Associate Manager, Field Operations

The Field Operations Associate Manager is responsible for leading and developing a specialty-aligned team of Field Operations Representatives and Senior Field Operations Specialists who support field associates and leaders.

This role provides day-to-day leadership, coaching, performance management, workforce planning, and operational oversight to ensure service level expectations and support objectives are achieved.

Day to day, you'll...

• serves as the primary leader for assigned associates, creating a culture of accountability, development, engagement, and continuous improvement.
• manage complex escalations, oversees operational performance, and partners with business stakeholders to ensure effective service delivery and operational continuity.
• collaborate closely with peers, leadership, and support partners to promote standardized processes, share best practices, and enhance the overall field support experience.
• Associate's degree in a related field or the equivalent through a combination of education and related work experience
• Five years of experience in operational support, customer support, service delivery, field operations, or related functions
• Demonstrated leadership experience, including coaching, mentoring, training, or leading teams in a fast-paced operational environment
• Experience managing complex operational issues, escalations, or cross-functional problem resolution activities
• Proven ability to analyze operational data, performance metrics, and service trends to identify opportunities for improvement
• Bachelor's degree in Business, Management, Operations, Information Technology, or related field
• Experience leading operational support teams in a service center, help desk, contact center, field operations, or shared services environment
• Experience supporting retail operations or multi-location field organizations
• Experience with performance management, workforce planning, scheduling, or service delivery metrics