About this role
What you will do:
The Service Operations Excellence Supervisor will lead and support service operations excellence initiatives to improve productivity, customer satisfaction, operational efficiency, and business performance. Drive standardization, data-driven decision making, continuous improvement programs, and adherence to operational best practices across service delivery teams.
How you will do it:
Operational Excellence
- Implement and sustain operational excellence programs and best practices.
- Identify process improvement opportunities using Lean, Six Sigma, or continuous improvement methodologies.
- Standardize workflows and operating procedures across service teams.
- Monitor operational performance and recommend corrective actions.
Performance Management
- Track and analyze service KPIs
- Develop dashboards and reports for leadership reviews.
- Conduct trend analysis and performance reviews.
Business Process Improvement
- Lead continuous improvement projects.
- Facilitate root-cause analysis for operational issues.
- Drive automation and digital transformation initiatives.
- Ensure compliance with company policies and operational standards.
Team Leadership
- Supervise Operations Excellence Analysts or Coordinators.
- Coach and develop team members.
- Lead cross-functional improvement workshops.
- Partner with service managers and field leaders to implement changes.
Customer & Stakeholder Management
- Collaborate with field operations, sales, finance, and customer service teams.
- Support initiatives that improve customer experience and service quality.
- Present operational insights and recommendations to management.
What we look for:
- Bachelor's degree in Business Administration, Engineering, Operations Management, Industrial Engineering, or related field.
- 5+ years in service operations, business operations, process improvement, or operational excellence.
- Prior supervisory or team leadership experience.
- Experience in service-focused or field-service organizations is preferred.
Nice to have skills
- Lean Six Sigma (Green Belt preferred)
- Data analysis and reporting
- Advanced Excel, Power BI, Tableau, or similar tools
- Project management
- Process mapping and documentation
- Strong stakeholder management and communication skills
- Problem-solving and root-cause analysis.