Service Operations Manager

At Life Fitness / Hammer Strength we design and deliver high-performance fitness equipment. The Service Operations Manager leads administrative and operational support for our field service organization. This hybrid position is based primarily at the Global Support Hub in Rosemont, IL. Monday and Friday remote; Tuesday through Thursday 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 & Compensation Base salary range: $81,000 - $117,400 annually. Eligible for annual Manager Incentive Plan (discretionary bonus). 401(k) savings plan with 4% employer match. Medical, dental and vision insurance. Parental, medical and military leave options. Paid time off: 12 holidays, 13 vacation days annually, sick leave per laws. Short-term and optional long-term disability coverage. Health savings account and dependent care reimbursement. Employee and dependent life insurance, supplemental life and AD&D insurance. Hospital indemnity, identity protection, legal services, adoption assistance, tuition assistance. Commuter benefits, employee discounts, employee assistance program with counseling. Life Fitness / Hammer Strength offers a comprehensive package of benefits for full-time team members. Detailed benefits information and salary specifics are provided upon request to comply with pay transparency. 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 Life Fitness / Hammer Strength