Service Operations Manager

The Service Operations Manager leads a high-performing back-office operations team responsible for ensuring exceptional service delivery and operational excellence. This role emphasizes leadership, accountability, and continuous performance improvement within the team. This position will be responsible for facilitating the establishment and maintenance of management systems needed to scale the organization into a national service company. This individual will collaborate cross‑functionally with leaders in Field Service and Sales to streamline processes, optimize service efficiency, and ensure operational alignment with business goals.

• Lead, coach, and develop the back‑office operations team.
• Set clear performance expectations, KPIs, and accountability standards for each team member.
• Conduct regular one‑on‑one meetings and performance reviews to ensure alignment, growth, and accountability.
• Foster a culture of ownership, collaboration, and results‑driven performance.
• Oversee all scheduling, purchasing, and coordination activities to ensure efficient and accurate service delivery.
• Monitor key operational metrics and drive continuous improvement in service levels and responsiveness.
• Ensure the team maintains proper resource planning (parts, tools, labor) to support service order execution.
• Maintain operational consistency and accuracy across customer touchpoints, documentation, and internal communications.
• Facilitate the establishment and maintenance of management systems needed to scale the organization into a national service company.
• Collaborate closely with the Sales Manager to ensure seamless handoffs between new client acquisition and ongoing customer management.
• Enable the Sales team to focus primarily on new business development by ensuring operational coverage and efficiency for existing accounts.
• Partner with Field Service and Sales to maintain strong customer relationships and satisfaction.
• Responsible for forecasting, reporting, and process automation opportunities.
• Identify, document, and implement operational process improvements to enhance efficiency and scalability.
• Drive the adoption of best practices across all service support functions.
• Contribute to strategic initiatives that improve customer experience, operational transparency, and margin performance.
• Support on execution of strategic growth initiatives.
• All other tasks as assigned.

• 5+ years of experience in service operations management, field service administration, or a related operational leadership role.
• Proven experience leading and developing teams with strong performance accountability.
• Demonstrated success in operational planning, process improvement, and cross‑functional coordination.
• Excellent organizational and communication skills.
• Proficiency in ERP or service management systems, CRM tools (e.g., Net Suite), and Microsoft Office Suite.
• Experience in life sciences, laboratory services, or technical service industry.
• Background in contract management or customer retention strategies.
• Experience with Lean or continuous improvement methodologies.

• I cultivate strong and genuine relationships to create trust and loyalty.
• I exude a positive, passionate, and customer‑centric mindset with both external and internal customers.
• I anticipate the needs and wishes of our customers to exceed their expectations.
• I am empowered to make decisions that are mutually beneficial to the customer and Marathon
  
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• I own and immediately resolve challenges.
• I protect the confidentiality and security of our customers.
• I am committed to continuously learning, growing and innovating.
• I understand how my individual contributions impact both customers and Marathon
  
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• I always demonstrate professional behavior, communication and appearance.
• I embrace an environment of teamwork and flexibility to best serve our customers.