Service Operations Manager

Join us as we empower the world to work out, creating healthier lives together. At Life Fitness / Hammer Strength , we’re not just building equipment—we’re shaping the future of fitness. As a global leader in fitness innovation, we design and deliver high-performance, reliable solutions that empower people around the world to live healthier lives. T he   Service Operations   Manager   l eads the administrative and operational support functions of our field service organization. In this highly visible role, you will oversee teams responsible for dispatching, third-party technician coordination, customer support, and service reporting while driving operational excellence and customer satisfaction. This position is ideal for a collaborative and analytical leader who thrives in fast-paced environments, values process improvement, and is passionate about building high-performing teams and scalable service operations. This is a hybrid position primarily based out of our Global Support Hub in Rosemont, IL. Monday and Friday are remote, with Tuesday through Thursday designated as in-office collaboration days. #LI-Hybrid As our Service Operations Manager, you will: ​ Operational Leadership   Lead and manage daily operations of   multiple   field service support   departments .    Oversee dispatch, scheduling, service coordination, and customer support activities.    Develop and implement operational processes t hat   improve efficiency and service delivery   and manage costs.   Monitor workflow, resource allocation,   customer   satisfaction,   and service -related metrics as   assigned   to   ensure operational goals are met.    Collaborate with field service leadership to align support operations with business   objectives .    Align with sales leaders when   appropriate to   ensure back-end service functions are supporting   finished   goods sales activities and customer engagement    Team Management   Supervise and develop dispatchers, coordinators,   key account   customer support staff, and reporting personnel.    Establish performance expectations and provide coaching, training, and performance feedback.    Foster a customer-focused and collaborative team environment.    Service Coordination & Customer Support   Ensure   timely   and   accurate   scheduling of   both direct and 3 rd   party   field technicians.    Drive proactive communication with customers   regarding   appointments, service updates, and issue resolution.    Escalate and resolve customer concerns in a professional and   timely   manner.    Support continuous improvement of customer satisfaction metrics and service quality.    Reporting & Data Management   Ensure   accurate   service documentation, reporting, and data integrity within service management systems.    Analyze operational data, KPIs, and service trends to   identify   improvement opportunities.    Develop and   maintain   dashboards and operational reports for leadership review.    Monitor technician productivity,   utilization , response times, and SLA compliance.    Process Improvement   Identify   and implement continuous improvement initiatives to streamline operations and reduce inefficiencies.    Support implementation and optimization of field service technologies and systems.    Establish and   maintain   standard operating procedures and best practices.    Partner cross- functionally   with operations,   delivery   & install,   sales, supply chain, and finance teams.   Other projects and responsibilities as assigned What Life Fitness / Hammer Strength is looking for in our Service Operations Manager: Bachelor’s degree in Business Administration , Operations Management, Supply Chain, or related field preferred; equivalent experience considered.   5+ years of experience in field service operations, service coordination, dispatch management, or related operational leadership roles.   3+ years of leadership or people management experience.   Strong understanding of field service operations, scheduling, and customer support processes.   Experience with ERP, CRM, or field service management systems   specifically oracle preferred .   Experience with Power BI, Tableau, or other reporting/dashboard tools.   Strong analytical, organizational, and problem-solving skills.   Excellent communication and interpersonal skills.   Proficiency   in Microsoft Office Suite, particularly Excel and reporting tools. Knowledge of service KPIs, SLAs, workforce management, and operational reporting.   Experience leading process improvement initiatives.   At Life Fitness / Hammer Strength,  we think customer first ,  play as one team , and  raise the bar on fitness innovation —in the gym and in every corner of our facilities. We  persevere and get it done , with a clear purpose to  inspire each other to live healthier lives . If you’re ready to bring out the best in people while powering the future of fitness manufacturing, we invite you to apply.   Want to take the next step in your career?   Life Fitness / Hammer Strength takes pride in our talented employees and believes in providing opportunities for further growth and advancement. We encourage you to test your strengths, push your limits, and unleash your potential. If you feel the position is right for you, we invite you to apply. We’ll work with you closely to support you throughout the hiring process. If your CV/ resume shows that your skills and experience have synergy with the job description, then we’ll hop on a call to get to know you and your experience and discuss the position in more detail. If it’s not the right opportunity this time, we’ll always let you know.   At Life Fitness / Hammer Strength, we believe in taking care of our team with a comprehensive total rewards package that includes competitive pay and a range of valuable benefits. The salary range for this position, intended for U.S. applicants, is $81,000