Operations Manager | HVAC Warranty & Manufacturing | Tech Vertical | Tulsa, OK

Sutherland • Tulsa, OK

11d • Onsite

About The Position

Sutherland is seeking an experienced Operations/Account Manager to oversee a growing Warranty & Manufacturing program within its Tech Vertical. The program focuses on B2C residential HVAC technical troubleshooting for smart home applications and thermostats, customer inquiry resolution, warranty registration processing, fee collection, and dealer referrals across the client's residential brands.

The role involves maintaining communication with clients and team members, understanding needs, resolving issues, and meeting expectations. The Operations Manager will develop strategies informed by reports, data analysis, and observations; recommend process improvements; oversee performance and service quality to support customer satisfaction; and determine staff training needs. The position must be performed onsite in or near Tulsa, Oklahoma, with minimal travel of up to twice per year on average.

Requirements

• At least 5 years of operations management experience within the tech domain or vertical.
• Ability to coach, mentor, and develop direct reports to meet or exceed client KPIs and metrics.
• Experience managing a program headcount of 100 or more.
• Must be able to work onsite and be based in or near Tulsa, Oklahoma.
• Open to minimal travel, up to twice per year on average.
• Strong verbal and written communication skills.
• Solid business acumen and client-facing experience.

Nice To Haves

• Residential HVAC operations leadership experience is preferred.
• Warranty or manufacturing experience within the tech space is highly desirable.

Responsibilities

• Establish and maintain communication with clients and team members; understand needs, resolve issues, and meet expectations.
• Develop effective strategies based on data reports, analysis, and observations.
• Recommend process improvements to increase ease and efficiency.
• Oversee performance and service quality to ensure customer satisfaction.
• Determine training needs and equip staff with fundamental skills and knowledge.
• Coach, mentor, and develop direct reports to meet or exceed client KPIs and metrics.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed