Regional Operations Manager

Keysight Technologies, Inc.•Roseville, CA

About The Position

Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do. Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers. Regional Operations Manager (Roseville Service Hub) Role Purpose The Service Center Manager is accountable for leading a large, multi-disciplinary service center, delivering high-quality, efficient, and customer-centric services. The role focuses on excellence in customer service delivery and customer experience, while driving product efficiency, capability innovation, and large-scale service & product supportability transformation. The Manager ensures the service center operates as a future ready, high-performing operation that continuously improves customer outcomes, operational efficiency, and organizational value.

Requirements

Should have Bachelors or Master’s degree in Science, Engineering or associated stream.
10+ yrs of experience in customer service delivery, customer engagement & experience and product efficiency management
Demonstrated capability in driving operational efficiency and service optimization
Thorough understanding of products and performance to improve supportability
Leadership experience managing large customer service or operations
Experience leading transformation, innovation, or digital enablement initiatives
Strong financial, analytical, and performance management skills
Exceptional stakeholder engagement and change leadership capability

Nice To Haves

Experience in customer operations, product management or service-based environments
Exposure to digital service platforms, automation, or AI-enabled service delivery
Customer-centric and outcomes-focused leadership
Strategic and ecosystems thinking
Products evolution and innovation
Ability to lead through change and transformation
Commercial and financial acumen
Inclusive, collaborative, and empowering leadership style

Responsibilities

Customer Service Delivery & Customer Experience
Provide operational leadership to ensure consistent, high-quality customer service across all entitled products and service lines.
Own and embed a customer-centric service model focused on customer needs, experience, and outcomes.
Define, monitor, and improve customer service standards, SLAs, KPIs, and customer satisfaction metrics - CSAT.
Act as the senior escalation point for complex or high-impact customer issues.
Use customer insights, feedback, and journey mapping to drive continuous improvement in customer experience.
Product Efficiency & Service Performance
Oversee the performance and lifecycle management of service center products and services.
Drive improvements in efficiency, productivity, and cost-to-serve through process optimization, standardization, and simplification.
Leverage data and performance analytics to improve throughput, service reliability, and product value.
Balance customer experience, service quality, speed, and cost to optimize overall service outcomes.
Ensure clear accountability for product ownership and performance.
Capability Innovation & Transformation
Lead the design and implementation of innovative service delivery capabilities, including digital services, automation, self-service, AI, and analytics.
Champion continuous improvement and innovation across the service center.
Translate strategic priorities and emerging customer expectations into scalable, future-ready service models.
Partner with technology, transformation, and business leaders to deliver end-to-end service transformation initiatives.
Build organizational agility to adapt services to evolving customer and business needs.
Workforce Leadership & Scale Management
Lead, inspire, and develop a large workforce, including Operating managers, supervisors and team leaders.
Establish clear organizational structures, role clarity, and performance expectations.
Drive workforce planning, capability development, succession planning, and talent retention.
Lead cultural and change initiatives to support high performance, innovation, and customer focus at scale.
Promote employee engagement, wellbeing, safety, and sustainable performance.
Stakeholder, Financial & Governance Management
Build strong relationships with leaders and key stakeholders to align service delivery with organizational priorities.
Manage operational budgets and resources to deliver value for money and sustainable outcomes.
Provide transparent, data-driven reporting on service performance, customer experience, risks, and transformation progress.
Ensure strong governance, risk management, and compliance across all service center operations.