Service Center Operations Manager

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.

Position Overview:

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

Essential Functions and Responsibilities:

1. People Leadership:
   1. Lead and inspire service center teams by setting a clear, inclusive vision and fostering a culture of accountability, collaboration, and continuous improvement
   2. Develop team capability through coaching, training, and leadership development, ensuring staff have the tools and support needed to succeed
2. Operations Management:
   1. Oversee multi-site service center operations, ensuring efficient, consistent, and high-quality service delivery
   2. Delegate day-to-day oversight while maintaining visibility through strong systems, reporting, and communication
   3. Identify operational challenges and implement solutions to improve productivity, reduce downtime, and enhance service quality
3. Workforce Planning & Utilization:
   1. Optimize technician utilization through effective scheduling, workload alignment, and performance monitoring
   2. Partner with scheduling teams to ensure staffing levels and skillsets meet operational demand
4. Customer Experience:
   1. Ensure high levels of customer satisfaction by monitoring service quality, addressing concerns, and driving continuous improvement
   2. Build and maintain strong customer relationships aligned with business goals
5. Financial & Performance Management:
   1. Monitor key performance metrics, including utilization, expenses, and team engagement
   2. Lead initiatives to improve cost efficiency, reduce waste, and enhance overall profitability
6. Cross-Functional Collaboration:
   1. Partner with internal teams to align service offerings, promotions, and customer feedback
   2. Foster strong communication to support organizational goals and a unified customer experience
7. Process Improvement & Innovation:
   1. Drive continuous improvement of systems, workflows, and processes to increase efficiency and reduce errors
   2. Identify and implement new technologies and best practices to enhance service delivery
8. Compliance & Safety:
   1. Ensure adherence to all safety standards, regulatory requirements, and company policies
   2. Promote a safe work environment through consistent enforcement of safety and quality protocols
9. Vendor & Partner Relations:
   1. Manage relationships with vendors and external partners to ensure quality, reliability, and alignment with company values
   2. Collaborate with Merchandising and other teams on vendor-related initiatives
10. Culture & Values:
    1. Model and promote company values, including sustainability, social responsibility, and community engagement
    2. Support initiatives that strengthen employee engagement and an inclusive workplace culture
11. Additional Responsibilities:
    1. Adhere to all Co-op policies and procedures;
    2. Understand and adhere to the cooperative principles;
    3. Participate in department meetings and complete all required trainings for the purpose of maintaining Co-op standards
    4. Adhere to and model the behavior described in the Manager’s Code of Conduct; and
    5. Other duties as assigned

Required Skills/Experience and Attributes:

1. At least 5 years of management experience in a service-oriented environment with a demonstrated ability to lead teams, manage multiple locations, and drive operational improvements in a fast-paced setting.
2. Strong experience managing and optimizing technician utilization. Proven ability to monitor, assess, and adjust technician schedules and workloads to ensure high utilization rates that meet or exceed company targets.
3. Extensive experience in overseeing the day-to-day operations of service centers, including resource allocation, scheduling, and process optimization.
4. Ability to develop and implement effective service strategies.
5. Excellent communication and interpersonal skills, with the ability to motivate and engage teams, manage difficult conversations, and maintain strong relationships with both customers and vendors.
6. Proven ability to manage budgets, monitor cost structures, and implement cost-saving initiatives without compromising on service quality.
7. Skilled at identifying and leveraging operational efficiencies.
8. A passion for delivering exceptional customer service, with the ability to manage customer expectations and resolve issues promptly. Proactive in monitoring and improving service quality.
9. Strong problem-solving skills and the ability to adapt to changing demands and priorities. Proven track record of handling complex situations with ease and grace.
10. Deep understanding of environmental sustainability, social equity, and ethical business practices. Ability to inspire teams to contribute to these values through daily operations.
11. While primarily office-based, this role requires occasional site visits and the ability to inspect and assess operations in service center environments. Flexibility to adjust work hours as necessary to meet operational needs.

Attendance Requirements:

Monday through Friday daytime hours, with flexibility to adjust hours as necessary to meet the needs of the service centers. Some evenings and weekends may be required with advanced notice.

The salary range for this position is $31.27 - $46.91.  This range represents the full earning potential for the role as skills and tenure grow. The expected hiring range is $35.25 - $37.99, which supports internal equity and aligns with current budget parameters, while preserving opportunity for future increases.

Salary : $31 - $47