Head of Remote Assistance Operations

Operations Manager (PR/610733) Kalamazoo, Michigan Salary: Must be a US citizen Or Green Card Holder
Operations Manager Location: Travel: Up to 25%
About the Opportunity A growing industrial technology and digital transformation organization is seeking an Operations Manager to lead and oversee the daily operations of a distributed technical services team. This individual will be responsible for driving operational excellence, ensuring exceptional client service delivery, managing team performance, and implementing strategic initiatives that support continued growth and customer success.
The ideal candidate will have experience leading technical teams within industrial automation, manufacturing technology, MES, analytics, or related environments and be comfortable managing remote teams, client relationships, and operational KPIs.
Drive recruiting, onboarding, and ongoing training initiatives.
Serve as the senior escalation point for customer support and service-related issues.
Identify and implement process improvements to enhance efficiency and service quality.
Monitor operational KPIs and develop strategies for continuous improvement.
Manage workforce planning, scheduling, and resource allocation.
Foster a high-performance, collaborative culture across distributed teams.
Conduct performance reviews and support employee development initiatives.
Ensure compliance with company policies, procedures, and operational standards.
Oversee the utilization and optimization of CRM, project management, and business systems.
Required Qualifications Bachelor's degree in Engineering, Technology, Business, or a related field preferred.
5+ years of operations, program management, or project management experience in a technical, industrial, manufacturing, or engineering environment.
Experience leading industrial technology, MES, manufacturing systems, analytics, or automation-focused teams.
Demonstrated success managing remote or geographically dispersed teams.
Strong background in KPI development, performance management, and continuous improvement initiatives.
Proficiency with Microsoft Office Suite, project management platforms, and collaboration tools.
Strong client-facing communication and relationship management skills.
PMP certification is preferred.
Ability to travel up to 25%.
Preferred Background Candidates with experience supporting manufacturing operations, industrial automation, digital transformation, MES, SCADA, analytics platforms, or operational technology environments are highly encouraged to apply.
Medical, dental, and vision insurance
Employer-paid life insurance and short-term disability
Paid time off and company holidays
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Employee Assistance Program (EAP)
Additional voluntary benefit offerings including long-term disability, accident, critical illness, hospital indemnity, and telehealth services.

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