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. #LI-Hybrid As our Service Operations Manager, you will: Operational Leadership Lead and manage daily operations ofmultiplefield service supportdepartments. Oversee dispatch, scheduling, service coordination, and customer support activities. Develop and implement operational processes thatimprove efficiency and service deliveryand manage costs. Monitor workflow, resource allocation,customersatisfaction,and service-related metrics asassignedtoensure operational goals are met. Collaborate with field service leadership to align support operations with businessobjectives. Align with sales leaders whenappropriate toensure back-end service functions are supportingfinishedgoods sales activities and customer engagement Team Management Supervise and develop dispatchers, coordinators,key accountcustomer 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 Ensuretimelyandaccuratescheduling ofboth direct and 3rdpartyfield technicians. Drive proactive communication with customersregardingappointments, service updates, and issue resolution. Escalate and resolve customer concerns in a professional andtimelymanner. Support continuous improvement of customer satisfaction metrics and service quality. Reporting & Data Management Ensureaccurateservice documentation, reporting, and data integrity within service management systems. Analyze operational data, KPIs, and service trends toidentifyimprovement opportunities. Develop andmaintaindashboards and operational reports for leadership review. Monitor technician productivity,utilization, response times, and SLA compliance. Process Improvement Identifyand implement continuous improvement initiatives to streamline operations and reduce inefficiencies. Support implementation and optimization of field service technologies and systems. Establish andmaintainstandard operating procedures and best practices. Partner cross-functionallywith operations,delivery& install,sales, supply chain, and finance teams. Other projects and responsibilities as assigned What Life Fitness / Hammer Strength is looking for in our Service Operations Manager: 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 systemsspecifically oracle preferred. Experience with Power BI, Tableau, or other reporting/dashboard tools. Strong analytical, organizational, and problem-solving skills. Excellent communication and interpersonal skills. Proficiencyin Microsoft Office Suite, particularly Excel and reporting tools. Knowledge of service KPIs, SLAs, workforce management, and operational reporting. Experience leading process improvement initiatives. At Life Fitness / Hammer Strength, we think customer first , play as one team , and raise the bar on fitness innovation -in the gym and in every corner of our facilities. We persevere and get it done , with a clear purpose to inspire each other to live healthier lives . At Life Fitness / Hammer Strength, we believe in taking care of our team with a comprehensive total rewards package that includes competitive pay and a range of valuable benefits. The salary range for this position, intended for U.S. applicants, is $93,000 - $135,900 annually. This position is eligible to participate in Life Fitness / Hammer Strength’s annual Manager Incentive Plan to receive an annual discretionary bonus in addition to base salary. The amount of bonus varies based on company and individual performance goals and is subject to the terms and conditions of the applicable incentive plan. 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. Employees also have access to our state-of-the-art on-site fitness center featuring industry-leading Life Fitness and Hammer Strength equipment, making it easy to support health and wellness before, during, or after the workday. Eligibility for benefits is governed by the applicable plan documents and policies. 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 regardingemployment_,_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, and local laws. There continues to be a significant increase in phishing attempts across all industries where fraudsters are impersonating real employees and sending fictitious job offers to applicants in a scheme to obtain sensitive information. Please note that Life Fitness/Hammer Strength will never ask for your financial information at any part of the interview process, including the post-offer stage, and will only correspond through "@lifefitness.com" or "@indoorcycling.com" domain email addresses or "View email address on click.appcast.io" for U.S. opportunities. Life Fitness/Hammer Strength does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. #J-18808-Ljbffr Life Fitness