Sr. Operations Manager, Managed Services
Managed Services Senior Operations Manager
ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years we still retain the spirit of a startup. We are primed for success, and we are currently on a high growth trajectory. We are committed to creating a great product for our customers and a great work environment for our employees to succeed professionally and personally.
ServiceChannel is looking for an Operations Manager to design, build, and sustain the ServiceChannel Managed Work Order Associates (WOA) program supporting the SC Manage operations. This role defines the program operating model (standard work, workflows, controls, and success measures) and ensures the Call Center executes to that design—working in partnership with Call Center leadership to continuously improve overall outputs and achieve desired outcomes across productivity, quality, and overall work order execution. The Operations Manager owns the productivity numbers that support delivery to the SCM deal model today and provide the productivity inputs required for future deals, and is accountable for delivering productivity improvements that increase gross margin (GM%) year over year. Additionally, this leader governs client SOP updates, oversees Not-to-Exceed (NTE) compliance and audit readiness, and supervises Planned Maintenance programming across all SC Managed accounts.
Key Responsibilities
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Design and build the ServiceChannel Managed Work Order Associates (WOA) program and operating model; in partnership with Call Center leadership, establish the governance and operating rhythm (capacity/queue management, performance reporting, action tracking) to ensure execution aligns to program design and desired outcomes.
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Own performance management to the SCM deal model for WO Associates (SLAs, productivity, quality, cost-to-serve), including productivity definitions/targets/reporting, and the productivity assumptions needed to support future deal modeling and pricing.
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Identify, prioritize, and deliver productivity improvements (process, standard work, workflow optimization, and enablement) that reduce cost-to-serve and increase GM% year over year.
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Maintain all program standard work and workflows, including client SOP documentation/updates; translate client rules into operational steps, training, and QA criteria.
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Own end-to-end execution performance and quality controls, including backlog health, cycle time, exception/escalation management, QA auditing, and corrective actions through coaching and process updates.
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Oversee Not-to-Exceed (NTE) compliance, including monitoring, controls, and audits; ensure audit readiness and timely remediation of findings.
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Own and supervise Planned Maintenance (PM) programming for all SC Managed accounts, ensuring consistent execution, scheduling adherence, and reporting.
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Provide strong, dynamic leadership that mentors, develops, and guides team members; set expectations, measure performance, and create clear accountability to standards.
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Partner cross-functionally to standardize work, resolve systemic issues, and scale best practices across SC Managed operations.
Required Skills & Experience
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Bachelor's degree or equivalent years of related experience required.
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7+ years of experience in operations leadership (managed services, workflow operations, shared services, service operations, or similar); people management experience preferred.
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Demonstrated ability to design and run an operations program, including governance and KPI management (productivity, quality, SLAs), standard work/workflow design (SOPs/playbooks, training/enablement, change control), and cross-functional partnership (including Call Center leadership).
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Strong analytical an