Service Operations Manager

WHIZZ•New York, NY

About The Position

We are looking for a hands-on, results-oriented Service Operations Manager to oversee daily operations in our service department. The focus of this role is on leading a team of mechanics, maintaining high repair quality standards, and ensuring all bikes are serviced efficiently and on time. You’ll be responsible for organizing workflow, managing inventory, and tracking KPIs to keep performance on target. This role requires a proactive leader who can balance technical expertise with strong people management and problem-solving skills.

Requirements

Proven track record in managing technical teams, repair centers, or fleet maintenance operations.
Strong analytical skills and proven problem-solving abilities with attention to detail.
Excellent communication skills with the ability to interact effectively with riders and team members.
Mechanical experience with electric bicycles or bicycle mechanics is a must have to be considered for this position.

Responsibilities

Define and implement best practices for bike builds and complex repairs across service teams.
To oversee and assign workload efficiently, ensuring 24/7 operations and maintaining a seamless flow.
To manage all aspects of repair workflow: intake, job prioritization, service parts management, timely completion, and quality checks.
To conduct performance evaluations for each mechanic, being the first point of contact for service-related issues among the team.
To manage general store tasks, including opening/closing, participating in marketing events, and attending ongoing staff meetings to improve department and company operations.
To conduct inventory management, ensuring stock levels are maintained, and perform monthly inventory audits of tools and equipment.
To maximize rider-facing operational performance by providing help desk resources and technical advice to all service staff.