Service Operations Manager

**** ABOUT LVT
****** is on a mission to make the world safer and more secure through rapidly deployable security hardware that runs on our proprietary SaaS platform. Our enterprise-grade safety and security ecosystem makes it easy to secure essentially any physical environment through intelligent automation and actionable insights. As an industry leader in the IoT space, our systems are deployed in every state and adopted by Fortune 500 enterprise companies who share this vision.
****** ABOUT THIS ROLE
****** The Service Operations team’s mission is to drive the strategy, including the processes and initiatives, that enable LVT’s Customer Experience teams to deliver a world-class experience. This role is responsible to track and report key metrics, improve operational efficiency, and streamline processes.
****** RESPONSIBILITIES****
* ** Develop and enhance KPIs and benchmarks to measure service quality, operational efficiency, and team productivity. Critically assess data to understand root causes.**
* ** Manage fleet efficiency and usage for the organization, including asset tracking across the entire fleet, and utilization reporting to minimize operational overhead.**
* ** Identify and lead implementation of cost reduction & scalability strategies to improve gross margin and efficiencies, including managing and tracking the Customer Experience expense budget.**
* ** Serve as the subject matter expert for the core service tools (e.g., Service Now, Oracle Fusion), partnering with cross-functional teams to prioritize feature enhancements and optimize workflows.**
* ** Serve as a trusted advisor and strategic thought leader to Client Services leadership, driving insights and integrating service operations into broader company initiatives.**
* ** Implement system, process and operating rhythms to keep teams focused while able to adjust quickly based on learnings.**
* ** Partner with cross functional teams to prioritize and optimize tools such as Service Now, Acumatica, and Oracle Fusion.**
* ** Ensure operational scalability by refining processes and implementing best practices.
****** QUALIFICATIONS****
* ** 5+ years of experience in strategy & operations, preferably within client services, technical support, or field service organizations.**
* ** Track record of instituting and improving processes that have led to a lasting, measurable service impact.**
* ** Proven ability to quickly analyze key metrics and drive data-informed decisions or recommendations, with experience in financial analysis, budget tracking, and service labor cost modeling.**
* ** Strong collaboration, stakeholder management, and communication skills to align cross-functional teams.**
* ** Ability to move with speed and urgency with a willingness to roll up your sleeves to help the team execute.**
* ** Bachelor’s degree in Business Administration, Operations Management, or a related field.
****** WHO YOU ARE
******** A Lifelong Learner:
** You never stop learning. Your intellectual curiosity drives your growth – no external motivation is required. You see the value of learning about ‘all things.’
****** A Problem-Solver:
** You don’t shy away from challenges; you welcome them with open arms. You’re a logical thinker that allows you to create structure in ambiguity by breaking-down problems to its root-causes, identifying potential solutions, and creating outcomes that take into consideration all potential implications. You have good instincts when data is limited.
****** A Leader:
** You can influence all levels and departments of an organization with the ability to clearly communicate and synthesize complex information. You guide those who may not directly report to you to drive the right outcomes. You’re results driven and comfortable navigating high-stakes, conflict-laden situations – you can act quickly and decisively with objectivity and tact. You hold yourself and your team accountable for delivering on key outcomes.
****** A Catalyst:
** You are an agent of change and an accelerant to everything you touch; you simply just make things better. You turn insights into action. You love having fun but also know when to roll-up your sleeves and…