Service Operations Manager

Service Operations Manager – Life Fitness / Hammer Strength Embark on a role that powers the future of fitness manufacturing by steering the administrative and operational support functions for a global field service organization. Responsibilities Lead and manage daily operations of multiple field service support departments, overseeing dispatch, scheduling, service coordination, and customer support activities. Develop and implement operational processes that improve efficiency and service delivery while managing costs. Monitor workflow, resource allocation, customer satisfaction, and service‑related metrics to ensure operational goals are met. Collaborate with field service leadership to align support operations with business objectives and to ensure back‑end service functions support finished‑goods sales activities and customer engagement. Supervise and develop dispatchers, coordinators, key‑account customer support staff, and reporting personnel; establish performance expectations and provide coaching, training, and feedback. Ensure timely and accurate scheduling of direct and third‑party field technicians and maintain proactive communication with customers regarding appointments, service updates, and issue resolution. Escalate and resolve customer concerns in a professional and timely manner and support continuous improvement of customer satisfaction metrics and service quality. Maintain 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, monitoring technician productivity, utilization, response times, and SLA compliance. Identify and implement continuous improvement initiatives to streamline operations and reduce inefficiencies; support the implementation and optimization of field service technologies and systems. Establish and maintain standard operating procedures and best practices and partner across functions with operations, delivery & install, sales, supply chain, and finance teams. Participate in other projects and responsibilities as assigned. Qualifications Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field (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. Proficiency with PowerBI, 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. Hybrid position: primarily based at Global Support Hub in Rosemont, IL; remote Monday and Friday, on‑site Tuesday‑Thursday. Benefits Salary range: $81,000 – $117,400 annually (U.S. applicants, location‑based). Eligibility to participate in the annual Manager Incentive Plan for discretionary bonus. 401(k) savings plan with 4% employer match. Medical, dental, and vision insurance; parental, medical, and military leave; paid time off (13 days annual vacation plus paid holidays). Paid sick leave per state/local law, short‑term and optional long‑term disability, health savings account, health care and dependent care reimbursement accounts. 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 free counseling sessions. Equal Opportunity Employment All qualified applicants, including those with disabilities and protected veteran status, are encouraged to apply. Life Fitness / Hammer Strength complies with all applicable federal, state, and local laws regarding employment. #J-18808-Ljbffr