Service Optimization Manager

What you will do

The Service and Installation Optimization Manager coordinates regional operations support functions across dispatch, part administration, case management, and technical support, ensuring consistent, high-quality delivery. The role drives alignment of service goals, supports product rollouts, and implements process improvements to enhance operational efficiency and compliance.

The role calls for a proven leader with over 7 years of experience in service operations, including 3 years managing cross-functional teams. A strong background in high-volume environments, process optimization, and stakeholder collaboration is essential. Candidates should be proficient in service and ERP platforms.

• Lead and manage dispatch, parts admin, case management, and technical support functions to ensure consistent, high-quality delivery across a regional scope of approximately 15,000 installations and 90,000 service cases per year, totaling approx $100M USD of Revenue per year.
• Supervise and develop a diverse team ensuring optimal staffing, coaching, and performance management.
• Serve as the primary liaison between corporate and operations support teams, maintaining alignment with installation and service goals.
• Manage escalations and resource allocation, prioritizing support for key accounts and contracts to maximize efficiency and customer satisfaction.
• Promote company objectives in coordination with regional sales, customer support operations, and field teams to enhance customer experience and retention.
• Define and implement process improvements, cost‑saving initiatives, and risk mitigation strategies based on performance metrics and stakeholder feedback.
• Support new product rollouts and technical enablement, ensuring field readiness through training, documentation, and cross‑functional coordination.
• Ensure compliance with health, safety, and operational standards, supporting audits and maintaining documentation accuracy across all support functions.
• Maintain strong cross‑functional relationships with regional Field Operations, Customer enablement functions, HR, and Safety teams to foster collaboration and alignment.
• Report regularly to the Regional Operations Director, providing updates on performance, escalations, and strategic initiatives.
• Oversee operational KPIs, conduct performance reviews, and lead status updates to drive continuous improvement and accountability.
• Approve operational needs such as overtime, PTO, travel, and purchase requisitions, ensuring alignment with budget and policy.
• Perform other duties as assigned, contributing to broader organizational goals and initiatives.

• A bachelor’s degree in a technical or business‑related field is preferred; however, candidates with proven experience will also be considered.
• 7+ years of experience in service operations, construction, logistics, or technical support, with at least 3 years in a leadership role overseeing cross‑functional teams.
• Advanced certifications (e.g., Lean Six Sigma, APICS, PMP) are a strong asset.
• Proven track record managing high‑volume service environments, including dispatch, case management, and field technical support.
• Experience supporting regional operations with measurable impact on service performance, customer satisfaction, and revenue.
• Strong analytical thinking with the ability to anticipate trends and adapt strategies accordingly.
• State or individual State license as required.

• Proficient in service management platforms (e.g., Service Max, Salesforce) used in high-volume environments.
• Familiar with enterprise resource planning systems (e.g., SAP, Oracle).
• Skilled using Microsoft Office Suite (Excel, Word, PowerPoint) and collaboration platforms (e.g., SharePoint, Teams, Smartsheet).
• Familiarity of Retail loss prevention systems – RFID, Electronic Article Surveillance (EAS), video surveillance systems, and inventory management platforms.

• Proficiency in English (required).
• Desired competency in a second language, Spanish or French.
• Ability to communicate effectively with varying audience groups and levels.