Service Operations Manager
Summary
Summary DI exists to relieve the world of mediocre experiences and to create remarkable ones. Our people make the remarkable possible through an unwavering display of uncommon commitment each day. The Service Operations Manager leads the day-to-day operations of DI's service organization across Technology and Fabrication.
Responsibilities
Serve as the primary point of contact for Technology and Fabrication service requests.
Ensure clients receive timely communication and exceptional service throughout the service lifecycle.
Coordinate resolution of client issues and escalate when appropriate.
Build strong client relationships that encourage repeat service work.
Gather client feedback and identify opportunities to improve the service experience.
Manage daily service operations, including intake, scheduling, prioritization, routing, and execution.
Carefully coordinate service agreements, warranties, preventive maintenance, and repair requests.
Achieve accurate documentation and workflow management in Salesforce, Wrike, and other business systems.
Identify and implement operational improvements that increase efficiency and consistency.
Maintain monitoring of service workload and response times.
Lead and support the Service team through coaching, development, and daily direction.
Coordinate work across Sales, Project Management, Technology, Fabrication, Supply Chain, and Estimating to ensure efficient execution.
Foster collaboration and accountability across cross-functional teams.
Aid in hiring, onboarding, and developing team members.
Promote DI's culture of servant leadership, ownership, and continuous improvement.
Support Sales in identifying service opportunities and recurring revenue.
Lead service estimates, proposals, warranties, and renewals.
Track service KPIs and provide regular reporting to Operations Leadership.
Identify trends, recurring issues, and improvement opportunities.
Support implementation of new service offerings, tools, and processes.
Requirements
Working knowledge of technology systems, fabrication processes, and construction workflows with the ability to communicate complex technical concepts to both technical and non-technical audiences.
Calm, professional demeanor with the ability to make sound decisions under pressure.
Growth mindset with a passion for continuous improvement.
Strong client relationship and communication skills.
Excellent organizational and project coordination abilities.
Demonstrated leadership and coaching skills.
Strong problem-solving and decision-making capabilities.
Ability to prioritize multiple competing priorities.
Operational mindset with a passion for process improvement.
Ability to collaborate effectively across multiple departments.
Ability to service physical experiential installations (fabrication or technology).
Qualifications
Bachelor's degree in Business Administration, Operations Management, Engineering, Construction Management, Technology, or a related field (or equivalent experience).
5+ years of experience in service, operations, manufacturing, construction, or technology.
2+ years of leadership or supervisory experience.
Experience managing client relationships and coordinating cross-functional teams.
Experience using ERP, CRM, or project management software preferred.
Experience with technology installations and technical expertise is a plus.
Benefits
Medical, Dental, and Vision insurance.
Short and Long Term Disability, Life Insurance, and Supplemental Accident, Critical Illness, and Hospital Indemnity.
401(k) with a match.
Health Savings Account match.
Paid Time Off (PTO).
7 paid holidays plus an employee chosen Floating Holiday annually.
Paid Parental Leave.
Employee Stock Ownership Plan (ESOP) with company-funded contributions.
Quarterly bonuses as company goals are achieved through the Great Game of Business principles.