Associate Manager, Field Operations

About the Role

The Field Operations Associate Manager is responsible for leading and developing a specialty-aligned team of Field Operations Representatives and Senior Field Operations Specialists who support field associates and leaders. This role provides day-to-day leadership, coaching, performance management, workforce planning, and operational oversight to ensure service level expectations and support objectives are achieved. The Associate Manager serves as the primary leader for assigned associates, creating a culture of accountability, development, engagement, and continuous improvement.

In addition to people leadership responsibilities, this role manages complex escalations, oversees operational performance, and partners with business stakeholders to ensure effective service delivery and operational continuity. The Associate Manager collaborates closely with peers, leadership, and support partners to promote standardized processes, share best practices, and enhance the overall field support experience.

• lead, coach, and develop a team of Field Operations Representatives and Field Operations Specialists through regular one-on-one meetings, development planning, performance discussions, team meetings, and ongoing coaching activities.
• manage associate performance by establishing expectations, monitoring results, conducting quarterly and annual performance reviews, recognizing successes, and addressing performance concerns as necessary.
• support staffing and talent management activities including workforce planning, interviewing, hiring, onboarding, succession planning, and retention efforts.
• review workloads, service levels, ticket volume, backlog trends, and operational priorities to ensure resources are aligned with business needs and support commitments,
• manage complex operational and technical escalations, providing guidance and leadership to associates while coordinating issue resolution activities across business partners.
• monitor operational performance metrics, customer satisfaction trends, quality results, and support effectiveness; identify opportunities for improvement and corrective action.
• partner with business stakeholders, field leadership, and cross-functional teams to address operational challenges, support readiness activities, and improve service delivery.
• establish and reinforce consistent processes, operating practices, and service expectations across assigned specialty teams while partnering with peers to promote organizational consistency.
• support implementation of operational initiatives, process changes, system enhancements, and organizational priorities while ensuring associate readiness and adoption.
• share operational insights, performance trends, and best practices with leadership and peer teams while contributing to continuous improvement initiatives.

• Associate's degree in a related field or the equivalent through a combination of education and related work experience
• Five years of experience in operational support, customer support, service delivery, field operations, or related functions
• Demonstrated leadership experience, including coaching, mentoring, training, or leading teams in a fast-paced operational environment
• Experience managing complex operational issues, escalations, or cross-functional problem resolution activities
• Proven ability to analyze operational data, performance metrics, and service trends to identify opportunities for improvement
• Strong written, verbal, and interpersonal communication skills with the ability to communicate effectively with associates, leaders, business partners, and vendors
• Demonstrated ability to prioritize competing demands, manage multiple work streams, and meet service level…