Director of Service Operations

Location: Irvine, CA (Hybrid - Onsite Monday, Wednesday & Thursday)

Compensation: $160,000-$185,000 base salary + annual bonus

Overview

We are seeking a strategic and customer-focused Director of Service Operations to lead our post-sale service organization, including Service Desk, Service Administration, Technical Support, and Training functions.

This leader will drive service performance, customer satisfaction, SLA attainment, and operational excellence while helping scale and mature the service organization. The ideal candidate has experience supporting complex equipment, hardware, capital equipment, medical devices, industrial technology, commercial equipment, or similar installed products.

This is not a back-office operations role. Success requires balancing customer-facing leadership with internal operational excellence.

Responsibilities

• Lead Service Desk, Service Administration, Technical Support, and Training teams.
• Serve as the senior escalation point for critical customer issues and service-related concerns.
• Participate in customer reviews, escalation meetings, and strategic customer discussions.
• Drive continuous improvement initiatives focused on SLA attainment, response times, customer satisfaction, and operational efficiency.
• Develop proactive strategies to prevent recurring customer issues and improve service quality.
• Build scalable service processes, SOPs, and governance frameworks.
• Establish and monitor KPIs including SLA attainment, First-Time Fix Rate, MTTR, CSAT, NPS, Resolution Time, Technician Utilization, and Cost-to-Serve.
• Partner cross-functionally with Sales, Operations, Supply Chain, Product Management, and Engineering to improve customer outcomes.
• Lead workforce planning, budgeting, forecasting, and resource allocation.
• Develop managers and teams through coaching, accountability, and performance management.

Required Qualifications

• 10+ years of service operations leadership experience.
• 5+ years leading managers in a customer-facing service organization.
• Experience supporting a large installed base of equipment, hardware, medical devices, industrial systems, commercial equipment, or technical products.
• Bachelor's degree in Business Administration or related field.
• Proven experience handling customer escalations and executive-level customer communications.
• Strong ownership of service performance metrics, KPIs, and SLA management.
• Experience leading technical support, field service, service administration, customer support, or aftermarket service organizations.
• Experience driving service transformation, operational improvement, and organizational scaling.
• Experience managing distributed teams and third-party service partners.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.