Job Details

Overall Role:

The Assistant Operations Manager is a strategic partner to the Operations Manager, playing a key role in optimizing service delivery operations. This role helps solve service delivery challenges, maintain bar raising process standards, train frontline team members, and generate insightful reporting that supports continuous improvement, profitability, and client satisfaction. By creating and refining systems, strengthening team capability, and providing the structure and tools necessary for excellence, the Assistant Operations Manager supports the development of a high-performing service department and ensures every client receives outstanding, timely, and professional service.

Key Deliverables

Service Team Systemization: Design and implement efficient workflows,

tools, and procedures that improve service consistency, reduce waste, and increase team productivity.

Employee Training & Enablement: Develop, deliver, and reinforce

structured training that equips service staff with the knowledge, tools, and behaviors to perform with confidence and excellence.

Operational Insight: Produce clear, accurate, and actionable reports on service KPIs, team performance, and client satisfaction to guide leadership and drive improvements.

Team Empowerment: Support the Operations Manager in inspiring accountability, collaboration, and pride across the service team; help build a culture of professionalism and customer-first responsiveness.

Continuous Improvement: Lead and support cross-functional efforts to identify, document, and resolve root causes of recurring service challenges or inefficiencies.

Core Responsibilities

1. Process Development & Quality Control

• Map, document, and refine workflows within the service department for quoting, dispatching, escalation, and follow-up.
• Identify bottlenecks, recurring issues, and improvement opportunities across service delivery.
• Implement and maintain checklists, SOPs, and knowledge resources to standardize performance.

1. Training & Staff Support

• Collaborate with the Operations Manager to design and deliver onboarding, systems, and soft skills training.
• Monitor adoption and compliance with internal systems such as ticket management and client communications.
• Coach team members on service excellence techniques, client etiquette, and conflict resolution.

1. Administrative & Operational Coordination

• Support daily service operations through schedule tracking, documentation review, and status updates.
• Ensure service tickets are completed with appropriate detail, accuracy, and follow-up actions.
• Assist with preparing internal service meetings, including gathering performance metrics and highlights.

1. Reporting & Metrics

• Build and maintain dashboards and recurring reports on service team utilization, customer satisfaction, backlog aging, and response times.
• Assist the Operations Manager with analyzing trends, identifying issues, and recommending solutions.
• Track training compliance, process adoption, and service improvement outcomes.

1. Culture & Team Development

• Serve as a trusted partner and morale booster within the service department.
• Support internal communication and recognition initiatives.
• Uphold and model company's core values of excellence, integrity, collaboration, and customer focus.

Core Competencies

Customer Experience Excellence: Consistently delivers a high-quality internal and external customer experience aligned with the company's values of Trustworthy, Excellence, Knowledgeable, and Stewardship. Provides professional, courteous, and service-oriented support to customers and internal team members across all communication channels. Represent the company's brand, values, and reputation in all interactions.

Operational Systems & Process Execution: Effectively designs, implements, and maintains service delivery workflows that promote consistency, efficiency, and scalability. Translate operational standards into repeatable practices. Implements practical improvements that support productivity and service quality without introducing unnecessary complexity.

Adaptability: Demonstrates flexibility, resilience, and a positive attitude when responding to changing customer needs, evolving workflows, and company initiatives. Quickly learns and applies new tools, procedures, and policies to maintain service quality. Actively seeks guidance and feedback to continuously improve performance and customer experience.

Training Development & Reinforcement: Develops, delivers, and reinforces structured training programs that equip service team members with the knowledge, tools, and expectations required for consistent performance. Ensures training is documented, repeatable, aligned with company standards, and actively reinforces learning through coaching, feedback, and observation.

Standards Enforcement & Accountability: Consistently reinforces company's defined processes, service standards, and expectations across the Service Team. Holds team members accountable to established workflows, documentation requirements, and quality benchmarks through timely feedback and corrective action. Identifies deviations early and works proactively with individuals and leaders to restore consistency and alignment.

The salary range for this position is $60,000 to $90,000.

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