Service Operations Manager

Join us as we empower the world to work out, creating healthier lives together. 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. The Service Operations Manager leads the administrative and operational support functions of our field service organization. In this highly visible role, you will oversee teams responsible for dispatching, third-party technician coordination, customer support, and service reporting while driving operational excellence and customer satisfaction. This position is ideal for a collaborative and analytical leader who thrives in fast-paced environments, values process improvement, and is passionate about building high-performing teams and scalable service operations. This is a hybrid position primarily based out of our Global Support Hub in Rosemont, IL. Monday and Friday are remote, with Tuesday through Thursday designated as in-office collaboration days. 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, resource allocation, customer satisfaction, and service-related metrics as assigned to ensure operational goals are met. 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. Support continuous improvement of customer satisfaction metrics and service quality. Reporting & Data Management Ensure accurate service documentation, reporting, and data integrity within service management systems. Analyze operational data, KPIs, and service trends to identify improvement opportunities. Develop and maintain dashboards and operational reports for leadership review. Monitor technician productivity, utilization, response times, and SLA compliance. 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. Partner cross-functionally with operations, delivery & install, sales, supply chain, and finance teams. Other projects and responsibilities as assigned. Qualifications 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. Benefits Life Fitness / Hammer Strength offers a comprehensive package of benefits for full-time team members, including, but not limited to: a 401(k) savings plan with 4% employer match; medical, dental, and vision insurance, parental, medical and military leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, paid vacation days beginning at 13 days annually, paid sick leave as provided under state and local paid sick leave laws, company paid short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance, hospital indemnity; identity protection, legal services, adoption assistance, tuition assistance, commuter benefits, employee discounts, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies. Equal Opportunity Employer Life Fitness / Hammer Strength is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. Life Fitness / Hammer Strength complies with all applicable federal, state, and local laws regarding employment, recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state, or local laws. #J-18808-Ljbffr