Service Operations Manager

Position Summary

The Service Operations Manager is responsible for overseeing all day-to-day service and yard activities at a site-level for Noank Shipyard and Spicer's Marina in Groton, CT. This role ensures efficient execution of service work, effective supervision of technicians, and delivery of excellent customer experiences. The Service Operations Manager balances operational oversight with hands-on leadership, fostering a safe, high-performing workplace where technicians take pride in their work and customers feel confident in the quality of service delivered.

In the absence of the Regional Service Manager (RSM), the Service Operations Manager assumes responsibility for site-level decision-making and acts as the primary point of contact for service operations, ensuring continuity of leadership and accountability.

Key Responsibilities

• Service & Yard Operations
• Manage and coordinate all service work, including mechanical, electrical, rigging, bottom paint, fiberglass, and related repairs.
• Schedule and oversee boat movements (haul/launch, blocking, mast stepping) in collaboration with the yard team.
• Ensure proper documentation, work orders, and invoicing are completed in alignment with company processes.
• Team Leadership & Supervision
• Supervise and support technicians, assigning jobs, monitoring progress, and ensuring accountability.
• Maintain open daily communication with Service Coordinators, Service Writers, and Parts Staff.
• Approve technician timecards, overtime, and scheduling requests in a timely manner.
• Provide coaching, training, and performance feedback to foster professional growth and alignment with core values.
• Act as the on-site leader in the RSM?s absence, ensuring decisions are made promptly and workflows continue without disruption.
• Quality, Profitability & Safety
• Monitor labor utilization, job profitability, and adherence to estimated budgets.
• Conduct quality control checks on completed work before delivery to customers.
• Lead and enforce yard safety procedures, ensuring proper use of equipment and coordination of lift operations.
• Identify inefficiencies or risks and implement corrective actions promptly.
• Customer & Stakeholder Relations
• Serve as the on-site liaison to marina counterparts, contractors, and boaters.
• Ensure clear communication with customers on service status, timelines, and expectations.
• Represent the company with professionalism, reinforcing trust and long-term relationships.
• Seasonal Campaigns & Special Projects
• Oversee winterization and commissioning campaigns, ensuring timeliness and accuracy.
• Lead workflows and coordinate seasonal planning with Regional leadership.
• Support capital projects, yard improvements, and vendor coordination as required.
• Performance Expectations / KPIs
• Labor utilization = 75% of available technician hours.
• Gross profit margin on service work meets/exceeds budgeted targets.
• AR from service jobs collected within 30 days of invoicing.
• Customer satisfaction: 90% positive post-service survey responses.
• Zero lost-time safety incidents per season.
• On-time completion of 90% of scheduled winterizations/commissioning
• Adapts quickly and efficiently to changing priorities to meet company or member needs
• Other duties as assigned by the Regional Service Manager. All candidates must be ready, willing, and able to work a fully flexible work schedule that may include days, nights, weekends and holidays to meet the fluctuating demands

Experience

• Eagerness to engage in a growing, fast paced, and industry-leading company.
• 3-5 years proven experience running operations and leading a team
• Marina experience preferred.
• Boating experience a plus.
• Proficiency with Microsoft Office Suite required
• Proficiency with Dockwa, Dockmaster, Lightspeed preferred
• Consistently treats others with dignity and respect.
• Genuinely serves others with humility and a positive attitude.
• Ability to demonstrate a bias toward action.
• Always communicates effectively and courteously with fellow teammates and members.
• Willingness to provide a responsive, and high level of service to the team and members.
• Ability to put forth the extra effort to accomplish duties.
• Adapts quickly and efficiently to changing priorities to meet company or member needs
• Other duties as assigned by the Regional Service Manager. All candidates must be ready, willing, and able to work a fully flexible work schedule that may include days, nights, weekends and holidays to meet the fluctuating demands

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.

TPG Marinas? is an Equal Opportunity Employer committed to Diversity, Equity and Inclusion. All qualified job applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.