, or field service coordination
- Strong problem-solving skills with ability to navigate ambiguity and drive resolution
- Familiarity with CRM systems (e.g., Salesforce, Zendesk) and ticketing workflows
- Excellent written and verbal communication skills
Nice To Haves
- Experience in manufacturing, power systems, or industrial services preferred
- Bachelor’s degree in Business Administration, Operations Management, or related field (preferred).
Responsibilities
- Operational Leadership and help create a high functioning post-order tea
- Manage day-to-day service operations, including scheduling, resource allocation, and workflow optimization, program management, and project management
- Ensure service delivery meets customer expectations and contractual obligations.
- Monitor KPIs such as response times, resolution rates, and customer satisfaction.
- Team Management & Development
- Lead, coach, and develop service staff to achieve performance and career growth.
- Implement training programs to enhance technical and customer service skills.
- Foster a culture of accountability, safety, and continuous improvement.
- Process & Systems design, improvement, and implementation plan
- Design and implement scalable processes for service delivery, reporting, and escalation.
- Partner with cross-functional teams (Sales, Engineering, HR) to align service operations with company goals.
- Drive adoption of new tools and systems (e.g., scheduling tools, project management tools, operational efficiency programs) to improve efficiency.
- Customer & Partner Engagement
- Serve as a key point of contact for clients and agency partners.
- Ensure proactive communication on service needs, updates, and performance metrics.
- Collaborate with external vendors to maintain service quality and compliance.
- Strategic Planning & Reporting
- Provide executive-level updates on workforce performance, risks, and opportunities.
- Develop dashboards and reports for leadership review.
- Contribute to succession planning and long-term talent architecture.
- Issue Resolution & Escalation Management
- Own and resolve escalated customer cases that exceed Tier 1 scope, including technical troubleshooting, service delays, and product performance concerns
- Collaborate with engineering, field service, and supply chain teams to drive resolution and communicate updates to customers
- Document case history, resolution steps, and lessons learned in CRM and knowledge base systems
- Process Improvement & Feedback Loops
- Identify recurring issues and partner with operations to implement corrective actions
- Provide structured feedback to product, training, and quality teams to improve documentation, processes, and customer outcomes
- Support root cause analysis and post-mortem reviews for high-impact incidents
- Customer Communication & Retention
- Deliver clear, professional, and empathetic communication to customers throughout the resolution process
- Reinforce service commitments and escalate internally when customer satisfaction is at risk
- Support onboarding and training of Tier 1 agents to improve first-contact resolution
Benefits
- Competitive pay with performance incentives
- 100% company-paid medical, dental, and vision
- 401(k) with company match
- 3 weeks PTO, 8 paid holidays, and 2 floating holidays
- Flexible work environment (onsite, hybrid))
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
251-500 employees
