Service Operations Manager

Life Fitness•Rosemont, IL

5d•Hybrid

About The Position

The Service Operations Manager leads the administrative and operational support functions of our field service organization. In this highly visible role, you will oversee teams responsible for dispatching, third-party technician coordination, customer support, and service reporting while driving operational excellence and customer satisfaction. This position is ideal for a collaborative and analytical leader who thrives in fast-paced environments, values process improvement, and is passionate about building high-performing teams and scalable service operations. This is a hybrid position primarily based out of our Global Support Hub in Rosemont, IL. Monday and Friday are remote, with Tuesday through Thursday designated as in-office collaboration days.

Requirements

Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field preferred; equivalent experience considered.
5+ years of experience in field service operations, service coordination, dispatch management, or related operational leadership roles.
3+ years of leadership or people management experience.
Strong understanding of field service operations, scheduling, and customer support processes.
Experience with ERP, CRM, or field service management systems specifically oracle preferred.
Experience with Power BI, Tableau, or other reporting/dashboard tools.
Strong analytical, organizational, and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in Microsoft Office Suite, particularly Excel and reporting tools.
Knowledge of service KPIs, SLAs, workforce management, and operational reporting.
Experience leading process improvement initiatives.

Responsibilities

Lead and manage daily operations of multiple field service support departments.
Oversee dispatch, scheduling, service coordination, and customer support activities.
Develop and implement operational processes that improve efficiency and service delivery and manage costs.
Monitor workflow, resource allocation, customer satisfaction, and service-related metrics as assigned to ensure operational goals are met.
Collaborate with field service leadership to align support operations with business objectives.
Align with sales leaders when appropriate to ensure back-end service functions are supporting finished goods sales activities and customer engagement.
Supervise and develop dispatchers, coordinators, key account customer support staff, and reporting personnel.
Establish performance expectations and provide coaching, training, and performance feedback.
Foster a customer-focused and collaborative team environment.
Ensure timely and accurate scheduling of both direct and 3rd party field technicians.
Drive proactive communication with customers regarding appointments, service updates, and issue resolution.
Escalate and resolve customer concerns in a professional and timely manner.
Support continuous improvement of customer satisfaction metrics and service quality.
Ensure accurate service documentation, reporting, and data integrity within service management systems.
Analyze operational data, KPIs, and service trends to identify improvement opportunities.
Develop and maintain dashboards and operational reports for leadership review.
Monitor technician productivity, utilization, response times, and SLA compliance.
Identify and implement continuous improvement initiatives to streamline operations and reduce inefficiencies.
Support implementation and optimization of field service technologies and systems.
Establish and maintain standard operating procedures and best practices.
Partner cross-functionally with operations, delivery & install, sales, supply chain, and finance teams.
Other projects and responsibilities as assigned.