Description
As the Field Operations Manager, you will be responsible for driving operational excellence across cross-functional service teams, ensuring efficient workflows, measurable performance outcomes, and a high standard of service delivery. In this role, you will work closely with internal leaders, vendors, and partners to execute strategic objectives while supporting your team’s development and maintaining compliance with internal and external expectations.
Essential Duties
Own the staffing plan including forecasting, hiring, and allocating positions to meet evolving business demands.
Lead the development and execution of weekly goals, ensuring alignment with operational metrics and overall organizational objectives.
Provide performance management and coaching to team members to drive accountability and individual growth.
Oversee daily operations as the primary point of contact for our customer, ensuring consistent communication and effective issue resolution.
Ensure successful facilitation and participation in Quarterly Business Reviews (QBRs) and company KPI initiatives.
Ability to travel may be required.
Roles & Responsibilities
Own all contract-related operational deliverables, including SLAs, compliance metrics, and pricing adjustments.
Oversee tools, asset repair processes, and technical training in collaboration with QA and Leadership teams.
Ensure consistent SLA compliance and resolve service issues with vendors and internal stakeholders.
Identify and escalate production roadblocks affecting team performance.
Lead cross-departmental projects focused on process and operational improvements.
Develop and deliver training programs aligned with compliance and procedural standards.
Ensure timely completion of internal workflows and triage of diagnostic backlogs per SOPs.
Manage vendor relationships and ensure accurate customer billing and pricing updates.
Create and maintain SOPs to reflect evolving processes.
Supervise safety, cleanliness, and efficiency of worksites across regions.
Align operational efficiency with financial goals to drive profitability.
Represent operations in cross-functional meetings and provide performance insights and strategic recommendations.
Lead end-to-end partner site launches, including planning, resource allocation, training, and post-launch analysis.
Standardize launch procedures to ensure consistent and effective site activations.
Commit to a culture of continuous improvement, safety, and high performance.
Attend and participate in quarterly company leadership meetings, collaborating on company initiatives and deliverables.
Drive organizational excellence, ensuring a work culture of Diversity, Equity and Inclusion by living the company’s vision and core values.
Other duties as requested by leadership
Qualifications
5+ years experience in a management role, with direct supervisory experience
4+ years experience in project management including planning and launch
2+ Years of experience in Customer Service roles
Preferred experience in IT operations, device lifecycle management or hardware support environment
Committed to staying current on technology, procedures and training for manufacturers
Skilled in writing proposals and reports supported by data and metrics
Proven ability to analyze data to inform decisions and drive business outcomes
Comfortable working in ambiguity and charting a clear path forward
Effective collaboration with stakeholders across all organizational levels
Track record of delivering results in fast-paced, complex environments
Quick, thoughtful, and disciplined execution
Experience with NetSuite or Salesforce strongly preferred
Ability to travel less than 10% of the year (as dictated by business needs)
ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
