Director of Service Operations
Lloyd · Pine Brook, NJ
Tailor my CV for this job — freeTitle: Director of Service OperationsIndustry: Histology / Pathology / Laboratory Services & Equipment
This high-impact leadership role will oversee coordination between customers, service coordinators, field technicians, drivers, and internal teams while managing shifting priorities, urgent repairs, scheduling changes, and time-sensitive customer needs. The ideal candidate is a proactive, accountable, and solutions-oriented people leader who thrives in a fast-paced environment, anticipates challenges, makes real-time decisions, and drives the team toward effective resolutions while maintaining strong communication, organization, responsiveness, and customer service.Your ContributionsOperational Strategy & Work-Order OwnershipDesign and govern end-to-end case and work-order workflows, including intake accuracy, coverage determination, quotations and authorization, parts dependencies, scheduling, documentation, closure, and invoicing readiness.Ensure a consistent assigned operational owner for each service event, with documented status, next action, responsible party, due date, and customer update commitment.Build standardized daily operating procedures, queue management, escalation thresholds, quality controls, and regular exception-focused work-order reviews.Oversee distinct workflows for contract-covered service, billable preventive maintenance, repairs, and OEM or national-account dispatches, including special reporting and compliance obligations.Cross-Functional Service ExecutionPartner with Service Delivery on technical triage, technician competencies, dispatch readiness, field execution, and service documentation; define practical boundaries between operational ownership and technical authority.Coordinate with Purchasing and Warehouse leadership to establish transparent parts-status milestones, clear task ownership, reliable updates, and escalation pathways for delayed or unavailable parts.Own operational customer communication standards and timely resolution of service-event concerns; partner with Client Relations on strategic account trends and retention risks.Process Excellence, Systems & AnalyticsLead improvement of CRM/field-service workflows, including email-to-case routing, account/site/asset accuracy, work-order statuses, dashboards, and automation; collaborate with IT and data owners.Use operational reports and dashboards to lead regular reviews of backlog, stage aging, next-action compliance, quote cycle time, readiness-to-schedule, customer updates, work-order closure, and invoicing exceptions.Monitor workload, staffing coverage, call volumes, work-order volume, and aging to balance team capacity and customer needs.Maintain controlled SOPs, training materials, audit readiness, and quality requirements in partnership with Quality; lead root-cause analysis and sustained corrective improvements.People Leadership & Business PerformanceLead, coach, and develop a team of Service Coordination professionals and working regional leads; establish clear accountability, succession plans, coverage protocols, and career progression.Partner with Finance and Commercial leadership to reduce documentation-related billing delays, improve invoicing readiness, minimize revenue leakage, and support service revenue objectives.Support operational changes through clear team communication, practical implementation plans, and regular updates to leadership.Bringing to the TableMinimum of 7 years of experience in customer service operations, contact center management, service coordination, or a related service operations environment.Minimum of 3 years of direct people management experience, including coaching, performance management, staffing, and daily team oversight.Demonstrated experience leading a customer-facing team that manages high volumes of requests through multiple steps, departments, or operational handoffs.Experience establishing and monitoring team KPIs, escalation procedures, and employee accountability.Experience developing or maintaining standard operating procedures (SOPs), onboarding and training materials, and practical process improvements.Ability to interpret operational reports, identify delays, resolve customer issues, and communicate effectively with employees and leadership.Proficiency with CRM, contact center, work-order, or comparable service management systems.A bachelor’s degree in business, operations, healthcare administration, or a related field is required; equivalent relevant experience will be consideredPreferred QualificationsExperience leading a high-volume, multichannel customer service or contact center operation.Experience in healthcare, medical devices, laboratory equipment, or a technical service environment.Experience with Microsoft Dynamics 365 Field Service or a comparable platform, and operational reporting tools.Experience supporting specialized accounts or customer-specific service requirements and implementing training or workflow improvements.Benefits & IncentivesMedical, Dental, Vision Benefits401KPTO/Vacation