Regional Service Operations Manager

Department: Operations

Employment Type: Full Time

Location: Salt Lake City, Utah

Compensation: $60,000 - $65,000 / year

Description

Calling all fellow slushie junkies, Frazil fans, and frozen beverage connoisseurs!  Freezing Point is the fastest growing frozen beverage company in the US and the maker of Frazil, 100% Juice Frazil, and Café Tango! If you are a tireless innovator, and collaborative multitasker who excels under pressure, read on…we may be the perfect team for you!   Position Summary:  One of the biggest barriers to entry before offering frozen slush in convenience stores, gas stations, schools, etc. is the cost of a machine (and the repairs it may need later). That’s where we come in! Freezing Point offers the Frazil bundle program which provides a machine – free of cost – to individual stores. This includes installation, service & repair, and removal when needed.   

With more than 40,000 machines nationwide we rely on a growing network of third-party service providers capable of installing, repairing, and replacing machines. Our Regional Service Ops Managers will be key players in the sourcing, managing, and oversight of our third-party service providers.   

This is a new position and Freezing Point is looking for a data-driven, confident, and creative manager to take ownership and build this position. This will be a challenging, individual-contributor role with lots of ambiguity. Along the way you will partner closely with, and receive mentorship from, a talented group of senior leaders while you establish the scope and impact of this new position.  

Key Responsibilities

On any given day you may: 

• Build and maintain relationships with nationwide service providers including sourcing, onboarding, training, and remediation or replacement when necessary.   
• Manage provider performance against established SLA’s including job completion, accuracy, cost, etc.   
• Partner closely with internal teams including Customer Service, Logistics, and Customer Success managers to ensure seamless completion of work and provider success.   
• Oversee the watchlist or account prioritization for assigned providers.  
• Manage aging service requests and expedite resolution.  
• Utilize provider relationships to resolve high profile issues.  
• Balance cost vs. customer experience for critical resolutions.   
• Coordinate regional efforts to prevent and control service escalations.   
• Collect, analyze, and report back on provider performance including recommendations or next steps to senior leaders and members of the executive team.   
• Maintain CRM and provider account information in associated systems.   
• Other projects as assigned.   

Skills, Knowledge, and Expertise

Required Qualifications and Skills:

• Bachelor’s degree from a four-year college or university in business, business management, supply chain management or related field.   
• 3+ years in operations vendor or partner management; preference given to experience working within the trade industry. Recent grads with applicable internship experience are also encouraged to apply.  
• A demonstrated track record of developing and successfully executing on KPI’s. 
• This role includes presentation building, managing larger data sets, basic analytics and requires advanced proficiency in Microsoft Office including Excel and Power Point. 

  Who will be successful in this role? Our Service Operations team has a broad background in a variety of fields. While specific industry experience is not required, the key skills and behaviors needed to succeed in this role include:  

• You have exceptional communication and follow-up. You are a natural born communicator and are comfortable communicating in writing, over the phone, and in person. You communicate well under pressure and have experience navigating high-stakes conversations that have direct implications to budget, customer experience, or contract success.  
• You are a relationship builder, both internally and externally. You build rapport through active listening, professionalism, and execution. You know that the success of any B2B relationship hinges on delivering as promised and navigating difficult conversations.   
• You are a strong team player with a collaborative work style. You empathize before you criticize and always look to find the common ground. You give and receive feedback well. You contribute through sharing ideas but are more focused on the success of the overall team than ego.  
• You have a proven system to manage your time. This isn’t your first rodeo. You know your indivi