Service Operations Manager

Service Operation Manager

Location: This position is located at the ARM offices in Spring Lake 

Role Description: This is a fantastic opportunity for a proactive, customer-obsessed leader wanting to deliver the highest level of service in the most timely and efficient manner. As the Manager of the Service Delivery Department and Function, this position will lead and develop our service-focused team, while building internal customer relationships to deliver satisfaction, execute on our service offerings, and build brand loyalty amongst our current and future clients. 

Responsibilities: 

• Responsible for maintaining positive relationships with clients and ensuring their needs are met
• Oversee the delivery of services to clients and coordinate the efforts of cross functional teams to ensure that services are delivered in a timely and efficient manner
• Track and monitor the performance of services, identify areas for improvement, and implement changes as needed
• Manage data collection for analysis of metrics to achieve productivity targets, reduce costs, eliminate errors, and deliver continued excellent service
• Ensure that service level agreements are met and that the services provided meet the required quality standards
• Managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget
• Building and maintaining high-performing teams, and fostering a positive working environment
• Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively

Skills and Qualifications: 

• A bachelor's degree in a business-related field or equivalent experience required
• 8 plus years of experience leading and managing large teams
• 5 plus years of experience in financial and account reporting experience 
• Experience in operations, leadership, and logistics strongly preferred
• Strong IT skills, including database development
• Proven customer service, project management, and quality control skills
• Working knowledge of management and/or data software programs, including Tableau, QuickBooks, or other applicable
• Good resource planning skills with attention to detail
• Excellent leadership and customer service skills
• Ability to foster a strong sense of teamwork amongst Service Delivery Team