Operations Manager

Scientific Safety Alliance•Plymouth, MN

35d•Hybrid

About The Position

For over 45 years, CSI has been a trusted leader in testing and certifying controlled environments. Originally focused on Minneapolis, we now serve the entire Midwest, working with over 600 clients in the medical device, pharmaceutical, and academic sectors. In 2023, CSI became part of SSA, a fast-growing, founder and employee-owned scientific services company that provides testing, inspection, calibration, and filtration products to over 4,000 customers nationwide. SSA is revolutionizing the way scientists navigate regulatory services—and are rapidly rising Inc. Magazine's 2024 & 2025’s lists of the 5,000 fastest-growing private companies. The Opportunity: Operations Manager We are seeking a hands-on, process-driven Operations Manager to lead day-to-day operations at one of two of our operating companies. This role bridges customer success and operations—ensuring every client receives seamless, high-quality service delivery while maintaining operational efficiency and team performance. This position manages our local Customer Success, Lab & Field Engineer teams to drive lean solutions, operational efficiency, streamline workflows, manage capacity, and optimize utilization. You’ll help shape the foundation for scalable operations as CSI continues to grow. This role will initially report to SSA’s Midwest Regional Manager and work closely with our COO, VP of Sales, and Field Operations teams to build and execute a customer-centric strategy. You will have the opportunity to shape and refine our customer engagement playbook, helping us scale personalized, high-touch support while ensuring operational efficiency. As a key advocate for our customers, you’ll also provide valuable insights that influence process improvements, service offerings, and overall business strategy.

Requirements

5+ years of experience in lean operations and continuous improvement (preferably within life sciences, cleanroom, HVAC, manufacturing or technical field service industries).
Proven ability to manage multiple priorities in a fast-paced environment.
Strong leadership and communication skills—able to motivate teams and drive accountability.
Process-oriented mindset with experience implementing systems or automation tools (CRM, ERP, or scheduling software preferred).
Commitment to customer satisfaction and continuous improvement.
Data-Driven Approach – Ability to analyze customer data and turn insights into action.

Responsibilities

Oversee Daily Service Operations: Oversee all operations of this branch which includes scheduling, dispatch, customer relationships and resource allocation to ensure timely and efficient completion of customer projects.
Own Customer Relationships: You will be the escalation point of contact for our customers, ensuring the value of our services are maximized.
P&L Responsibility: Identify opportunities for customer expansion and revenue growth.
Seamless Onboarding: Ensure a smooth transition from sales, coordinate field service deployments, and guide new customers through their first engagements.
Data-Driven Decisions: Leverage customer data and trends to drive retention strategies and continuously improve customer experience.
Refine & Scale Customer Engagement: Help build best practices, playbooks, and automation strategies to ensure a world-class customer journey.
Optimize Field Performance: Track technician productivity, utilization, and service quality; identify and implement improvements.
Bridge Communication: Coordinate between field technicians, customer success, and clients to ensure consistent information flow and issue resolution.
Drive Process Improvement: Document and refine operational SOPs, standardize workflows, and implement automation or system upgrades where possible.
Support Growth & Scalability: Contribute to capacity planning and hiring forecasts as we expand service lines and regions.
Ensure Compliance & Quality: Maintain service documentation standards, calibration schedules, and alignment with regulatory and internal QA processes.
Own Key Metrics: Track on-time service completion, technician utilization rate, and customer satisfaction (NPS) to identify trends and improvement opportunities.
Net Promoter Score: Drive Loyalty and positive customer feedback.