Service Operations Manager, Business Processes

Werfen•Bedford, MA

10d•$130,000 - $165,000

About The Position

The Service Operations Manager provides leadership and strategic direction within Werfen’s North America Service and Support organization. The role manages internal and external Service and Support operations for the United States and Canada and serves as a liaison between company functional units and the North America Commercial organization. The manager develops and implements critical business operating procedures for the North America Commercial Service organization, with an emphasis on continuous improvement in customer support and satisfaction. The position collaborates across departments to improve service efficiency, increase service revenue, and control operating costs. It also assists Field Managers in resolving complex service operations and business problems by developing and implementing plans of action. The role requires international mobility and travel of up to 10%–15% of the time. The posted annual base salary range is $130,000 to $165,000. The position is eligible for medical, dental, and vision insurance, a 401(k) plan with employer match, paid vacation and sick leave, and a performance-based bonus for eligible management roles.

Requirements

Bachelor’s degree in Business, a science field such as Chemistry, Biology, or Biochemistry, or Engineering, or equivalent experience.
Seven years of experience in a sales, service/support, or managerial capacity.
Strong leadership skills.
Strategic business planning skills and ability to execute tactically.
High accountability and ability to drive accountability.
Ability to communicate and present across all levels of the organization.
Strong verbal, written, and presentation skills.
Strong motivational, interpersonal, and leadership skills.
Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
Process-oriented approach with a focus on continuous improvement.
International mobility is required.

Nice To Haves

MBA.
Project management experience.
Solid understanding of business systems, computer hardware, and software.

Responsibilities

Develop and implement policies and procedures for the North America Service and Support Organization.
Coordinate with internal support departments, including North America Commercial Operations, Client Services, IT, Strategic Business Units, Regulatory Affairs/Quality Assurance, Manufacturing, and Finance, to develop and implement cross-department processes.
Improve North America Service Operations to maximize service efficiency, increase service revenue, and control operating costs.
Assist Field Managers in resolving complex service operation and business problems, collaborating with field service management and internal support staff.
Develop and implement plans of action to address service operation and business problems.
Perform other duties as assigned.