Note: The job is a remote job and is open to candidates in USA. ServiceChannel is the leading cloud-based service automation platform for facilities management, and they are seeking a Senior Operations Manager to design and sustain their Managed Work Order Associates program. This role involves defining the program operating model, ensuring execution aligns with desired outcomes, and delivering productivity improvements.
Responsibilities
- Design and build the ServiceChannel Managed Work Order Associates (WOA) program and operating model; in partnership with Call Center leadership, establish the governance and operating rhythm (capacity/queue management, performance reporting, action tracking) to ensure execution aligns to program design and desired outcomes
- Own performance management to the SCM deal model for WO Associates (SLAs, productivity, quality, cost-to-serve), including productivity definitions/targets/reporting, and the productivity assumptions needed to support future deal modeling and pricing
- Identify, prioritize, and deliver productivity improvements (process, standard work, workflow optimization, and enablement) that reduce cost-to-serve and increase GM% year over year
- Maintain all program standard work and workflows, including client SOP documentation/updates; translate client rules into operational steps, training, and QA criteria
- Own end-to-end execution performance and quality controls, including backlog health, cycle time, exception/escalation management, QA auditing, and corrective actions through coaching and process updates
- Oversee Not-to-Exceed (NTE) compliance, including monitoring, controls, and audits; ensure audit readiness and timely remediation of findings
- Own and supervise Planned Maintenance (PM) programming for all SC Managed accounts, ensuring consistent execution, scheduling adherence, and reporting
- Provide strong, dynamic leadership that mentors, develops, and guides team members; set expectations, measure performance, and create clear accountability to standards
- Partner cross-functionally to standardize work, resolve systemic issues, and scale best practices across SC Managed operations
Skills
- Bachelor's degree or equivalent years of related experience required
- 7+ years of experience in operations leadership (managed services, workflow operations, shared services, service operations, or similar); people management experience preferred
- Demonstrated ability to design and run an operations program, including governance and KPI management (productivity, quality, SLAs), standard work/workflow design (SOPs/playbooks, training/enablement, change control), and cross-functional partnership (including Call Center leadership)
- Strong analytical and problem-solving skills with the ability to manage to a deal model (productivity, SLA performance, backlog health, cycle time, cost-to-serve, quality) and deliver continuous improvement that reduces rework and increases consistency
- Experience with compliance controls and audits (e.g., policy adherence, client requirements, financial/approval guardrails such as NTE) and strong written/verbal communication skills to translate requirements into clear operational standards
- Project/program management skills and ability to lead initiatives with multiple stakeholders and competing priorities; proficient in Windows-based applications and comfortable learning workflow tools
- Familiarity with work order and planned maintenance operations (triage, dispatch coordination, status management, escalations, documentation quality) and/or facilities maintenance services
Benefits
- Generous medical, dental, and vision insurance
- Life insurance
- 401k with match
- A flexible time-off policy
- Paid parental leave
- Medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan
Company Overview
Company H1B Sponsorship