Service Center Operations Manager

Overview

Job Location:

Norwich, VT 05055

Position Type:
Full Time

Salary Range: $31.27 - $46.91 Hourly

We are a cooperative; cooperation is at the heart of everything we do. At our Co-op, we believe cooperation means creating space for everyone. We strive to bring individuals together from diverse backgrounds, cultures, and life experiences to achieve shared goals. We practice kindness and foster a workplace where respect, acceptance, equity, honesty, and belonging are more than values, they are lived every day.

Why? Because connection strengthens us. It helps us build the ecosystem we want to work in and be part of.

And…because kindness matters! Kindness nurtures community, and communities thrive when we all work together. If you’re passionate about community and making a difference, we’d love to work with you.

The Service Center Operations Manager is responsible for overseeing the seamless operation of two service centers, ensuring high levels of customer satisfaction, operational efficiency, and optimal technician performance. This role requires a strategic leader capable of driving both daily operational excellence and achieving key performance metrics, particularly technician utilization rates and inventory management. The Service Center Operations Manager will lead teams across multiple locations, ensuring that all resources, including technicians, are efficiently utilized to meet and exceed service delivery goals while fostering a collaborative and continuous improvement-driven culture.

The individual is responsible for ensuring compliance with various certifications, including Class A and B Operator Certifications, ASE Certifications, and Vehicle Inspector Certifications, across both Vermont and New Hampshire.

• People Leadership:
  • Lead and inspire service center teams by setting a clear, inclusive vision and fostering a culture of accountability, collaboration, and continuous improvement
  • Develop team capability through coaching, training, and leadership development, ensuring staff have the tools and support needed to succeed
• Operations Management:
  • Oversee multi-site service center operations, ensuring efficient, consistent, and high-quality service delivery
  • Delegate day-to-day oversight while maintaining visibility through strong systems, reporting, and communication
  • Identify operational challenges and implement solutions to improve productivity, reduce downtime, and enhance service quality
• Workforce Planning & Utilization:
  • Optimize technician utilization through effective scheduling, workload alignment, and performance monitoring
  • Partner with scheduling teams to ensure staffing levels and skillsets meet operational demand
• Customer
  
  Experience:
  
  
  • Ensure high levels of customer satisfaction by monitoring service quality, addressing concerns, and driving continuous improvement
  • Build and maintain strong customer relationships aligned with business goals
• Financial & Performance Management:
  • Monitor key performance metrics, including utilization, expenses, and team engagement
  • Lead initiatives to improve cost efficiency, reduce waste, and enhance overall profitability
• Cross-Functional Collaboration:
  • Partner with internal teams to align service offerings, promotions, and customer feedback
  • Foster strong communication to support organizational goals and a unified customer experience
• Process Improvement & Innovation:
  • Drive continuous improvement of systems, workflows, and processes to increase efficiency and reduce errors
  • Identify and implement new technologies and best practices to enhance service delivery
• Compliance & Safety:
  • Ensure adherence to all safety standards, regulatory requirements, and company policies
  • Promote a safe work environment through consistent enforcement of safety and quality protocols
• Vendor & Partner Relations:
  • Manage relationships with vendors and external partners to ensure quality, reliability, and alignment with company values
  • Collaborate with Merchandising and other teams on vendor-related initiatives
• Culture & Values:
  • Model and promote company values, including sustainability, social responsibility, and community engagement
  • Support initiatives that…