Sr. Associate Manager, Service Operations

We are seeking a highly motivated and experienced Associate Manager, Service Operations to join our dynamic team, reporting to the Group Manager, Service Operations. The Associate Manager, Service Operations is responsible for driving operational excellence, process standardization, and systems adoption across the network of Milwaukee Tool Factory Service Operations. This role serves as the central coordinator for data management, system enhancements, operational processes, performance management, and continuous improvement initiatives, ensuring consistent execution of service standards across the network.

Working closely with Regional Service Managers, Service Center Branch Managers, Quality, Training, Engineering, Supply Chain, Customer Experience, Digital, IT and other cross-functional teams, the Associate Manager, Service Operations develops and implements standardized operating procedures, monitors performance metrics, and leads initiatives that improve productivity, repair quality, turnaround time, customer satisfaction, and cost efficiency.

The ideal candidate combines strong operational leadership, analytical skills, project management capabilities, and change management expertise to drive consistency and sustained performance improvements across multiple locations.

Duties & Responsibilities

People, Culture & Strategic Leadership:

• Foster Milwaukee Culture expectations with team to create empowered leaders and a one team mentality, and drive innovation and an always improving mindset to maximize organizational capacity and create a collaborative and high-performance team.
• Develop goals and self-evaluate performance toward achieving those goals.
• Drive cross-functional engagement with key business partners to achieve strategic objectives, exceed metrics and deliver on critical improvement projects.
• Assist in Service strategy development to support organizational initiatives, new product development and operational excellence.

Operations Standardization & Governance

• Develop, implement, and maintain standardized operating procedures (SOPs) across all service centers.
• Establish operational standards, workflows, and best practices to drive consistency throughout the repair network.
• Assist with operational audits to evaluate compliance with established standards and procedures.
• Identify operational gaps and implement corrective action plans to address deficiencies.
• Ensure consistent application of service policies, quality requirements, and repair processes.
• Serve as the business owner for service management systems and operational technologies.
• Support implementation, optimization, and adoption of service management systems, ERP platforms, and digital tools.
• Partner with IT and business stakeholders to identify process improvements and system enhancements.
• Develop training materials and support programs that improve user adoption and system utilization.
• Monitor system performance and data integrity across the network.

Performance Management

• Develop and maintain operational scorecards and performance dashboards.
• Analyze service center performance and identify opportunities for operational improvement.
• Monitor key operational metrics including:
• Repair Turnaround Time (TAT)
• Warranty Expense
• Customer Satisfaction
• Service Center Compliance
• Inventory Accuracy
• Lead regular business reviews with regional and service center leaders.

Quality & Continuous Improvement

• Identify opportunities to improve operational efficiency, quality, and customer experience.
• Facilitate root-cause analysis and corrective action activities for recurring operational issues.
• Drive standard work implementation across multiple service locations.
• Measure and communicate benefits realized from improvement…