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, an