Senior Operations Service Manager

The Role

The Sr Operations Service Manager (OSM) serves as the primary post‑installation operational interface for a portfolio of named, elite enterprise customers. Acting as a critical customer advocate and strategic liaison, the OSM is accountable for operational excellence, service continuity, and a differentiated customer experience across the post deployment lifecycle.

This role operates at the intersection of service delivery, operational leadership, customer engagement, and transformation execution. The OSM partners closely with Repair Centers, Network Operations, Engineering, Automation, and other cross‑functional technical teams to escalate, coordinate, and resolve complex operational issues when standard processes fall short.

Beyond day‑to‑day service management, the OSM is explicitly accountable for driving operational transformation—including automation adoption, AI‑enabled efficiency, data‑driven decision making, and continuous service improvement. The role requires the ability to translate complex operational data into clear executive‑level narratives, influence senior stakeholders, and lead change across organizational and functional boundaries.

In addition, the OSM provides leadership through mentoring peers, facilitating cross‑functional collaboration, and supporting management with shared strategic, operational, and cultural leadership responsibilities.

Core Accountabilities

The TSM / OSM is directly accountable for the following outcomes:

Customer Operational Health & Experience across assigned enterprise accounts
Executive‑level communication and storytelling using data and analytics
Driving transformation, automation, and AI adoption within service operations
Ownership of complex escalations, root cause analysis, and preventative action
Leadership through influence, change execution, and peer mentorship

Location

This is a Work from Home position within the U.S.

The Main Responsibilities

Key Responsibilities

Customer Operations & Escalation Leadership

Serve as the primary escalation point for assigned enterprise customers, including after‑hours support when required, when standard operational processes do not meet customer expectations.
Once engaged in an escalation, act as the central point of ownership and communication, coordinating internal resources across Repair Centers, Network Operations, Engineering, and leadership to drive resolution.
Proactively manage high‑impact incidents, chronic service issues, and abnormal operational conditions, ensuring clear accountability, transparency, and customer confidence throughout the lifecycle.
 

Executive Communication & Operational Storytelling

Develop, curate, and deliver customized operational reporting and recurring Operations Reviews for enterprise and executive audiences.
Use data, analytics, and visual storytelling techniques to clearly communicate service performance, trends, risks, and opportunities—moving beyond metrics to tell a compelling operational story.
Present confidently and effectively to executive, SVP, and C‑level audiences, translating technical and operational complexity into business‑relevant insights and recommendations.
Take ownership of customer‑facing presentations related to service performance, Root Cause Findings (RFOs), Service Improvement Plans (SIPs), and major operational initiatives.
 

Transformation, Automation & AI Enablement

Actively drive operational transformation initiatives, with explicit accountability for identifying opportunities to improve efficiency, consistency, and customer outcomes.
Lead and direct customer implementations of enterprise automation and AI solutions, supporting initiatives ranging from proof‑of‑concept and pilot programs to large‑scale production deployments.
Leverage AI‑enabled tools and automation platforms to improve incident response, analysis, reporting, decision‑making, and productivity.