Service Operations Manager
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Job Description
Service Operations Manager leading the delivery of remote services and managing operational KPIs. Focused on technical support in MR systems, ensuring high customer satisfaction and team development.
Responsibilities:
- Leads a team of Remote Services Specialists (RSS) to ensure delivery against operational KPIs.
- Implements and enforces internal policies, service processes, and operational standards.
- Acts as the first-level escalation point for complex customer issues, service complaints, and critical incidents.
- Drives accountability for queue management, productivity, and service quality.
- Provides direct remote support to customers and field teams, troubleshooting technical issues.
- Manages customer escalations and service complaints in alignment with defined escalation processes.
- Executes remote service activities across platforms supporting incident resolution.
Requirements:
- Bachelor’s degree or equivalent experience in a related discipline.
- Experience in the CS SO AM MR Department
- Strong technical expertise in MR systems and remote service environments.
- Typically, 8–10+ years of relevant experience, including remote support and/or service operations.
- Proven ability to balance people leadership and hands-on technical execution in a working manager model.
- Strong knowledge of RSC tools, workflows, escalation processes, and service delivery models.
- Excellent communication, collaboration, and problem-solving skills.
Benefits:
- medical insurance
- dental insurance
- vision insurance
- 401(k) retirement plan
- life insurance
- long-term and short-term disability insurance
- paid parking/public transportation
- paid time off
- paid sick and safe time
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