Business Operations Manager

Key Responsibilities

• Lead and support business operations teams by setting clear expectations, driving accountability, and promoting JM Test Systems’ core values.
• Plan, organize, and oversee operational and administrative activities to support company objectives and customer satisfaction.
• Monitor workflows, operational performance, and service execution to ensure work is completed accurately, efficiently, and on time.
• Support implementation of operational process improvements, policy updates, and organizational initiatives.
• Partner cross-functionally with Operations, Sales, Calibration, ESL, Onsite, and Customer Support teams to improve communication and execution.
• Oversee administrative support functions including office operations, records management, purchasing coordination, and facility-related support activities.
• Monitor operational expenses, supplies, and support-related budgets while identifying opportunities for efficiency improvements.
• Analyze operational and customer performance metrics to support business decisions and continuous improvement efforts.

Customer Relations & Retention

• Oversee quote and customer support activity across multiple service lines including Calibration, ESL Testing, Onsite Services, and Sales Support.
• Ensure customer requests, quotations, and follow-up activities are monitored through completion to support customer retention and growth.
• Absorb new business opportunities and support strategic growth initiatives within target industries and customer accounts.
• Utilize customer feedback, retention data, and service metrics to identify trends and improve customer experience.
• Support resolution of customer concerns by partnering with internal teams to drive timely communication and issue resolution.
• Prepare and present operational and customer activity updates during leadership and operational meetings.

Leadership & Team Development

• Supervise, coach, and develop administrative and operational support employees.
• Absorb hiring, onboarding, training, scheduling, and performance management activities.
• Promote a positive, team-oriented culture focused on accountability, responsiveness, and continual improvement.
• Provide ongoing feedback, support employee development, and help identify growth opportunities within the organization.
• Ensure employees follow company policies, procedures, and safety expectations.

Administrative & Operational Support

• Support office operations including documentation, reporting, scheduling, procurement coordination, and work order processing.
• Maintain organized work environments and ensure operational resources and supplies are available as needed.
• Cook up with external vendors and business partners as required.
• Absorb additional operational, administrative, or customer support duties as assigned.

Qualifications

• A high school diploma or GED required; an associate’s or bachelor’s degree in Business, Operations, Management, or related field preferred.
• 3+ years of leadership, supervisory, or operations management experience preferred.
• Experience in customer service, business operations, industrial services, or technical service environments preferred.
• Strong organizational, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills with the ability to collaborate across departments.
• Ability to prioritize tasks, manage multiple responsibilities, and adapt in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word, Teams).
• Experience with ERP, CRM, or operational systems preferred (CalMapp, Sage, Bowler, RDB, or similar systems).
• Experience within calibration, technical service, industrial, or field service industries is a plus.
• Commitment to safety, quality, customer service, and continuous improvement.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Paid Holidays
• Life Insurance and Disability Coverage
• Voluntary Supplemental Benefits
• Employee Assistance Program (EAP)
• Opportunities for Career Growth and Internal Advancement