Operations Manager – Service Department at LayerZero Power Systems

Full-timeDescriptionAbout 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 DepartmentThe 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 teaManage day-to-day service operations including scheduling resource allocation and workflow optimization program management and project managementEnsure service delivery meets customer expectations and contractual obligations.Monitor KPIs such as response times resolution rates and customer satisfaction.Team Management & DevelopmentLead 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 planDesign 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 EngagementServe 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 & ReportingProvide 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.Key Responsibilities:Issue Resolution & Escalation ManagementOwn and resolve escalated customer cases that exceed Tier 1 scope including technical troubleshooting service delays and product performance concernsCollaborate with engineering field service and supply chain teams to drive resolution and communicate updates to customersDocument case history resolution steps and lessons learned in CRM and knowledge base systemsProcess Improvement & Feedback LoopsIdentify recurring issues and partner with operations to implement corrective actionsProvide structured feedback to product training and quality teams to improve documentation processes and customer outcomesSupport root cause analysis and post-mortem reviews for high-impact incidentsCustomer Communication & RetentionDeliver clear professional and empathetic communication to customers throughout the resolution processReinforce service commitments and escalate internally when customer satisfaction is at riskSupport onboarding and training of Tier 1 agents to improve first-contact resolutionSuccess MetricsReduction in repeat issues and escalationsTime-to-resolution for Tier 2 casesCustomer satisfaction (CSAT) and Net Promoter Score (NPS)Contribution to knowledge base and process improvementsQualifications3 years of experience in customer support technical support or field service coordinationStrong problem-solving skills with ability to navigate ambiguity and drive resolutionFamiliarity with CRM systems (e.g. Salesforce Zendesk) and ticketing workflowsExcellent written and verbal communication skillsExperience in manufacturing power systems or industrial services preferredEducation:Bachelors degree in Business Administration Operations Management or related field (preferred).What We Offer:Competitive pay with performance incentives100% company-paid medical dental and vision401(k) with company match3 weeks PTO 8 paid holidays and 2 floating holidaysFlexible 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. Salary Description$120000 to $140000Required Experience:Manager Key Skills Customer Service,ABAP,Apps,Electronics Engineering,Large Account Management,Client Services Employment Type : Full-Time Experience: years Vacancy: 1 Yearly Salary Salary: 120000 - 140000