Service Operations Manager

NorthPoint Development•Kansas City, MO

1d•Onsite

About The Position

This position is on-site in Kansas City, MO. About WarehouseQuote: At WarehouseQuote, our clients hire us to manage their 3PL Warehousing Network. We do this by leveraging technology, data intelligence, and operational excellence to drive clarity, growth, and innovation with excellence in all that we do. WarehouseQuote has built an integrated network of warehouses that can provide customers with on-demand scalable capacity. Customer inventory inside the WarehouseQuote network is managed by proprietary technology that can be utilized to provide real-time inventory visibility and forecasting. What weve been able to accomplish is not possible without our people, culture, and core values. Its our not so secret sauce. - Benjamin Hagedorn (CEO) This role drives consistent operational execution and continuous improvement into our clients supply chain by: Ensuring outstanding day-to-day execution and communication across our client accounts Identifying and coaching the team on issue resolution and exception management Championing technology, automation, and artificial intelligence Mitigating order exceptions

Requirements

The ideal Service Operations Manager is a player-coach : someone who can roll up their sleeves when needed, but who primarily drives outcomes by developing people, strengthening systems, and reinforcing expectations.
Core Values Alignment Put People First - We believe trust is the foundation of all relationships. We maintain that trust by showing grace while also challenging each other to operate our business in a way that maintains our culture of appreciation, respect, and transparency.
Take Ownership of Every Situation We take ownership and are accountable for our actions. We do this by striving to admit, learn, and grow from failure and mistakes. We identify difficult situations as a privilege and an opportunity to provide value to our stakeholders.
Do The Right Thing Every Time - We have the integrity to make the tough decision. When encountering challenges and opportunities, we never abandon our values or put others at risk. Following the Golden Rule makes us proud of our work and the relationships we build with one another.
Maintain Financial Discipline - We will exercise prudence in all financial decisions and will never risk the long term health of the company for short term gain. We hold the belief that today's sacrifices are tomorrow's rewards and the work we do as a company will serve as an example of our respect for each other.
Live Generously - We are the best versions of ourselves when we selflessly and humbly given of our time and talent to make a positive impact on those around us.

Responsibilities

Team Leadership & Coaching Directly manage, coach, and develop a team of Account Coordinators supporting client accounts.
Establish clear daily/weekly expectations for order management workflows, responsiveness, and documentation.
Conduct regular 1:1s, performance check-ins, and feedback conversations to support growth and accountability.
Lead onboarding and training for new team members; ensure long-term role readiness
Culture champion for WHQ operations.
Operational Execution & Quality Control Ensure high-quality execution of daily order management activities, including adherence to and improvement of Standard Operating Procedures and guiding workflows for each customer into a common, repeatable process that leverages the full power of our internal operating technology.
Monitor work queues and performance to ensure orders are processed correctly, identify root cause issues for order exceptions, meet client commitments and SLAs, and escalate service issues appropriately and promptly.
Serve as the internal and client-facing escalation point when issues are complex, high-impact, or time-sensitive.
Metrics, Reporting & Accountability Track and report on key operational metrics, such as order accuracy rate, exception volume and root cause trends, and SLA compliance/turnaround time.
Use data and observations to coach performance and improve systems.
Maintain strong documentation standards to ensure the teams work is transparent and dependable.