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

Sutherland • Tulsa, OK

12d • 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 building and maintaining client and team relationships, analyzing reports and observations to develop effective strategies, recommending process improvements, managing performance and service quality to support customer satisfaction, and identifying staff training needs.

Requirements

• At least 5 years of Operations Management experience within the tech domain or vertical.
• Experience managing a program headcount of 100 or more.
• Ability to coach, mentor, and develop direct reports to meet or exceed client KPIs and metrics.
• Must be able to work onsite in Tulsa, Oklahoma, and be based in or near the Tulsa area.
• Open to minimal travel, averaging up to twice per year.
• 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/or team members, understand their needs, resolve issues, and meet expectations.
• Develop effective strategies based on accurate and meaningful data reports, analysis, and observations.
• Recommend process enhancements to improve ease and efficiency.
• Oversee and manage performance and service quality to support customer satisfaction.
• Determine training needs to 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