What are the responsibilities and job description for the Regional Operations Manager position at Keysight Technologies and Careers?
Overview:
Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.
Responsibilities:
Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***
Keysight is at the forefront of technology innovation, delivering breakthroughs and trusted insights in electronic design, simulation, prototyping, test, manufacturing, and optimization. Our ~15,000 employees create world-class solutions in communications, 5G, automotive, energy, quantum, aerospace, defense, and semiconductor markets for customers in over 100 countries. Learn more about what we do.
Our award-winning culture embraces a bold vision of where technology can take us and a passion for tackling challenging problems with industry-first solutions. We believe that when people feel a sense of belonging, they can be more creative, innovative, and thrive at all points in their careers.
Regional Operations Manager (Roseville Service Hub)
Role Purpose
The Service Center Manager is accountable for leading a large, multi-disciplinary service center, delivering high-quality, efficient, and customer-centric services. The role focuses on excellence in customer service delivery and customer experience, while driving product efficiency, capability innovation, and large-scale service & product supportability transformation.
The Manager ensures the service center operates as a future ready, high-performing operation that continuously improves customer outcomes, operational efficiency, and organizational value.
Key Responsibilities
1. Customer Service Delivery & Customer Experience
- Provide operational leadership to ensure consistent, high-quality customer service across all entitled products and service lines.
- Own and embed a customer-centric service model focused on customer needs, experience, and outcomes.
- Define, monitor, and improve customer service standards, SLAs, KPIs, and customer satisfaction metrics - CSAT.
- Act as the senior escalation point for complex or high-impact customer issues.
- Use customer insights, feedback, and journey mapping to drive continuous improvement in customer experience.
2. Product Efficiency & Service Performance
- Oversee the performance and lifecycle management of service center products and services.
- Drive improvements in efficiency, productivity, and cost-to-serve through process optimization, standardization, and simplification.
- Leverage data and performance analytics to improve throughput, service reliability, and product value.
- Balance customer experience, service quality, speed, and cost to optimize overall service outcomes.
- Ensure clear accountability for product ownership and performance.
3. Capability Innovation & Transformation
- Lead the design and implementation of innovative service delivery capabilities, including digital services, automation, self-service, AI, and analytics.
- Champion continuous improvement and innovation across the service center.
- Translate strategic priorities and emerging customer expectations into scalable, future-ready service models.
- Partner with technology, transformation, and business leaders to deliver end-to-end service transformation initiatives.
- Build organizational agility to adapt services to evolving customer and business needs.
4. Workforce Leadership & Scale Management
- Lead, inspire, and develop a large workforce, including Operating managers, supervisors and team leaders.
- Establish clear organizational structures, role clarity, and performance expectations.
- Drive workforce planning, capability development, succession planning, and talent retention.
- Lead cultural and change initiatives to support high performance, innovation, and customer focus at scale.
- Promote employee engagement, wellbeing, safety, and sustainable performance.
5. Stakeholder, Financial & Governance Management
- Build strong relationships with leaders and key stakeholders to align service delivery with organizational priorities.
- Manage operational budgets and resources to deliver value for money and sustainable outcomes.
- Provide transparent, data-driven reporting on service performance, customer experience, risks, and transformation progress.
- Ensure strong governance, risk management, and compliance across all service center operations.
Key Outcomes
- Consistently high-quality customer service delivery and improved customer experience
- Measurable gains in product efficiency, productivity, and cost effectiveness
- Successful implementation of innovative, future-ready service capabilities
- A highly engaged, capable workforce
- Strong executive and stakeholder confidence in service center performance
Essential
- Should have Bachelors or Master’s degree in Science, Engineering or associated stream.
- 10 yrs of experience in customer service delivery, customer engagement & experience and product efficiency management
- Demonstrated capability in driving operational efficiency and service optimization
- Thorough understanding of products and performance to improve supportability
- Leadership experience managing large customer service or operations
- Experience leading transformation, innovation, or digital enablement initiatives
- Strong financial, analytical, and performance management skills
- Exceptional stakeholder engagement and change leadership capability
Desirable
- Experience in customer operations, product management or service-based environments
- Exposure to digital service platforms, automation, or AI-enabled service delivery
Leadership Capabilities
- Customer-centric and outcomes-focused leadership
- Strategic and ecosystems thinking
- Products evolution and innovation
- Ability to lead through change and transformation
- Commercial and financial acumen
- Inclusive, collaborative, and empowering leadership style
Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***
The level of role will be based on applicable experience, education and skills; Most offers will be between the minimum and the midpoint of the Salary Range listed below.
Roseville, CA pay range: MINIMUM $138,960.00, MIDPOINT: $185,280.00, MAX $231,600.00
Note: For other locations, pay ranges will vary by region
This role is eligible for Keysight Results Bonus Program
US Employees may be eligible for the following benefits:
- Medical, dental and vision
- Health Savings Account
- Health Care and Dependent Care Flexible Spending Accounts
- Life, Accident, Disability insurance
- Business Travel Accident and Business Travel Health
- 401(k) Plan
- Flexible Time Off, Paid Holidays
- Paid Family Leave
- Discounts, Perks
- Tuition Reimbursement
- Adoption Assistance
- ESPP (Employee Stock Purchase Plan)
Salary : $138,960 - $231,600