Director of Service Operations

Seeking an experienced Director of Service Operations to lead and elevate national service performance. This role is responsible for delivering exceptional customer support, optimizing field operations, and ensuring strong alignment between internal teams and an external dealer service network.

Key Responsibilities

• Lead, mentor, and develop the service organization, including technical support, dispatch, warranty, coordination, training, and field service teams.
• Oversee national day-to-day service operations to ensure timely, high-quality customer support and field response.
• Own warranty claim processes, root-cause analysis, and corrective action initiatives to improve product reliability and customer satisfaction.
• Direct parts, dispatch, and service coordination functions to optimize scheduling, resource allocation, and issue resolution.
• Establish and lead service training programs supporting continuous development of customer service and technical personnel.
• Drive operational excellence through KPI development, performance tracking, and implementation of standardized operating procedures.
• Partner closely with engineering, production, and sales teams to translate customer feedback into product and process improvements.
• Strengthen relationships with a nationwide dealer service network, ensuring alignment on performance expectations, training, and service standards.
• Deliver executive-level reporting on service performance, trends, risks, and improvement opportunities.
• Foster a culture of accountability, collaboration, and customer-first execution across the service organization.

Qualifications & Experience

• 5–10 years of leadership experience managing service or technical support organizations within manufacturing, automotive, industrial equipment, or related technical environments.
• Demonstrated success leading cross-functional service teams in fast-paced, customer-driven organizations.
• Strong understanding of field service workflows, warranty management, parts operations, and customer service best practices.
• Proven ability to analyze performance data, establish measurable goals, and drive operational accountability.
• Excellent leadership, communication, and stakeholder influence skills.
• High emotional intelligence with a coaching-oriented leadership style.
• Technical aptitude related to electrical, mechanical, or charging systems strongly preferred.
• Passion for building scalable service organizations and delivering exceptional customer experiences.