Job Summary: The Service Operations Manager is responsible for overseeing the entire service management system within the organization. This role involves developing and implementing service policies and procedures, managing a team of service professionals, and ensuring that service activities meet or exceed company objectives. The Service Operations Manager conducts regular audits, reviews service performance data, and collaborates with other departments to drive continuous improvement initiatives. Key responsibilities include managing service documentation, ensuring compliance with industry standards and regulations, and reporting on service performance to senior leadership. Responsibilities: Managing Service Operations  Overseeing daily operations of service department  Developing and implementing strategies to improve efficiency and customer satisfaction  Ensuring compliance with company policies and procedures  Maintaining and analyzing service metrics to identify areas for improvement Budget and Resource Management  Creating and managing service department budget  Identifying cost saving opportunities and implementing strategies to reduce expenses  Negotiating contracts with vendors and suppliers  Managing inventory and ordering necessary supplies and equipment Customer Relationship Management  Building and maintaining positive relationships with customers  Addressing and resolving customer complaints and escalations  Collaborating with sales and marketing teams to identify and pursue new business opportunities Quality Assurance  Ensuring service standards and procedures are followed by all staff  Conducting regular quality control checks to ensure customer satisfaction and identify areas for improvement  Implementing corrective actions and process improvements to maintain high quality service delivery Continuous Improvement  Staying updated on industry trends and best practices  Conducting research and implementing new technologies and processes to improve service operations  Facilitating training and development opportunities for service staff to enhance their skills and knowledge. Team Management:  Lead and manage a team, providing guidance, feedback, and support.  Set goals and KPIs for team members and monitor performance.  Foster a positive and collaborative work environment.  Develop and implement training programs to keep team members updated on trends and strategies. High Impact Behaviors:  Strategic Decision Making: A manager must be able to assess complex situations, consider long-term implications, and make decisions that align with the organization9s vision and goals. This involves critical thinking, foresight, and the ability to balance various stakeholders9 interests.  Effective Communication: Clear and transparent communication is vital for a manager. This includes articulating vision, expectations, and feedback in a way that motivates and engages team members. It also involves active listening and openness to input from all levels of the organization.  Fostering Team Growth: A high impact manager invests in the development of their team members. This behavior includes mentoring, providing opportunities for professional growth, and creating an environment where continuous learning is encouraged and valued. Qualifications:  Bachelor9s in Business Administration, Supply Chain Management, or related field, with at least 5 years experience., with at least 2 years experience as a people manager or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.  Proven experience in import/export operations with significant supervisory experience.  Expert level understanding of advanced failure analysis techniques.  Strong problem-solving and analytical skills to identify issues and develop effective solutions.  Excellent verbal and written communication skills to report findings and make recommendations.  Strong analytical skills to interpret complex data and translate it into actionable insights.  Proficiency in data analysis tools and software, such as Excel, Google Analytics, and various CRM platforms.  Experience with digital marketing strategies, including SEO, PPC, and SEM campaigns.  Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.  A strategic thinker with a test and learn approach to marketing efforts and process improvements.  Resource Allocation: Allocate personnel, tools, and other resources efficiently to achieve project goals. Balance competing priorities and adapt as needed.  End-to-end Project Management: Lead improvement projects from initiation to completion. Monitor progress, address challenges, and ensure timely delivery of measurable results.