Operations Manager – Service Department

Description

About Us:

LayerZero Power Systems Inc. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability, innovation, and customer satisfaction, we deliver advanced power systems products that ensure uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the data center (our main focus), financial, computer service provision, and semiconductor manufacturing sectorsLayerZero Power Systems is on a trajectory of sustained growth, with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers.

Position Description: Operations Manager – Service Department

The Operations Manager will oversee the daily operations of the Service Department, ensuring efficient processes, high-quality customer delivery, and alignment with organizational goals. This role requires a strategic leader who can balance operational rigor with people development, strategic thinking, driving continuous improvement and scalable systems.

Primary Duties

• Operational Leadership and help create a high functioning post-order team
• Manage day-to-day service operations, including scheduling, resource allocation, and workflow optimization, program management, and project management
• Ensure service delivery meets customer expectations and contractual obligations.
• Monitor KPIs such as response times, resolution rates, and customer satisfaction.
• Team Management & Development
• Lead, coach, and develop service staff to achieve performance and career growth.
• Implement training programs to enhance technical and customer service skills.
• Foster a culture of accountability, safety, and continuous improvement.
• Process & Systems design, improvement, and implementation plan
• Design and implement scalable processes for service delivery, reporting, and escalation.
• Partner with cross-functional teams (Sales, Engineering, HR) to align service operations with company goals.
• Drive adoption of new tools and systems (e.g., scheduling tools, project management tools, operational efficiency programs) to improve efficiency.
• Customer & Partner Engagement
• Serve as a key point of contact for clients and agency partners.
• Ensure proactive communication on service needs, updates, and performance metrics.
• Collaborate with external vendors to maintain service quality and compliance.
• Strategic Planning & Reporting
• Provide executive-level updates on workforce performance, risks, and opportunities.
• Develop dashboards and reports for leadership review.
• Contribute to succession planning and long-term talent architecture.
  
  

Requirements

Skills & Experience:

• Strong background in process design, workforce planning, and KPI management.
• Excellent communication and stakeholder management skills.
• Proven ability to lead teams, manage change, and deliver results in a fast-paced environment.
  
  

Education

• Bachelor’s degree in Business Administration, Operations Management, or related field (preferred).
• 5 years of experience in operations, with at least 2 years in a leadership role.
  
  

What Success Looks Like

• Service department consistently meets or exceeds customer expectations regarding on time delivery and execution of work
• KPIs show measurable improvement in efficiency, quality, and retention.
• Team engagement and development drive long-term resilience.
• LayerZero earns its “unfair share” of top talent and delivers best-in-class service.
  
  

Key Responsibilities

Issue Resolution & Escalation Management

• Own and resolve escalated customer cases that exceed Tier 1 scope, including technical troubleshooting, service delays, and product performance concerns
• Collaborate with engineering, field service, and supply chain teams to drive resolution and communicate updates to customers
• Document case history, resolution steps, and lessons learned in CRM and knowledge base systems
  
  

Process Improvement & Feedback Loops

• Identify recurring issues and partner with operations to implement corrective actions
• Provide structured feedback to product, training, and quality teams to improve documentation, processes, and customer outcomes
• Support root cause analysis and post-mortem reviews for high-impact incidents
• Customer Communication & Retention
• Deliver clear, professional, and empathetic communication to customers throughout the resolution process
• Reinforce service commitments and escalate internally when customer satisfaction is at risk
• Support onboarding and training of Tier 1 agents to improve first-contact resolution
  
  

Qualifications

• 3 years of experience in customer support, technical support, or field service coordination
• Strong problem-solving skills with ability to navigate ambiguity and drive resolution
• Familiarity with CRM systems (e.g., Salesforce, Zendesk) and ticketing workflows
• Excellent written and verbal communication skills
• Experience in manufacturing, power systems, or industrial services preferred
  
  

Success Metrics

• Reduction in repeat issues and escalations
• Time-to-resolution for Tier 2 cases
• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Contribution to knowledge base and process improvements
  
  

What We Offer

• Competitive pay with performance incentives
• 100% company-paid medical, dental, and vision
• 401(k) with company match
• 3 weeks PTO, 8 paid holidays, and 2 floating holidays
• Flexible work environment (onsite, hybrid))
  
  

Why You Will Love Working With Us

• Impact: Develop your skills and expertise in a rapidly growing industry, with your work directly influencing the success of mission-critical projects.
• Innovation: Immerse yourself in an environment that celebrates forward-thinking and continuous improvement.
• Collaborative spirit: Work closely with engineers, marketers, and other professionals to bring ideas to life.
• Grow with us: We are committed to your personal and professional development, offering endless opportunities to improve your skills and advance your career.
  
  

At LayerZero, we are proud to be an Equal Opportunity Employer. We welcome and celebrate diversity, and we are committed to creating an inclusive environment for all employees.