Service Operations Manager

Description

We are looking for a highly organized and experienced Service Operations Manager to oversee and optimize the daily operations of our RMA and Internal Lab/Warehouse Operations. The ideal candidate will ensure the efficiency of these operations through monitoring performance and driving continuous improvements through KPIs. The Service Operations Manager will play a key role in streamlining and documenting processes, reducing operational costs, and driving scalability in a fast-growing environment.

Key Responsibilities:

RMA - Cross-Functional Communication

• Monitor and stay current with responses to various Slack channels related to the fulfillment of Customer advanced replacement RMAs
• Report on readouts to executive leadership team
• Work closely with several teams, including Support, for changes in the areas of process improvement, tools enhancements/automation, and train the trainer activities
• Keep current process documentation as it relates to the areas of Advance Replacement RMA, Lab/Warehouse inventory management, and Return To Vendor processes
  
  

Coordination Across Repair Operations And Warehouse:

• Partner with the technical and the planning teams to ensure the proper FRUs are being prioritized with the lab repair team.
• Continuously assess repair processes and identify opportunities for improvement in terms of efficiency, cost savings, automation and quality enhancement. Implement new techniques, tools, or technologies to improve inventory velocity.
  
  

Inventory Management:

• Oversee the accuracy of FRU part inventory, both physically and as reflected in the ERP.
• Order and restock materials as necessary to maximize throughput.
• Track and analyze key performance metrics to assess effectiveness; inventory accuracy, aging by location, etc.
  
  

Reporting and KPI Management

• Daily/Weekly/Monthly reporting including cross-functional alignment on initiative to improve performance
• Consistent drive for taking cost out of the Service Operation processes
  
  

Requirements:

Education: Bachelor's degree in Business, Operations Management, or related field (or equivalent work experience).

Experience:

• 5+ years of experience in service operations, customer service, logistics, related fields.
• Proven leadership experience in managing teams and optimizing operational processes.
• Experience working in a 24/7 Global environment
  
  

Skills:

• Strong leadership, problem-solving, and decision-making abilities.
• Excellent communication skills (both verbal and written).
• Strong analytical skills and experience with performance tracking.
• Ability to work well under pressure and manage multiple priorities.
  
  

Technical: Familiarity with service management software and tools (e.g., Salesforce, Jira, NetSuite, etc.).

Certifications (optional): Lean Six Sigma, ITIL, or other relevant certifications in service operations.

Preferred Qualifications:

• Six Sigma business process certification
• Experience at data infrastructure companies, integrated data services, hardware, software and cloud services at the enterprise Customer level
  
  

Requirements

None