Service Operations Manager

About the role

At Life Fitness / Hammer Strength, we’re not just building equipment—we’re shaping the future of fitness. As a global leader in fitness innovation, we design and deliver high-performance, reliable solutions that empower people around the world to live healthier lives.

Responsibilities

• Operational Leadership
  Lead and manage daily operations of multiple field service support departments. Oversee dispatch, scheduling, service coordination, and customer support activities. Develop and implement operational processes that improve efficiency and service delivery and manage costs.

• Monitor Workflow
  Monitor workflow, resource allocation, customer satisfaction, and service-related metrics as assigned to ensure operational goals are met.

• Collaboration
  Collaborate with field service leadership to align support operations with business objectives. Align with sales leaders when appropriate to ensure back-end service functions are supporting finished goods sales activities and customer engagement.

• Team Management
  Supervise and develop dispatchers, coordinators, key account customer support staff, and reporting personnel. Establish performance expectations and provide coaching, training, and performance feedback. Foster a customer-focused and collaborative team environment.

• Service Coordination & Customer Support
  Ensure timely and accurate scheduling of both direct and 3rd party field technicians. Drive proactive communication with customers regarding appointments, service updates, and issue resolution. Escalate and resolve customer concerns in a professional and timely manner.

• Reporting & Data Management
  Support continuous improvement of customer satisfaction metrics and service quality. Report and analyze operational data, KPIs, and service trends to identify improvement opportunities. Develop and maintain dashboards and operational reports for leadership review.

• Process Improvement
  Identify and implement continuous improvement initiatives to streamline operations and reduce inefficiencies. Support implementation and optimization of field service technologies and systems. Establish and maintain standard operating procedures and best practices.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field preferred; equivalent experience 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 specifically Oracle preferred.

• Experience with Power BI, Tableau, or other reporting/dashboard tools.

• Strong analytical, organizational, and problem-solving skills.

• Excellent 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.