What are the responsibilities and job description for the Program Manager - Service Operations position at Leslie's Poolmart, Inc.?
DIVE IN TO A NEW CAREER WITH LESLIE'S:
Leslie's Pool Supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000 retail stores in 39 states plus PRO, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's
Note: This position is based at our corporate office in Phoenix, AZ, and follows a hybrid work schedule. Remote work is not available for this role. Candidates must reside within commuting distance, as relocation assistance is not provided. Additionally, applicants must be authorized to work in the United States without the need for current or future employer-sponsored visa support.
This position is not open to agency submissions.
Position Overview
The Program Manager – Service Operations will oversee and optimize service operations processes across the organization. This role will manage and support the Service Dispatch Supervisor and Service Operations Specialist, ensuring efficient alignment of workflows and cross-department collaboration. The Program Manager will play a critical role in streamlining communication, maintaining service excellence, and driving process improvements to support organizational goals.
Key Responsibilities
- Lead, manage, and develop the Service Dispatch Supervisor and Service Operations Specialist
- Report directly to the VP of Service and Water Maintenance while serving as a key liaison between service operations and other departments
- Drive improvements in both software and personal communication, assessing current tools to determine where to build, enhance, or replace solutions in order to strengthen customer service, ensure reliable communication, and enable seamless software execution in the field
- Collaborate cross-functionally with multiple teams (Service, Sales, Finance, HR, IT, Maintenance, etc.) to ensure processes align and information flows effectively across the business
- Facilitate recurring meetings via Microsoft Teams to drive operational consistency and communication
- Develop, document, and implement procedures to improve service operations efficiency and effectiveness
- Monitor service operations metrics and performance to identify areas for improvement
- Build strong relationships with corporate and field teams through regular communication and in-person engagement
Qualifications
- Bachelor’s degree in Business Administration, Operations Management, or related field (preferred)
- Minimum 2-3 years of experience in a similar role with proven success in process development and procedural alignment
- Strong leadership skills with experience managing direct reports
- Proficiency in Microsoft Office Suite (Teams, Word, Excel, Access, Outlook, etc.)
- Excellent communication and organizational skills, with the ability to manage multiple priorities
- Proven track record of cross-functional collaboration and process improvement
- Willingness and ability to travel as required (~20%), including several weeks annually in Phoenix to work alongside the team and strengthen team rapport
Preferred Skills
- Experience in service operations or field service management
- Familiarity with service dispatch systems or workflow management tools
- Strong problem-solving and analytical skills
