Field Operations Manager

Essential Duties

• Own the staffing plan including forecasting, hiring, and allocating positions to meet evolving business demands.
• Lead the development and execution of weekly goals, ensuring alignment with operational metrics and overall organizational objectives.
• Provide performance management and coaching to team members to drive accountability and individual growth.
• Oversee daily operations as the primary point of contact for our customer, ensuring consistent communication and effective issue resolution.
• Ensure successful facilitation and participation in Quarterly Business Reviews (QBRs) and company KPI initiatives.
• Ability to travel may be required.

Roles & Responsibilities

• Own all contract-related operational deliverables, including SLAs, compliance metrics, and pricing adjustments.
• Oversee tools, asset repair processes, and technical training in collaboration with QA and Leadership teams.
• Ensure consistent SLA compliance and resolve service issues with vendors and internal stakeholders.
• Identify and escalate production roadblocks affecting team performance.
• Lead cross-departmental projects focused on process and operational improvements.
• Develop and deliver training programs aligned with compliance and procedural standards.
• Ensure timely completion of internal workflows and triage of diagnostic backlogs per SOPs.
• Manage vendor relationships and ensure accurate customer billing and pricing updates.
• Create and maintain SOPs to reflect evolving processes.
• Supervise safety, cleanliness, and efficiency of worksites across regions.
• Align operational efficiency with financial goals to drive profitability.
• Represent operations in cross-functional meetings and provide performance insights and strategic recommendations.
• Lead end-to-end partner site launches, including planning, resource allocation, training, and post-launch analysis.
• Standardize launch procedures to ensure consistent and effective site activations.
• Commit to a culture of continuous improvement, safety, and high performance.
• Attend and participate in quarterly company leadership meetings, collaborating on company initiatives and deliverables.
• Drive organizational excellence, ensuring a work culture of Diversity, Equity and Inclusion by living the company’s vision and core values.
• Other duties as requested by leadership

Qualifications

• 5+ years experience in a management role, with direct supervisory experience
• 4+ years experience in project management including planning and launch
• 2+ Years of experience in Customer Service roles
• Preferred experience in IT operations, device lifecycle management or hardware support environment
• Committed to staying current on technology, procedures and training for manufacturers 
• Skilled in writing proposals and reports supported by data and metrics
• Proven ability to analyze data to inform decisions and drive business outcomes
• Comfortable working in ambiguity and charting a clear path forward
• Effective collaboration with stakeholders across all organizational levels
• Track record of delivering results in fast-paced, complex environments
• Quick, thoughtful, and disciplined execution
• Experience with NetSuite or Salesforce strongly preferred
• Ability to travel less than 10% of the year (as dictated by business needs)