Manager, Service Operations
Job Summary
The Service Operations Manager oversees the service management system, develops and implements strategies to improve efficiency and customer satisfaction, ensures compliance with company policies and procedures, maintains and analyzes service metrics, and reports on service performance to senior leadership.
Responsibilities
Managing Service Operations
Developing and implementing strategies to improve efficiency and customer satisfaction
Ensuring compliance with company policies and procedures
Maintaining and analyzing service metrics to identify areas for improvement
Budget and Resource Management
Creating and managing service department budget
Identifying cost-saving opportunities and implementing strategies to reduce expenses
Negotiating contracts with vendors and suppliers
Managing inventory and ordering necessary supplies and equipment
Customer Relationship Management
Building and maintaining positive relationships with customers
Addressing and resolving customer complaints and escalations
Collaborating with sales and marketing teams to identify and pursue new business opportunities
Quality Assurance
Ensuring service standards and procedures are followed by all staff
Conducting regular quality control checks to ensure customer satisfaction and identify areas for improvement
Implementing corrective actions and process improvements to maintain high quality service delivery
Continuous Improvement
Staying updated on industry trends and best practices
Conducting research and implementing new technologies and processes to improve service operations
Facilitating training and development opportunities for service staff to enhance their skills and knowledge
Qualifications
Bachelor’s in Business Administration, Supply Chain Management, or related field, with at least 5 years experience.
With at least 2 years experience as a people manager or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
Proven experience in import/export operations with significant supervisory experience.
Expert level understanding of advanced failure analysis techniques.
Strong problem-solving and analytical skills to identify issues and develop effective solutions.
Excellent verbal and written communication skills to report findings and make recommendations.
Strong analytical skills to interpret complex data and translate it into actionable insights.
Proficiency in data analysis tools and software, such as Excel, Google Analytics, and various CRM platforms.
Experience with digital marketing strategies, including SEO, PPC, and SEM campaigns.
Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.
A strategic thinker with a test and learn approach to marketing efforts and process improvements.
Resource Allocation
Allocating personnel, tools, and other resources efficiently to achieve project goals.
Balance competing priorities and adapt as needed.
End-to-end Project Management
Leading improvement projects from initiation to completion.
Monitoring progress, addressing challenges, and ensuring timely delivery of measurable results.