Service Operations Manager

Life Fitness / Hammer Strength

Rosemont, USA

Full-time

Mid-Senior

Hybrid

$93,000 to $135,900.

Discovered 1 weeks ago

Field service operationsDispatch and schedulingCustomer supportPeople managementProcess improvementOperational reporting

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Field service operationsDispatch and schedulingCustomer support

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Role overview

The Service Operations Manager leads administrative and operational support functions for the field service organization.

The role oversees dispatching, third-party technician coordination, customer support, service reporting, operational excellence, and customer satisfaction.

Workplace and schedule

This is a hybrid position primarily based at the Global Support Hub in Rosemont, Illinois.
Monday and Friday are remote, while Tuesday through Thursday are designated as in-office collaboration days.

Operational leadership

Lead daily operations across multiple field service support departments.
Oversee dispatch, scheduling, service coordination, and customer support activities.
Develop processes that improve efficiency, service delivery, and cost management.
Monitor workflow, resource allocation, customer satisfaction, and service-related metrics.
Collaborate with field service leadership and sales leaders to align support operations with business objectives.

Team management and support

Supervise and develop dispatchers, coordinators, key account customer support staff, and reporting personnel.
Establish performance expectations and provide coaching, training, and performance feedback.
Ensure timely scheduling of direct and third-party field technicians.
Communicate with customers about appointments, service updates, and issue resolution.
Escalate and resolve customer concerns while improving service quality and satisfaction.

Reporting and improvement

Ensure accurate service documentation, reporting, and data integrity within service management systems.
Analyze operational data, KPIs, and service trends to identify improvement opportunities.
Develop dashboards and operational reports for leadership review.
Monitor technician productivity, utilization, response times, and SLA compliance.
Implement continuous improvement initiatives and optimize field service technologies and systems.
Maintain standard operating procedures and partner with operations, delivery, sales, supply chain, and finance teams.

Qualifications

Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or a related field is preferred; equivalent experience is 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; Oracle experience is preferred.
Experience with Power BI, Tableau, or other reporting and dashboard tools.
Strong analytical, organizational, problem-solving, 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.

Compensation

The annual salary range for U.S. applicants is $93,000 to $135,900.
The position is eligible for an annual discretionary bonus through the Manager Incentive Plan.

Benefits

Full-time team members may receive retirement matching, medical, dental and vision insurance, paid time off, disability coverage, life insurance, wellness resources, tuition assistance, commuter benefits, and employee discounts.
Benefits eligibility is governed by applicable plan documents and policies.