Service Operations Manager

We are a growth-oriented technology-enabled services organization supporting customers across multiple markets. Our Field Services team delivers reliable installation, maintenance, and technical support statewide, combining a safety-first mindset with a relentless focus on customer experience and operational excellence. The Service Operations Manager (State Operations) owns end-to-end field service delivery across an entire state, leading a multi-layer organization of supervisors, leads, and technicians.

This role is accountable for customer satisfaction, SLA attainment, workforce planning, safety and compliance, inventory & fleet stewardship, and cost-to-serve performance. The manager sets the operational cadence, develops talent, standardizes processes, and drives continuous improvement to achieve best-in-class service outcomes.
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* Key Responsibilities:

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* Qualifications:

** Bachelor's degree in Business, Operations, Engineering, or relevant experience required; advanced degree a plus.

Demonstrated use of data to manage performance; advanced Excel or analytics skills; familiarity with CMMS/FSM platforms. Strong change management, stakeholder communication, and customer-facing skills; calm under pressure and escalation-savvy.
** Requirements:
** Valid driver's license; ability to travel intrastate (up to 40–60% as needed). Ability to lift and move equipment as required for site visits and audits; adherence to all safety protocols.

Proficiency with Microsoft 365 (Teams, Excel, PowerPoint, SharePoint) and field mobility apps; strong written and verbal  office role with field/site time, depot/warehouse. Noise levels and conditions vary by site; PPE required as applicable. Evening/weekend coverage may be required for escalations.

- ** We are Grover Gaming!
** At Grover Gaming, we build entertainment experiences that excite and inspire. From innovative electronic games to mission-driven partnerships, our work powers charitable gaming across the country, helping nonprofits fund the causes that matter most. We believe in doing what you love and doing it with purpose. Our team of innovators, creators, and problem-solvers is shaping the future of charitable gaming.

Together, we are building more than games, we are #playingitforward by building community, impact, and opportunity.  
• Join a passionate team in one of the most exciting sectors of the gaming industry     
• Be part of a mission-driven organization that supports charitable causes     
• Competitive salary and benefits     
• Opportunities for advancement and growth     
• A culture built on innovation, integrity, and service  #LI-AM1
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