Director of Service Operations

Director of Service Operations

Location: Irvine, CA (Hybrid - Onsite Monday, Wednesday & Thursday)

Compensation: $160,000-$185,000 base salary + annual bonus

Overview

We are seeking a strategic and customer-focused Director of Service Operations to lead our post-sale service organization, including Service Desk, Service Administration, Technical Support, and Training functions.

This leader will drive service performance, customer satisfaction, SLA attainment, and operational excellence while helping scale and mature the service organization. The ideal candidate has experience supporting complex equipment, hardware, capital equipment, medical devices, industrial technology, commercial equipment, or similar installed products.

This is not a back-office operations role. Success requires balancing customer-facing leadership with internal operational excellence.

Responsibilities

• Lead Service Desk, Service Administration, Technical Support, and Training teams.
• Serve as the senior escalation point for critical customer issues and service-related concerns.
• Participate in customer reviews, escalation meetings, and strategic customer discussions.