Service Center Operations Manager

HANOVER CONSUMER COOPERATIVE SOCIETY INC • Norwich, VT

7d • $31 - $47 • Hybrid

About The Position

The Service Center Operations Manager is responsible for overseeing the seamless operation of two service centers, ensuring high levels of customer satisfaction, operational efficiency, and optimal technician performance. This role requires a strategic leader capable of driving both daily operational excellence and achieving key performance metrics, particularly technician utilization rates and inventory management. The Service Center Operations Manager will lead teams across multiple locations, ensuring that all resources, including technicians, are efficiently utilized to meet and exceed service delivery goals while fostering a collaborative and continuous improvement-driven culture. The individual is responsible for ensuring compliance with various certifications, including Class A and B Operator Certifications, ASE Certifications, and Vehicle Inspector Certifications, across both Vermont and New Hampshire.

Requirements

• At least 5 years of management experience in a service-oriented environment with a demonstrated ability to lead teams, manage multiple locations, and drive operational improvements in a fast-paced setting.
• Strong experience managing and optimizing technician utilization.
• Proven ability to monitor, assess, and adjust technician schedules and workloads to ensure high utilization rates that meet or exceed company targets.
• Extensive experience in overseeing the day-to-day operations of service centers, including resource allocation, scheduling, and process optimization.
• Ability to develop and implement effective service strategies.
• Excellent communication and interpersonal skills, with the ability to motivate and engage teams, manage difficult conversations, and maintain strong relationships with both customers and vendors.
• Proven ability to manage budgets, monitor cost structures, and implement cost-saving initiatives without compromising on service quality.
• Skilled at identifying and leveraging operational efficiencies.
• A passion for delivering exceptional customer service, with the ability to manage customer expectations and resolve issues promptly.
• Proactive in monitoring and improving service quality.
• Strong problem-solving skills and the ability to adapt to changing demands and priorities.
• Proven track record of handling complex situations with ease and grace.
• Deep understanding of environmental sustainability, social equity, and ethical business practices.
• Ability to inspire teams to contribute to these values through daily operations.
• While primarily office-based, this role requires occasional site visits and the ability to inspect and assess operations in service center environments.
• Flexibility to adjust work hours as necessary to meet operational needs.

Nice To Haves

• Class A and B Operator Certifications
• ASE Certifications
• Vehicle Inspector Certifications

Responsibilities

• Lead and inspire service center teams by setting a clear, inclusive vision and fostering a culture of accountability, collaboration, and continuous improvement
• Develop team capability through coaching, training, and leadership development, ensuring staff have the tools and support needed to succeed
• Oversee multi-site service center operations, ensuring efficient, consistent, and high-quality service delivery
• Delegate day-to-day oversight while maintaining visibility through strong systems, reporting, and communication
• Identify operational challenges and implement solutions to improve productivity, reduce downtime, and enhance service quality
• Optimize technician utilization through effective scheduling, workload alignment, and performance monitoring
• Partner with scheduling teams to ensure staffing levels and skillsets meet operational demand
• Ensure high levels of customer satisfaction by monitoring service quality, addressing concerns, and driving continuous improvement
• Build and maintain strong customer relationships aligned with business goals
• Monitor key performance metrics, including utilization, expenses, and team engagement
• Lead initiatives to improve cost efficiency, reduce waste, and enhance overall profitability
• Partner with internal teams to align service offerings, promotions, and customer feedback
• Foster strong communication to support organizational goals and a unified customer experience
• Drive continuous improvement of systems, workflows, and processes to increase efficiency and reduce errors
• Identify and implement new technologies and best practices to enhance service delivery
• Ensure adherence to all safety standards, regulatory requirements, and company policies
• Promote a safe work environment through consistent enforcement of safety and quality protocols
• Manage relationships with vendors and external partners to ensure quality, reliability, and alignment with company values
• Collaborate with Merchandising and other teams on vendor-related initiatives
• Model and promote company values, including sustainability, social responsibility, and community engagement
• Support initiatives that strengthen employee engagement and an inclusive workplace culture
• Adhere to all Co-op policies and procedures; Understand and adhere to the cooperative principles; Participate in department meetings and complete all required trainings for the purpose of maintaining Co-op standards
• Adhere to and model the behavior described in the Manager’s Code of Conduct; and Other duties as assigned

Benefits

• Cooperative environment
• Kindness and respect fostered
• Acceptance, equity, honesty, and belonging are lived values
• Connection strengthens the team
• Community focus
• Making a difference

What This Job Offers

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