Manager, Field Operations Service Delivery

The Field Operations Manager Service Delivery is responsible for leading the delivery of operational support services across multiple specialty teams, ensuring consistent execution, service quality, and support performance.

This role provides leadership and direction to Field Operations Team Leads while maintaining overall accountability for ticket volume management, service level attainment, operational efficiency, and field satisfaction.

Day to day you'll...

• partner closely with supported business functions and field leadership to identify operational needs, improve support processes, and ensure a consistent support experience across all specialties.
• be responsible for workforce planning, staffing decisions, capacity management, and the development of frontline leaders and support teams.
• drive operational excellence through performance monitoring, continuous improvement initiatives, standardized support practices, and effective partnership with organizational stakeholders.
• work closely with the Director of Field Operations to support organizational priorities, service model evolution, and long-term operational effectiveness.
• Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience
• 8 years’ experience in the design, development and delivery of leadership and professional development training programs. Leadership experience leading 1 or more people required
• Demonstrated experience leading high-volume support operations, service centers, help desks, contact centers, field support organizations, or similar operational environments
• Proven experience establishing performance expectations, monitoring operational metrics, and driving improvements in service levels, quality, productivity, and customer satisfaction
• Experience with workforce planning, staffing decisions, capacity management, workload balancing, and resource allocation
• Demonstrated ability to analyze operational data, identify trends, evaluate performance, and implement corrective actions to improve business outcomes
• Bachelor's degree in Business, Management, Operations, Information Technology, or related field
• Experience leading multi-team support organizations in a retail, field operations, shared services, service delivery, or contact center environment
• Experience managing ticket-based support operations and service level performance metrics