ABOUT THIS ROLEThe Service Operations team's mission is to drive the strategy, processes, and initiatives that enable LVT's Customer Experience teams to deliver a world-class experience. Reporting to the Sr. Director of Strategy & Operations, theService Operations Manager serves as a strategic partner and the analytical engine of the post-sales organization. This role goes beyond standard data analysis to architect scalable, hands-on process engineering frameworks, ensuring that all post-sales teams operate with data-backed efficiency, predictable quality, and long-term operational excellence.
This particular position requires registering with the state of Utah as an Alarm Agent. This process includes a federal background check/fingerprinting and an application.
ROLE RESPONSIBILITIES- Lead Strategic Initiatives: Own complex, cross-functional projects that improve revenue predictability, pipeline efficiency, customer expansion, and operational scalability from discovery through implementation, adoption, and measurement.
- Own Planning, Forecasting & Operational Intelligence: Build and improve forecasting, pipeline coverage, quota capacity, productivity, and GTM performance models. Own the reporting suites, KPI frameworks, and analytical infrastructure leadership uses to run the business.
- Drive Business Cases: Model the impact of pricing, product mix, discounting, conversion rates, attach rates, capacity, and market assumptions. Translate findings into executive-ready recommendations, investment cases, and strategic tradeoff decisions.
- Improve Data Quality: Identify root causes, improve data quality standards, and partner with teams to drive measurable performance improvements. Partner with Data, Finance, IT, and GTM Systems to strengthen data warehouses, ERP/service platforms, and reporting workflows.
- Support Annual & Quarterly Planning: Partner with leadership on planning, quota setting, capacity planning, segmentation, headcount planning, and goal-setting. Turn strategic priorities into clear operating plans and execution rhythms.
- Build Scalable Operating Frameworks: Design processes that can scale without unnecessary manual work or operational overhead.
- Drive Cross-Functional Execution & Change Management: Align cross function teams and stakeholders to clarify tradeoffs, remove blockers, and drive adoption of new processes, dashboards, planning tools, and operating rhythms.
OUR IDEAL CANDIDATE- Experience & Ownership: 6-10+ years in Business Operations, Revenue Operations, Service Operations, GTM Strategy, FP&A, Service Operations, Data Analytics, or a similarly analytical operating role, with proven ownership of complex cross-functional programs.
- Strategic & Analytical Thinking: Ability to connect operational analysis to company strategy, revenue growth, GTM efficiency, capacity planning, customer experience, and resource allocation decisions.
- Advanced Systems, Modeling, BI & Data Skills: Ability to become an expert on systems. Expert-level Excel or Google Sheets skills, with experience building forecasting, scenario planning, capacity, funnel, and multi-variable models. Strong BI experience in tools like Tableau, Looker, or similar platforms is preferred.
- Process Architecture & Scalable Execution: Experience designing scalable processes, handoffs, escalation paths, accountability frameworks, reporting workflows, and operating rhythms with measurable business outcomes.
- Business Diagnosis & Problem Solving: Ability to diagnose complex business problems using funnel analysis, cohort analysis, trend analysis, segmentation, forecasting, process analysis, and root cause analysis.
- Executive Communication & Influence: Ability to translate complex analysis into clear narratives, business cases, recommendations, and tradeoff discussions for senior leaders and cross-functional stakeholders.
- Operational Judgment & Change Management: Strong judgment on prioritization, execution feasibility, stakeholder alignment, rollout planning, training, adoption tracking, and iteration.
- Ownership Mindset: Scrappy, independent, and highly accountable, with a bias toward building durable systems, documentation, templates, and processes that make the organization better over time.
BENEFITSWe believe you do your best work when your whole life is supported. We invest in our crew's health, families, and financial futures with a benefits package designed to support you inside and outside the office. Full-time benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.
