Operations Manager – Service Department

LayerZero Power Systems Inc•Aurora, OH

13d•Hybrid

About The Position

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

Strong background in process design, workforce planning, and KPI management.
Excellent communication and stakeholder management skills.
Proven ability to lead teams, manage change, and deliver results in a fast-paced environment.
Bachelor’s degree in Business Administration, Operations Management, or related field (preferred).
5+ years of experience in operations, with at least 2 years in a leadership role.
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

Responsibilities

Operational Leadership and help create a high functioning post-order team
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