Service Operations Manager

LVT • American Fork, UT

79d

About The Position

The Service Operations team’s mission is to drive the strategy, including the processes and initiatives, that enable LVT’s Customer Experience teams to deliver a world-class experience. This role is responsible to track and report key metrics, improve operational efficiency, and streamline processes.

Requirements

• 5+ years of experience in strategy & operations, preferably within client services, technical support, or field service organizations.
• Track record of instituting and improving processes that have led to a lasting, measurable service impact.
• Proven ability to quickly analyze key metrics and drive data-informed decisions or recommendations, with experience in financial analysis, budget tracking, and service labor cost modeling.
• Strong collaboration, stakeholder management, and communication skills to align cross-functional teams.
• Ability to move with speed and urgency with a willingness to roll up your sleeves to help the team execute.
• Bachelor’s degree in Business Administration, Operations Management, or a related field.

Responsibilities

• Develop and enhance KPIs and benchmarks to measure service quality, operational efficiency, and team productivity.
• Critically assess data to understand root causes.
• Manage fleet efficiency and usage for the organization, including asset tracking across the entire fleet, and utilization reporting to minimize operational overhead.
• Identify and lead implementation of cost reduction strategies to improve gross margin and scalability, including managing and tracking the Customer Experience expense budget.
• Serve as the subject matter expert for the core service tools (e.g., ServiceNow, Oracle Fusion), partnering with cross-functional teams to prioritize feature enhancements and optimize workflows.
• Serve as a trusted advisor and strategic thought leader to Client Services leadership, driving insights and integrating service operations into broader company initiatives.
• Implement system, process and operating rhythms to keep teams focused while able to adjust quickly based on learnings.
• Partner with cross functional teams to prioritize and optimize tools such as ServiceNow, Acumatica, and Oracle Fusion.
• Ensure operational scalability by refining processes and implementing best practices.

Benefits

• Comprehensive health, vision, and dental benefits for you and your family.
• Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP).
• 401(k) With up to 4% match.
• Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being.
• Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success.
• Paid Parental Leave - To help your growing family while you're away from work.
• Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse.
• Charitable Opportunities - LVT sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year.
• Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness.
• And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree