Manager, Service Operations
Harbor IT
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $101,480 - $111,741 per year
Job Level
Mid-LevelSenior
About the role
- Lead, coach, and develop Service Operations Team Leads to deliver consistent, high-quality performance
- Own end-to-end service delivery, ensuring SLA compliance, service quality, and client satisfaction
- Drive capacity planning, forecasting accuracy, and resource utilization across Service Operations
- Improve operational efficiency through cycle time reduction, throughput improvement, and standardization
- Design and implement organizational and process improvement initiatives to support scale
- Monitor, analyze, and act on service KPIs aligned to the Master Service Operations KPI framework
- Partner cross-functionally to maintain interdepartmental SLAs and seamless client experiences
- Ensure clear documentation, knowledge sharing, and audit-ready service processes
Requirements
- Bachelor’s degree or equivalent practical experience
- 5+ years of experience in operations, service delivery, or fulfillment leadership
- Proven success managing teams or team leads in a high-volume, deadline-driven environment
- Strong expertise in capacity planning, process improvement, and KPI-driven management
- Demonstrated ability to drive operational efficiency and measurable performance improvement
- Experience working cross-functionally to deliver complex service outcomes
- Strong analytical, decision-making, and stakeholder communication skills
Benefits
- health benefits
- flexible paid time off
- parental leave
- fertility and adoption assistance
- 401(k)
- educational reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
capacity planningprocess improvementKPI managementservice deliveryoperational efficiencycycle time reductionthroughput improvementresource utilizationservice qualitySLA compliance
Soft skills
leadershipcoachinganalytical skillsdecision-makingstakeholder communicationteam managementinterdepartmental collaborationclient satisfactionorganizational skillsknowledge sharing
Certifications
Bachelor's degree