Service Operations Supervisor

About the role

The Service Operations Supervisor is responsible for leading and overseeing service administration and coordination functions to ensure efficient, accurate, and scalable execution of service operations.

Responsibilities

• Provide day-to-day leadership and direct management of Service Account Coordinators and Field Service Administrative Support staff
• Lead, coach, and develop team members, driving accountability for performance, workload balance, and service execution quality
• Ensure appropriate staffing coverage and alignment of responsibilities across service administration functions
• Own and oversee end-to-end service administration workflows, including service request lifecycle, scheduling coordination, billing support, and administrative execution
• Ensure consistent, accurate, and timely execution across all service processes aligned with business priorities
• Balance workload across team members to support efficient service delivery and operational responsiveness
• Own and manage key operational performance metrics (e.g., service request cycle time, scheduling efficiency, billing accuracy, backlog resolution)
• Drive accountability for performance outcomes and continuous improvement across service administration functions
• Monitor performance trends and implement corrective actions to improve service levels and operational efficiency
• Evaluate workflows, team structure, and processes to identify inefficiencies and improvement opportunities
• Drive continuous improvement initiatives to enhance standardization, scalability, and execution efficiency for Reliability Services
• Reduce manual work through process enhancement and workflow optimization
• Serve as the functional lead for Microsoft Dynamics 365 (D365) Field Service
• Drive system adoption, data quality, and effective utilization across service administration roles
• Identify and implement system enhancements, automation opportunities, and workflow improvements to support operational performance
• Ensure system data integrity and alignment with operational reporting needs
• Partner with Field Service, Customer Service, Sales, Supply Chain, and other internal teams to align priorities and support successful service execution
• Ensure coordination across functions to minimize service delays and support customer commitments
• Act as escalation point for operational, workflow, and system-related issues, ensuring timely resolution and minimal disruption to service execution
• Support resolution of complex coordination issues impacting scheduling, service delivery, or administrative processes
• Oversee reporting processes to ensure accuracy, visibility, and usability of service-related data
• Provide insights and recommendations to leadership based on performance trends and operational metrics

Requirements

• Education: High School Diploma or GED required. Bachelor’s degree preferred (Business, Operations, or related field)
• Experience: 5+ years of experience in service operations, customer service, or field service support
• ERP and service management system experience required (e.g., Microsoft Dynamics 365 Field Service)
• Ability to interpret data in Excel
• Previous leadership or supervisory experience preferred
• Demonstrated ability to manage team performance, workflows, and cross-functional coordination
• Experience improving processes and driving operational efficiency

Qualifications

• Education: High School Diploma or GED required. Bachelor’s degree preferred (Business, Operations, or related field)
• Experience: 5+ years of experience in service operations, customer service, or field service support
• ERP and service management system experience required (e.g., Microsoft Dynamics 365 Field Service)
• Ability to interpret data in Excel
• Previous leadership or supervisory experience preferred
• Demonstrated ability to manage team performance, workflows, and cross-functional coordination
• Experience improving processes and driving operational efficiency

Skills

• People Leadership & Team Development
• Performance Management & Accountability
• Problem Solving
• Process Improvement Mindset
• Communication
• Organizational & Coordination Skills

Benefits

Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Pay

The annual salary for this position ranges from $57,500 - $72,000 and varies based on specific responsibilities and geographic location. Starting annual salary within this range will be determined based on the candidate's experience, qualifications, and/or skillset.

Schedule

N/A