Senior Manager, Service Excellence

Senior Manager, Service Excellence

At Refreshments, service excellence is the foundation of sustainable growth. We are seeking an experienced, field-oriented Senior Manager, Service Excellence to support operational performance across an assigned region by driving execution, improving consistency, and accelerating business results. Reporting to the Director of OpX, this leader serves as a key operational partner to Market Center, District, and regional leadership teams. The Senior Manager, Service Excellence will help translate business priorities into disciplined execution by supporting operational standards, driving continuous improvement initiatives, and strengthening accountability across the region.

This role supports customer satisfaction, service execution, client retention, safety, employee engagement, operational efficiency, fleet readiness, productivity improvement, and margin enhancement. The successful candidate will bring strong business judgment, operational discipline, analytical capability, and the ability to influence leaders at multiple levels of the organization. This is a highly visible, field-facing role requiring the ability to balance strategic priorities with practical execution.

The Senior Manager, Service Excellence will identify performance opportunities, support operational improvements, reinforce best practices, and foster a culture focused on safety, accountability, service excellence, and continuous improvement. This is a remote position with up to 80% travel. Location Requirement:
Candidates must reside within the assigned region. Preferred locations include the following major metropolitan areas:
Chicago, Detroit, Indianapolis, Milwaukee, Minneapolis, St. Louis.

Job Responsibilities

• Service Excellence & Operational Execution
• Support operational consistency, standardization, and continuous improvement across assigned markets.
• Translate regional priorities into actionable plans that improve service execution, productivity, safety, client satisfaction, and financial performance.
• Partner with Market Center and District leaders to identify operational challenges and implement practical solutions.
• Establish and reinforce operational routines, performance review processes, and accountability mechanisms.
• Monitor key operational metrics and support action planning to improve customer satisfaction, service delivery, productivity, revenue, EBIT, and margin.
• Drive adoption of company systems, processes, and service excellence best practices.
• Champion initiatives that improve service quality, customer experience, employee engagement, and operational performance.

Business Performance & Continuous Improvement

• Analyze operational and financial data to identify opportunities for performance improvement.
• Monitor key performance indicators, including revenue, margin, labor utilization, route efficiency, inventory performance, customer retention, safety, and service standards.
• Educate leaders on operational drivers impacting productivity, profitability, and customer experience.
• Facilitate development and execution of measurable improvement plans.
• Support implementation of continuous improvement initiatives that drive sustainable operational results.
• Assist with operational assessments, business reviews, and performance improvement efforts.

Growth & Client Partnership

• Partner with Sales and Operations teams to support client retention and organic growth initiatives.
• Help strengthen customer relationships through consistent service execution and operational excellence.
• Support implementation of strategic service initiatives and business improvement opportunities.
• Identify opportunities to enhance customer experience and drive long-term client value.
• Ensure service execution supports client…