Business Transformation Manager

Manager of Business Transformation | Field Service Operations | Continuous Improvement | Operational Excellence

Location: Greater Avon, Ohio

Compensation: $105k to $155k base salary + bonus

About the Opportunity

We are partnering with a fast-growing, global organization to find a Manager of Business Transformation for a highly visible team focused on improving how the business operates across key service-related processes.

This role will have a strong focus on field service operations , including areas such as field service management, technician scheduling, route optimization, work order management, aftermarket services, commissioning, service quality, warranty, preventive maintenance, spare parts, and service-related systems. However, seeking someone that is versatile and can tackle other projects as needed across order to cash, purchase to pay, sales, inventory & operations and new product development.

The team functions much like an internal consulting group. The work is fast-paced, high-impact, and cross-functional. The right person will be someone who can bring structure to ambiguity, think critically, communicate clearly, and help move important transformation initiatives forward in a complex operating environment.

This is an excellent opportunity for someone who enjoys solving business problems, improving workflows, partnering across functions, and helping a growing organization become more scalable, efficient, and effective in how it serves customers after products are installed.

Why This Opportunity Stands Out

• High visibility across leadership and cross-functional teams
• Opportunity to support transformation within a growing services organization
• Broad exposure to business operations, systems, transformation work, customer experience, and process improvement
• Chance to impact technician productivity, service quality, customer uptime, and operational scalability
• Strong benefits package, including:
• Comprehensive medical, dental, vision, life insurance, and more
• 10 holidays
• 5 weeks of vacation
• 401(k) match
• Several additional incentives
• Compensation: $105k to $155k base salary + bonus (if interested but you need more to consider, just let me know and I will ask.)

What You’ll Do

• Lead business process improvement initiatives across field service, aftermarket service, commissioning, warranty, preventive maintenance, and related service operations
• Ability to flex and lead business process improvement initiatives across Opportunity to Cash , Procure to Pay , New Product Development and Introduction , and Sales, Inventory, and Operations Planning based on project needs
• This role will likely focus on medium-scale initiatives, so want to make it clear that this is the focus versus large scale transformation
• Evaluate current-state processes and identify opportunities to improve efficiency, scalability, customer experience, and execution
• Partner with stakeholders across service operations, supply chain, finance, IT, commercial teams, quality, and other functions
• Support initiatives tied to field service management, technician scheduling, dispatch, work order flow, route optimization, service appointments, and resource planning
• Help improve processes related to first-time fix rate, technician utilization, service quality, response time, and customer communication
• Intermediate experience with ERP applications (Oracle preferred), Microsoft Office Suite, ServiceNow (Project Management)
• Support systems-related process improvement efforts tied to platforms such as Salesforce Field Service / Field Service Lightning, Oracle Field Service, SAP, ServiceNow FSM, Microsoft Dynamics Field Service, or other enterprise systems
• Facilitate current-state reviews, future-state design sessions, process mapping, working sessions, and implementation planning
• Develop project timelines, milestone plans, status updates, ownership frameworks, and implementation roadmaps
• Identify process gaps, risks, bottlenecks, handoff issues, data challenges, and opportunities for improved execution
• Help connect field service data and customer feedback back into quality, engineering, supply chain, and operational improvement efforts
• Support systems-related process improvement efforts tied to enterprise platforms such as Oracle or SAP
• Communicate effectively with leadership, including concise updates on project objectives, progress, risks, decisions, and business impact
• Contribute to adoption, change management, operational excellence, and continuous improvement efforts across the organization
• AI and automation opportunity identification
• Liaison with Learning & Development for change management and training execution

What We’re Looking For

• 8 to 10+ years of relevant experience in business process improvement, business transformation, operational excellence, continuous improvement, project management, consulting, service operations, or related work
• Exposure to at least two of the five process areas (OTC, PTP, NPDI, SIOP, Services) is ideal
• Experience improving processes within a service-oriented environment, ideally involving field service, aftermarket service, customer support, maintenance, repair, commissioning, or warranty operations
• Strong understanding of how service organizations operate, including work order flow, technician scheduling, dispatch, resource planning, customer commitments, and operational execution
• Ability to thrive in ambiguity and operate with a high degree of independence
• Strong critical thinking and problem-solving skills with a practical toolkit of project management and process improvement approaches
• Executive presence and strong communication skills, including the ability to deliver clear, succinct updates to senior leaders
• Proven ability to work cross-functionally and influence without direct authority
• Strong business acumen and sound judgment
• Experience in a fast-paced environment where priorities can shift and new business needs can emerge quickly
• Bachelor’s degree preferred in business, operations, supply chain, engineering, information systems, finance, accounting, economics, or a related field

Preferred Qualifications

• Experience with Salesforce Field Service / Field Service Lightning, Oracle Field Service, SAP Service Management, ServiceNow Field Service Management, Microsoft Dynamics Field Service, or similar platforms
• Background in field service operations, aftermarket services, industrial services, equipment services, customer service operations, or service transformation
• Experience in manufacturing, engineered products, industrial equipment, data centers, energy, utilities, telecom, HVAC, medical devices, facilities services, or another service-intensive environment
• Familiarity with Lean, Six Sigma, Agile, root cause analysis, project leadership, change management, or continuous improvement methods
• Experience with route optimization, dispatch optimization, technician productivity, warranty processes, service-to-cash, spare parts, or preventive maintenance programs
• Consulting, internal transformation, operational excellence, or continuous improvement background is a plus
• MBA or other advanced degree is a plus
• Certifications are a plus: PMP, CSM, Lean Six Sigma Black Belt
• Interest in artificial intelligence tools and how they can support better service processes is a plus.

Ideal Profile

This role is a strong fit for someone who acts like a business athlete or Swiss Army knife. You can step into an evolving situation, assess what matters, ask smart questions, build a plan, and move work forward without waiting for perfect structure.

You are comfortable working across functions, systems, processes, and stakeholders. You can zoom out to understand the broader business issue, then zoom in enough to identify where the process is breaking down. You are calm under pressure, credible with leaders, practical in your approach, and energized by solving complex operational problems.

Important Application Note - this would be icing on the cake if applicable

For this role, please make sure your resume clearly highlights any relevant experience with field service, aftermarket service, technician scheduling, dispatch, route optimization, work order management, preventive maintenance, maintenance, commissioning, warranty, spare parts, service-to-cash, service quality, or customer service operations.

Experience with systems such as Salesforce Field Service / Field Service Lightning, Oracle Field Service, SAP, ServiceNow FSM, Microsoft Dynamics Field Service, Oracle ERP, SAP ERP, or similar platforms should also be noted.

Interested?

Please apply today for consideration as interviews are currently being conducted.

This position is not eligible for sponsorship. US Citizenship or Green Card is required.