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  * 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.  * 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.  * Identify, prioritize, and deliver productivity improvements (process, standard work, workflow optimization, and enablement) that reduce cost-to-serve and increase GM% year over year.  * Maintain all program standard work and workflows, including client SOP documentation/updates; translate client rules into operational steps, training, and QA criteria.  * 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.  * Oversee Not-to-Exceed (NTE) compliance, including monitoring, controls, and audits; ensure audit readiness and timely remediation of findings.  * Own and supervise Planned Maintenance (PM) programming for all SC Managed accounts, ensuring consistent execution, scheduling adherence, and reporting.  * Provide strong, dynamic leadership that mentors, develops, and guides team members; set expectations, measure performance, and create clear accountability to standards.  * Partner cross-functionally to standardize work, resolve systemic issues, and scale best practices across SC Managed operations.    Required Skills & Experience  * Bachelor's degree or equivalent years of related experience required.  * 7+ years of experience in operations leadership (managed services, workflow operations, shared services, service operations, or similar); people management experience preferred.  * 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).  * Strong analytical and problem-solving skills with the ability to manage to a deal model (productivity, SLA performance, backlog health, cycle time, cost-to-serve, quality) and deliver continuous improvement that reduces rework and increases consistency.  * Experience with compliance controls and audits (e.g., policy adherence, client requirements, financial/approval guardrails such as NTE) and strong written/verbal communication skills to translate requirements into clear operational standards.  * Project/program management skills and ability to lead initiatives with multiple stakeholders and competing priorities; proficient in Windows-based applications and comfortable learning workflow tools.  * Preferred: familiarity with work order and planned maintenance operations (triage, dispatch coordination, status management, escalations, documentation quality) and/or facilities maintenance services.    Why Work for Us?  Our work environment is dynamic, collaborative, and entrepreneurial - We are firm believers in working to live and not living to work. Don’t get us wrong, we work hard and do what it takes to get the job done, but we value a healthy work/life balance and have a lot of fun along the way. Our company is filled with foodies, music lovers, travelers, and sports nuts. We are looking for energetic, positive, creative problem solvers who don’t mind digging in and getting their proverbial hands dirty.     In addition to striving to create the best possible environment for our ServiceChannel team members, we also support them outside of work as well through generous medical, dental, and vision insurance, life insurance, 401k with match, a flexible time-off policy, and paid parental leave. Our greatest benefit, however, is our amazing ServiceChannel team!  Fortive Corporation Overview Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions. We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.  At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.  At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.  At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating. Fortive: For you, for us, for growth. About ServiceChannel ServiceChannel empowers many of your favorite brands to take care of their brick and mortar locations. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe’s, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on us to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by driving innovation around IOT, AI and data with our software and services. In 2021, we joined the Fortive family of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive is a Fortune 500 company and has been named by Fortune as one of the world’s most admired companies. Being part of Fortive means we are supported by a strong foundation of business systems, resources and culture, which will accelerate our growth journey! We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. We Are an Equal Opportunity Employer   Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.