Service Operations Manager

Benefits

• 401(k)
• 401(k) matching
• Competitive salary
• Health insurance
• Paid time off
• Training & development
• Vision insurance

The Service Operations Manager oversees the administrative, inventory, and routing support functions that enable effective repair and service operations. This role provides leadership and operational oversight for teams responsible for parts coordination, routing, and workflow consistency. The Service Operations Manager ensures service work is properly documented, routed, and reconciled in accordance with internal standards and partner requirements. This position owns the full inventory management process, supports routing strategy and capacity planning, and leads staff development and continuous process improvement within the service operations department.

• Oversee the end-to-end inventory management process including ordering, receiving, stock levels, parts distribution, reconciliation, routing dependencies, and audit accuracy
• Provide oversight of routing operations to ensure routes align with geographic zones, technician availability, skill requirements, and capacity standards
• Partner with routing and dispatch staff to balance workloads, reduce inefficiencies, and support on time service completion
• Manage routing processes to ensure efficient route creation, workload balance, and technician availability
• Monitor service-related accounts receivable and partner payments and address documentation or processing issues impacting reconciliation
• Supporting escalation resolution related to routing conflicts, documentation gaps, or service delays
• Supervise staff in parts coordination including hiring, training, workflow oversight, and performance evaluation
• Review system data, job records, part usage, routing outcomes, and financial reports to ensure accuracy and identify process gaps
• Maintain current knowledge of manufacturer service requirements, routing standards, and internal service policies
• Develop and maintain standard operating procedures related to parts inventory, routing, and documentation
• Partner with service leadership to implement improvements, strengthen accuracy, and enhance workflow consistency
• Ensure inventory records, physical counts, and system data match and meet audit standards
• Represent the service operations department in a professional and positive manner with internal and external partners
• Any other duties as assigned

• Three or more years of experience in service operations, inventory management, or warranty processing
• Experience supervising staff in administrative or technical support roles
• Strong knowledge of inventory processes, auditing requirements, and reconciliation
• Proficiency with computer systems including CRM platforms or inventory tools
• Strong communication and relationship building skills
• Ability to analyze documentation, reports, and inventory data for accuracy
• Ability to resolve discrepancies by collaborating with technicians and external partners
• High attention to detail with strong organizational skills
• Ability to manage competing priorities in a fast-paced service environment
• Knowledge of warranty, manufacturer, or appliance related processes preferred

• Ability to sit or stand for extended periods of time
• Regular use of a computer, phone system, and office equipment
• Ability to lift up to twenty pounds for parts handling, inventory, or packaging

• Office setting within a high-volume service operations department
• Frequent communication with technicians, parts staff, routing staff, and leadership
• Work requires managing documentation deadlines, inventory changes, and routing timelines
• Environment may involve balancing multiple workflows and coordinating with external partners