Product Operations Manager

Headquartered in Wilmington, OH, EMSAR is a fast-growing national field services company providing maintenance, repair and installation services to OEMs in the Healthcare, Life-Science, Self-Service/Kiosk, and Security space. EMSAR's customer-centric model enables us to customize and deliver the highest quality solutions to our blue-chip and emerging client base. EMSAR's portfolio of services includes:

• On-site technical field support, including maintenance & repair
• Bench repair and remanufacturing
• Installation
• Call center
• Contract manufacturing and logistics
• FDA compliance and validation
• Project management
• Training and education

The Product Operations Manager oversees the execution and continuous improvement of product operations, commercial support processes, and service delivery activities. This role ensuring products are effectively managed, customers receive exceptional service, and operational processes support sustainable growth and organizational

What you'll be up to:

Product Operations & Execution

• Ensure products are structured, documented, and maintained to support scalable delivery.
• Coordinate cross-functional activities related to product launches, updates, and enhancements.
• Develop and refine operational processes that improve product performance and customer outcomes.
• Monitor product adoption, utilization, and operational effectiveness.

Commercial Operations Support

• Support pricing, quoting, contract administration, and revenue-related processes.
• Partner with sales and leadership teams to ensure products are positioned and sold effectively.
• Track and analyze key commercial metrics, identifying opportunities for growth and process improvement.
• Help align product offerings with market and customer needs.

Service Delivery Excellence

• Ensure product-related services are delivered consistently and in accordance with established standards.
• Identify and resolve operational challenges impacting customer satisfaction.
• Support implementation and onboarding activities to drive successful customer outcomes.
• Collaborate with service teams to improve delivery efficiency and quality.

Team Leadership & Development

• Provide day-to-day guidance, coaching, and support to Product Operations Specialists.
• Prioritize workloads and coordinate resources across initiatives.
• Establish performance expectations and promote accountability.
• Foster a culture of continuous improvement, collaboration, and customer focus.

Process Improvement & Reporting

• Develop and maintain operational dashboards, KPIs, and reporting.
• Identify inefficiencies and implement process improvements.
• Ensure data integrity and operational consistency across systems and workflows.
• Support strategic planning through analysis and actionable recommendations.

What we're looking for and personal characteristics:

• Bachelor's degree in business, management or related technical field OR equivalent work experience
• Strong/Confident interpersonal, oral and written communication skills
• Advanced understanding of service level agreements (SLA's) and Key Performance Indicators (KPI's)
• Inquisitive mind that enjoys problem solving
• Proficiency with Microsoft Office Suite
• Excellent communicator who can clearly and precisely communicate leading questions, instructions, and expectations via verbal and written methods to supported internal and external clients.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Proven ability in developing and maintaining effective internal and external relationships.
• Personal drive to continually learn and apply new product, service and engagement techniques.
• Act with empowerment and confidence to think innovatively and creatively to provide clients solutions and improve EMSAR processes.

Preferred Qualification:

• ServiceMax/Salesforce experience

Work environment and Physical Demands

• Ability to sit for prolonged periods of time at computer system
• Available for overtime, on-call, stand-by and after hours responsibility.