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