Service Operations Manager

LVT•American Fork, UT

About The Position

The Service Operations team’s mission is to drive the strategy, processes, and initiatives that enable LVT’s Customer Experience teams to deliver a world-class experience. Reporting to the Sr. Director of Strategy & Operations, the Service Operations Manager serves as a strategic partner and the analytical engine of the post-sales organization. This role goes beyond standard data analysis to architect scalable, hands-on process engineering frameworks, ensuring that all post-sales teams operate with data-backed efficiency, predictable quality, and long-term operational excellence. This particular position requires registering with the state of Utah as an Alarm Agent. This process includes a federal background check/fingerprinting and an application.

Requirements

6-10+ years in Business Operations, Revenue Operations, Service Operations, GTM Strategy, FP&A, Service Operations, Data Analytics, or a similarly analytical operating role, with proven ownership of complex cross-functional programs.
Ability to connect operational analysis to company strategy, revenue growth, GTM efficiency, capacity planning, customer experience, and resource allocation decisions.
Ability to become an expert on systems. Expert-level Excel or Google Sheets skills, with experience building forecasting, scenario planning, capacity, funnel, and multi-variable models.
Experience designing scalable processes, handoffs, escalation paths, accountability frameworks, reporting workflows, and operating rhythms with measurable business outcomes.
Ability to diagnose complex business problems using funnel analysis, cohort analysis, trend analysis, segmentation, forecasting, process analysis, and root cause analysis.
Ability to translate complex analysis into clear narratives, business cases, recommendations, and tradeoff discussions for senior leaders and cross-functional stakeholders.
Strong judgment on prioritization, execution feasibility, stakeholder alignment, rollout planning, training, adoption tracking, and iteration.
Scrappy, independent, and highly accountable, with a bias toward building durable systems, documentation, templates, and processes that make the organization better over time.

Nice To Haves

Strong BI experience in tools like Tableau, Looker, or similar platforms is preferred.

Responsibilities

Lead Strategic Initiatives: Own complex, cross-functional projects that improve revenue predictability, pipeline efficiency, customer expansion, and operational scalability from discovery through implementation, adoption, and measurement.
Own Planning, Forecasting & Operational Intelligence: Build and improve forecasting, pipeline coverage, quota capacity, productivity, and GTM performance models. Own the reporting suites, KPI frameworks, and analytical infrastructure leadership uses to run the business.
Drive Business Cases: Model the impact of pricing, product mix, discounting, conversion rates, attach rates, capacity, and market assumptions. Translate findings into executive-ready recommendations, investment cases, and strategic tradeoff decisions.
Improve Data Quality: Identify root causes, improve data quality standards, and partner with teams to drive measurable performance improvements. Partner with Data, Finance, IT, and GTM Systems to strengthen data warehouses, ERP/service platforms, and reporting workflows.
Support Annual & Quarterly Planning: Partner with leadership on planning, quota setting, capacity planning, segmentation, headcount planning, and goal-setting. Turn strategic priorities into clear operating plans and execution rhythms.
Build Scalable Operating Frameworks: Design processes that can scale without unnecessary manual work or operational overhead.
Drive Cross-Functional Execution & Change Management: Align cross function teams and stakeholders to clarify tradeoffs, remove blockers, and drive adoption of new processes, dashboards, planning tools, and operating rhythms.