Apply on Employer Site

ComputerCare · 1 month ago

Field Operations Manager

United States

Full-time

Remote

Mid, Senior Level

$96K/yr - $120K/yr

5+ years exp

ComputerCare is seeking a Field Operations Manager to drive operational excellence across service teams. This role involves overseeing staffing, performance management, and daily operations while ensuring compliance and effective communication with customers and vendors.

ComputerConsumer ElectronicsInformation Technology

Responsibilities

Own the staffing plan including forecasting, hiring, and allocating positions to meet evolving business demands

Lead the development and execution of weekly goals, ensuring alignment with operational metrics and overall organizational objectives

Provide performance management and coaching to team members to drive accountability and individual growth

Oversee daily operations as the primary point of contact for our customer, ensuring consistent communication and effective issue resolution

Ensure successful facilitation and participation in Quarterly Business Reviews (QBRs) and company KPI initiatives

Own all contract-related operational deliverables, including SLAs, compliance metrics, and pricing adjustments

Oversee tools, asset repair processes, and technical training in collaboration with QA and Leadership teams

Ensure consistent SLA compliance and resolve service issues with vendors and internal stakeholders

Identify and escalate production roadblocks affecting team performance

Lead cross-departmental projects focused on process and operational improvements

Develop and deliver training programs aligned with compliance and procedural standards

Ensure timely completion of internal workflows and triage of diagnostic backlogs per SOPs

Manage vendor relationships and ensure accurate customer billing and pricing updates

Create and maintain SOPs to reflect evolving processes

Supervise safety, cleanliness, and efficiency of worksites across regions

Align operational efficiency with financial goals to drive profitability

Represent operations in cross-functional meetings and provide performance insights and strategic recommendations

Lead end-to-end partner site launches, including planning, resource allocation, training, and post-launch analysis

Standardize launch procedures to ensure consistent and effective site activations

Commit to a culture of continuous improvement, safety, and high performance

Attend and participate in quarterly company leadership meetings, collaborating on company initiatives and deliverables

Drive organizational excellence, ensuring a work culture of Diversity, Equity and Inclusion by living the company’s vision and core values

Other duties as requested by leadership

Qualification

Customer service experienceIT operations experienceProject managementData analysisProposal writingVendor managementContinuous improvementFast-paced executionTraining developmentSOP creationTeam supervisionPerformance managementCompliance knowledgeDiversityInclusionResource allocationAmbiguity managementKPI trackingSite launch managementPerformance insightsStrategic recommendationsSafety managementOperational excellenceTechnical trainingComplex environment experienceExecution disciplineHardware support experienceNetSuite experienceSalesforce experienceEffective collaboration