Service Operation Excellence Supervisor

Johnson Controls, Inc.; Manila; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Johnson Controls, Inc. in the Philippines seeks an experienced Service Operations Excellence Supervisor to lead programs that boost productivity, customer satisfaction, and operational efficiency. You will drive standardization, implement Lean/Six Sigma projects, and oversee a team of analysts across service delivery.

The role emphasizes cross-functional collaboration with field operations, sales, finance, and customer service to present insights and drive improvements.

Qualifications

• 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.

Responsibilities

• Lead operational excellence programs and best practices to improve productivity and customer satisfaction.
• Identify process improvements using Lean, Six Sigma, or continuous improvement methods.
• Standardize workflows and monitor performance with corrective actions when needed.
• Supervise Operations Excellence Analysts or Coordinators and develop the team.
• Partner with service managers and field leaders to implement changes and improve service quality.

Skills

Lean Six Sigma

Data analysis

Excel

Power BI

Tableau

Project management

Process mapping

Stakeholder management

Problem solving

Education

Bachelor’s degree in Business Administration, Engineering, Operations Management, Industrial Engineering, or related field

Tools

Power BI

Tableau

Excel

Job description

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.