Services Operations Leader
About The Position
The Services Operations Leader is an integral member of the leadership team for Thermo King’s growing company-owned dealer network. The role shapes service strategy, improves operating performance, and drives profitable growth across service and parts. It defines and leads a service operating model across locations nationwide, building a more standardized, disciplined, and scalable organization and improving consistency, productivity, performance visibility, and operational excellence. The leader designs, deploys, and continuously improves the Business Operating System for service operations, establishing standards for service execution, parts performance, process discipline, and operating rigor. The position works closely with area leaders and cross-functional partners, and influences the broader organization to align on shared priorities and deliver sustained improvement. It also supports operational integration of acquired dealer locations, systems harmonization, and the structure needed to support a rapidly expanding network. The role calls for deep service operations experience, a commercial mindset, credibility with service teams, technicians, and back-office operations, and a record of leading transformation in complex service environments. The leader must combine strategic thinking with hands-on leadership, change management, team alignment, and delivery of results at scale. The position is onsite Monday through Thursday, with flexibility to choose a work location on Fridays. Regular travel to branch locations across the United States is expected, at 25–50%.
Requirements
- Bachelor’s degree in Business, Operations, Engineering, Supply Chain, Industrial Management, or a related field is preferred.
- At least 10 years of progressive leadership experience in service operations, including responsibility for service teams, technicians, and back-office operations in a commercial setting.
- Experience designing and deploying best practices, operating disciplines, and performance standards across disparate or uncoordinated teams.
- Experience leading multi-site service organizations across geographically dispersed operations.
- Track record of building, leading, and enabling high-performance teams and service cultures.
- Proven accountability for financial performance, including revenue growth, profitability, productivity, and operational results.
- Demonstrated success leading organizational change, overcoming barriers to execution, and driving adoption across field-based operations.
Nice To Haves
- Experience in transportation, commercial vehicle, dealership, industrial service, heavy equipment, or similarly complex service environments is strongly preferred.
Responsibilities
- Define and lead service operations strategy for Thermo King’s company-owned dealer network, with accountability for standardization, operating performance, and profitable growth across service and parts.
- Design, deploy, and continuously improve a scalable Business Operating System to drive consistency, operating discipline, and business results across the national services organization.
- Serve as the enterprise leader and center of excellence for service operations, parts operations, service process design, and branch-level operating performance.
- Establish and drive national operating standards, performance metrics, and management routines that improve productivity, labor efficiency, cycle time, customer satisfaction, quality, and profitability.
- Identify, develop, and deploy best practices across branch locations with varying levels of operational maturity and consistency.
- Analyze service workflows, time and material activity, technician productivity, parts performance, and branch operating results to identify opportunities for growth, margin expansion, and improved execution.
- Build and sustain management reporting, operational dashboards, and information flows for performance management, decision-making, and organizational planning.
- Influence and align branch leaders, service managers, parts teams, technicians, and back-office teams around common operating standards, service expectations, and financial objectives.
- Lead operational integration and standardization of acquired dealer locations into a consistent, scalable, company-owned dealer model.
- Help define future-state business processes, organizational design, data discipline, and system adoption across the services organization as a leader in systems harmonization efforts.
- Partner with leadership and cross-functional teams to remove barriers, resolve operational issues, and accelerate strategic initiatives.
- Monitor business performance against financial and operational targets and recommend improvements to growth, profitability, productivity, and customer outcomes.
- Update leadership on services business performance, progress against strategic priorities, operational risks, and opportunities for improvement.
- Drive a culture of continuous improvement, accountability, and operational excellence across a geographically dispersed field organization.
- Travel regularly to U.S. branch locations to assess performance, coach local leaders, reinforce standards, and ensure consistent execution; expected travel is 25–50%.
Benefits
- Health insurance and holistic wellness programs with incentives, beginning on day one for the employee and family.
- Fertility coverage and adoption/surrogacy assistance.
- Up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
- 401(k) match.
- Educational and training opportunities through company programs.
- Tuition assistance and student debt support.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
