Senior Operations Manager, Managed Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement the ServiceChannel Managed Work Order Associates (WOA) program and operational framework; collaborate with Call Center leadership to establish governance and operating procedures (capacity/queue management, performance reporting, action tracking) to ensure the execution is in line with program design and expected outcomes.

• Take responsibility for performance management relating to the SCM deal model for WO Associates (SLAs, productivity, quality, cost-to-serve), including defining/setting targets for productivity, reporting, and the assumptions necessary to support future deal modeling and pricing.

• Identify, prioritize, and execute productivity enhancements (process improvements, standard work, workflow optimization, and enablement) that aim to reduce cost-to-serve and enhance GM% year after year.

• Maintain all program standard work and workflows, which includes updating client SOP documentation; convert client rules into actionable operational steps, training materials, and QA criteria.

• Oversee the performance and quality control of end-to-end execution, including backlog management, cycle time, exception/escalation handling, QA auditing, and corrective measures through coaching and process modifications.

• Supervise Not-to-Exceed (NTE) compliance, which involves monitoring, controls, and audits; ensure readiness for audits and timely resolution of findings.

• Manage and oversee Planned Maintenance (PM) programming for all SC Managed accounts, guaranteeing consistent execution, adherence to schedules, and accurate reporting.

• Provide effective and dynamic leadership that mentors, develops, and supports team members; establish expectations, assess performance, and foster accountability to standards.

• Collaborate across functions to standardize operations, address systemic issues, and propagate best practices throughout SC Managed operations.

⛳️ Requirements

• A bachelor's degree or equivalent years of relevant experience is required.

• Over 7 years of experience in operations leadership (managed services, workflow operations, shared services, service operations, or similar); experience in people management is preferred.

• Proven capability to design and manage an operations program, encompassing governance and KPI management (productivity, quality, SLAs), standard work/workflow design (SOPs/playbooks, training/enablement, change control), and cross-functional collaboration (including with Call Center leadership).

• Strong analytical and problem-solving abilities with a focus on managing a deal model (productivity, SLA performance, backlog health, cycle time, cost-to-serve, quality) and delivering continuous improvements that minimize rework and enhance consistency.

• Experience with compliance controls and audits (e.g., adherence to policies, client requirements, financial/approval constraints such as NTE) and excellent written/verbal communication skills to clearly convey requirements into operational standards.

• Project/program management expertise and the capability to lead initiatives with multiple stakeholders and competing priorities; proficiency in Windows-based applications and a willingness to learn workflow tools.

• Preferred: familiarity with work order and planned maintenance operations (triage, dispatch coordination, status management, escalations, documentation quality) and/or facilities maintenance services.

🏝️ Benefits

• Generous medical, dental, and vision insurance

• Life insurance

• 401k with matching contributions

• Flexible time-off policy

• Paid parental leave