Head of Customer Service Operations

Operations Manager, ServiceThe Operations Manager, Service is a depot leadership role responsible for driving overall depot performance through ownership of service operations within Restaurant Technologies' Total Oil Management (TOM) system. As a member of the depot leadership team, this role contributes to the success of the entire operation - not just service, by ensuring safe, efficient, and high-quality execution across customer locations.This role leads the Service team while partnering closely with Distribution and Support Functions to deliver strong customer outcomes, operational excellence, and financial performance. The Operations Manager, Service develops high-performing teams, reinforces operational discipline, and ensures consistent execution of company standards across safety, service, and quality.In partnership with the General Manager, this role is accountable for achieving depot-level financial and operational goals by optimizing workforce performance, improving customer experience, and driving continuous improvement in a fast-paced, field-based environment.Bonus Potential: 15% annual target (With the ability to earn higher)Primary Job Accountabilities:People Leadership & DevelopmentLead and develop a high-performing team through coaching, accountability, recognition, documentation and ongoing development while maintaining strong engagement and retentionBuild leadership capability within the team through coaching, and talent developmentSafety OwnershipFoster a safety-first culture by implementing and enforcing safety policies, procedures, and regulatory compliance (OSHA and company standards)Actively coach team members to reinforce safe work practices and operational disciplineWorkforce Planning & Talent ManagementDrive workforce planning including recruiting, hiring, onboarding, scheduling and time management, performance management, and retention to ensure operational readinessFleet & Asset ManagementOversee fleet performance and maintenance to support service executionEnsure completion of pre- and post-trip inspections, preventative maintenance, and monitoring of uptime/downtime metrics along with performing fleet walksCustomer OwnershipCreate and sustain a customer-focused culture by ensuring service issues are resolved quickly and effectivelyPartner cross-functionally to deliver strong customer outcomes and retentionService Operations ExecutionOversee field service execution supporting the Total Oil Management (TOM) system, including installation, maintenance, and troubleshooting activitiesEnsure high service completion rates, quality execution, and consistent delivery of safe customer experiencesManage labor utilization and scheduling to drive productivity, control overtime, and align staffing with service and customer demandInventory ManagementEnsure accurate inventory and equipment management to support service operations and customer demand, including inventory ordering and routine cycle counts to maintain inventory accuracy and availabilityFinancial Performance & Operational DisciplinePartner with the General Manager to achieve depot financial performance and key KPIsDrive productivity, cost discipline, and continuous improvement across operationsEducation, Requirements & Competencies:Minimum Qualifications:2-4 years of experience in operations, service, distribution, or a route-based environmentExperience leading people, teams, or daily operations (formal or informal leadership)Ability to coach, develop, and hold frontline employees accountableComfortable working in a fast-paced, hands-on environmentBasic understanding of safety practices and regulated environmentsAbility to use data and metrics to manage performance and solve problemsWillingness to lead from the front and be actively engaged in daily field operationsHigh school diploma or equivalent requiredPreferred Qualifications:1-2+ years of direct people management experience highly preferredExperience supporting field service, installation, or equipment-based operationsProven ability to collaborate cross-functionally to support operational execution and customer outcomesExperience managing scheduling, labor, or workforce planningExperience using KPIs to drive performance (productivity, safety, service)Bachelor's degree or equivalent experience% of Time Traveling TBDInclusive Employer At Restaurant Technologies, we celebrate diversity, believe in equity, and are committed to creating an inclusive environment for all employees; All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.If you need assistance or an accommodation due to a disability, please contact us by email at View email address on click.appcast.io Technologies is a Military & Veteran friendly company.Culture & BenefitsOur employees are the foundation of our success and we take care of them! Our comprehensive benefits include professional development, competitive health care coverage, incentives and a healthy work and life balance. We've cultivated an award-winning workplace for driven team members who enjoy a fast pace and rapid growth balanced by a flexible and supportive environment. Paul Business Journal along with The Minnesota Work Life Champions Award while consistently earning a spot on Minnesota's Fastest Growing Companies list. In addition, we've earned numerous awards from our customer base who consider Restaurant Technologies a valued strategic partner.Who We AreRestaurant Technologies is the leading provider of highly innovative and value-enhancing bulk cooking oil management services to the food service industry. Our solution is environmentally sound, highly efficient and creates a safer, more productive work environment for restaurant personnel. With over 35,000 existing customers we are an established, profitable mid-sized company poised for double-digit growth in the coming year. We are headquartered in suburban Minneapolis, Minnesota with a growing number of sites strategically located across the U.