*Service Operations Manager -

Sagan Recruitment; Ciudad de México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a proactive Service Operations Manager to lead their service department. This remote role involves overseeing the entire workflow from customer requests to billing while ensuring smooth operations and high customer satisfaction. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a detail-oriented mindset. Join a dynamic team that values collaboration and efficiency, and make a significant impact in connecting global talent with US-based businesses. If you thrive in a fast-paced environment and are passionate about service excellence, this opportunity is perfect for you.

Formación

• Bachelor's degree in Business or related field required.
• Strong background in customer service and leadership preferred.

Responsabilidades

• Manage service workflow from customer requests to billing.
• Supervise team and handle customer escalations effectively.

Conocimientos

Customer Service

Team Leadership

English Communication

Problem Solving

Detail Orientation

Adaptability

Educación

Bachelor's Degree in Business

Herramientas

Microsoft 365

ERP Systems

Descripción del empleo

Job Title: Service Operations Manager
Location: Remote (EST Time Zone)
Salary Range: up to 3000 USD

Work Schedule: Monday - Friday, 8:30 AM to 4:30 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION
Company Overview:
Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.
About the Company:

Sagan represents a well-established, service-oriented organization that manages complex field operations and client services. The team thrives in a collaborative and fast-paced environment, balancing customer satisfaction with operational efficiency and cost-effectiveness.

Position Overview:
We are seeking a Service Operations Manager. This key leadership role will oversee the end-to-end workflow of the service department -- from customer requests through to job completion and billing. The manager will supervise the team, ensure smooth daily operations, handle customer escalations, and act as the primary point of contact for the company president for service-related matters.
Key Responsibilities:

• Manage the entire service workflow from intake through completion and billing.
• Supervise service team members, including quotations and scheduling staff.
• Handle customer escalations professionally and promptly.
• Provide concise problem-solving updates to leadership.
• Maintain accurate service records and send documentation to customers.
• Monitor workflow to avoid bottlenecks and ensure timely execution.
• Coordinate subcontractors in locations without company electricians.
• Support billing to ensure accuracy.
• Shadow the outgoing team leader prior to June 20 for a smooth transition.

Qualifications:

• Bachelor's Degree in Business or related.
• Strong background in customer service and team leadership.
• Excellent English communication skills.
• Business-oriented mindset and ability to drive solutions.
• Proficiency in Microsoft 365 (Excel, Outlook, Teams).
• Experience with workflows, processes, and software systems.
• ERP experience (Acumatica preferred but not required).

Personality Requirements:

• Proactive and solution-oriented - anticipates issues and takes initiative to resolve them without being prompted.
• Detail-oriented - ensures accuracy in documentation, billing, and workflow management.
• Calm under pressure - handles escalations and high-stress situations with professionalism and composure.
• Strong communicator - conveys information clearly and effectively to both internal teams and external stakeholders.
• Accountable - takes ownership of outcomes and follows through on commitments.
• Highly organized - manages multiple moving parts and deadlines with ease.
• Team-minded leader - supports and uplifts team members while driving performance.
• Adaptable - navigates change and shifting priorities with a positive attitude.
• Business-minded - understands operational goals and aligns team efforts with company objectives.

Nice-to-Haves:

• French language skills.

Resume Submission Guidelines:

To help us review your application efficiently, please submit your resume in text-based PDF format only.

Avoid uploading scanned documents, image files (JPG/PNG), or Word documents (DOC/DOCX) format to prevent your application from being overlooked.

Important: For timely processing, both your resume and introductory video must be submitted in English.