Service Administrative Supervisor

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

📋 Description

• Lead the administrative operating system for Remote Services.

• Guide, develop, and hold the wider administrative team accountable.

• Establish expectations, conduct structured one-on-ones, and carry out performance evaluations.

• Manage the team's coverage model with designated primary and backup coverage.

• Create and uphold weekly operational cadences, escalation protocols, action-item accountability, and leadership reporting.

• Foster the growth of administrators through coaching and organized development.

• Determine intake, prioritization, and escalation decisions for the administrative team.

• Oversee the purchase order lifecycle management across all accounts.

• Handle change order administration from start to finish.

• Supervise invoicing processes and ensure billing accuracy across the account portfolio.

• Track contract expirations, renewals, excess charges, rate reviews, and changes in scope.

• Maintain precise billing records and assist with budgeting and forecasting.

• Act as the escalation point for billing disputes, purchase order inquiries, and invoicing issues.

• Manage service management platform configuration, automations, routing rules, service levels, users, groups, and change control.

• Oversee timesheet and time-entry system administration and reconciliation.

• Administer the customer onboarding workflow tool.

• Manage bookings, work orders, and charge-code administration.

• Uphold document-control standards and manage the procedure library.

• Supervise administrative customer onboarding from intake validation through to go-live confirmation.

• Ensure onboarding delivery standards are met and drive recovery plans or escalations as needed.

• Coordinate administrative field dispatch and dispatch automation.

• Manage on-call rotation execution and scheduling.

• Compile and analyze data for Quarterly Business Reviews.

• Prepare and present monthly and quarterly operational and financial reports.

• Serve as the operational liaison with Sales, Finance, account executives, and branch leadership.

• Identify process gaps and initiate practical improvements.

• Execute work in compliance with regulations, best practices, and company health, safety, and compliance policies.

⛳️ Requirements

• Proven financial and commercial operations expertise, including purchase order lifecycle management, change order administration, multi-account invoicing, and contract/renewal tracking.

• Ability to oversee operational platform configuration, encompassing testing, documentation, change control, and ongoing maintenance.

• Strong familiarity with service management or ticketing platforms, including automation logic, routing rules, and service-level configuration.

• Knowledge of ERP or commercial systems that support booking, work order, charge-code, and invoicing workflows.

• Experience with project or workflow management tools at an administrative or configuration level.

• Strong leadership skills, including setting expectations, developing individuals, conducting structured performance discussions, and holding a team accountable.

• Excellent delegation abilities, including constructing coverage models and promoting team ownership.

• Program or project management discipline, with a focus on managing concurrent workstreams and delivery cadence.

• Strong data and reporting capabilities, with proficiency in Excel and business intelligence tools.

• Ability to draft clear, structured procedures and maintain them in a regulated document library.

• Exceptional written and verbal communication skills.

• Strong stakeholder management abilities.

• High attention to detail in billing and financial contexts.

• Proficiency in Microsoft Office, including Outlook, Excel, Word, PowerPoint, and document management platforms.

• Ability to adapt to changing priorities and lead through transitions.

• Diploma or bachelor’s degree in Business Administration, Finance, Operations Management, or a related field preferred.

• An equivalent combination of education and directly relevant experience may be considered.

• A minimum of 5 years of experience in operations, contract administration, financial operations, service operations, or program/project management.

• At least 2 years in a supervisory or leadership role.

• Proven experience in administering or configuring an operational platform beyond the user level.

• Experience managing contracts, renewals, rate reviews, or account financial health in a service or managed services environment preferred.

• Experience in Remote Services, managed services, service operations, or a field-service environment preferred.

🏝️ Benefits

• 10 Company Holidays and Paid Time Off starting at 13 days annually.

• Fun & Laughter Day Off.

• Medical, Dental & Vision Plan.

• Life insurance & Disability Plan.

• Wellness Program.

• 401K Matching Plan.

• Colleague Assistance Program.

• Tuition reimbursement.

• Competitive salary and compensation plan.

• Vehicle reimbursement plan or company vehicle.

• Corporate Social Responsibility Day.

• Cell phone reimbursement (if applicable).

• Paid parental leave.