Service Operations Manager

The Operations Manager plays a critical leadership role within TUDI's Commercial Service team, driving operational excellence, revenue growth, and an exceptional customer experience. This position is responsible for leading service operations, developing high-performing teams, and ensuring alignment with company goals, safety standards, and best practices.

Responsibilities:

• Lead and manage department activities to achieve revenue goals and objectives while maintaining a strong customer focus
• Motivate, coach, and optimize the service team to consistently deliver a superior customer experience
• Execute established business plans to meet and exceed revenue goals
• Consistently administer company policies/procedures while leveraging employee engagement and establishing a culture of accountability
• Work closely and effectively with department managers and cross-functional teams to ensure seamless operations and communication
• Maintain high levels of customer satisfaction by investigating concerns, implementing corrective action and following-up with customers and assigned staff
• Continually monitor performance and develop strategy for optimizing service fulfillment and overall customer experience
• Identify bottlenecks that are impeding the efficient and timely completion of customer service needs and collaborate with Process Improvement team to determine proper resolution
• Manage strategic relationships with local trade schools to secure access to students and alumni
• Promote open, collaborative communication across all levels of the organization
• Reinforce safety standards by continually educating technicians on best practices and field safety
• Support employee engagement and job satisfaction through coaching and thorough annual performance evaluations
• Participate in management team meetings to help develop corporate growth strategy and address operational challenges
• Partner with the Recruiting team on the recruitment, onboarding, and retention of technicians and office support staff
• Lead and support in the ongoing training development program for field and office staff utilizing outside training vendors and Tudi University
• Oversee annual budgeting, planning, forecasting, and operating plans in collaboration with senior leadership