Associate Director, Service Operations & Analytics

SearchWorks, LLC; Chicago (IL); On-site; USD 120,000 - 170,000; Full time

Job summary

Confidential Chicago-area company seeks an Associate Director, Service Operations & Analytics to lead a growing team and shape service delivery, pricing, and reporting.

You will partner with the Service Director, build dashboards, analyze performance, mentor 15–17 staff, and guide pricing strategies amid a succession plan.

Qualifications

• Strong financial acumen with experience reviewing contracts, pricing, or commercial terms.
• Leadership experience in service operations, field service, or managed services.
• Data-driven, detail-oriented with ability to make recommendations.
• Experience building dashboards and reports to inform senior leadership.

Responsibilities

• Partner with the Service Director on daily operations, dispatch, technician management, SLAs, escalations, and vendor relationships.
• Analyze service performance data and build reporting dashboards for leadership.
• Build and maintain pricing models for service contracts and equipment, including margin analysis and lease-vs-purchase modeling.
• Identify cost drivers and opportunities; recommend pricing or operational adjustments.
• Support budgeting and forecasting in partnership with Finance.
• Evaluate and improve data capture systems (dispatch software, CRM/ERP reporting).
• Review service agreements to ensure favorable pricing and terms.
• Document SOPs and build a knowledge base for succession.
• Strengthen proactive service programs (remote monitoring, maintenance, replenishment).
• Present audit findings and pricing recommendations to senior leadership.
• Champion continuous improvement across systems, reporting, inventory, scheduling, and field effectiveness.

Skills

Financial acumen

Leadership

Data-driven

Analytical reporting

Tools

Dispatch software

CRM/ERP reporting

Job description

Our client is a well-established, nationwide provider of managed office technology solutions. They help organizations streamline document workflows, strengthen data security, and reduce operating costs. Due to continued growth and an upcoming leadership transition, they are seeking an Associate Director, Service Operations & Analytics to join their team in the greater Chicago area. This search is confidential; the company's name will be disclosed to qualified candidates as the process progresses.

Why This Role

• Succession Path: Positioned to succeed the current Head of Service, a long-tenured leader transitioning into retirement.
• Visible Impact: A rare opportunity to directly influence company profitability through pricing strategy and operational improvements.
• Established Team: Will ultimately lead a team of 15 to 17 experienced service professionals.

What You'll Do

• Partner closely with the Service Director across day-to-day operations, including dispatch, technician management, SLAs, escalations, and vendor relationships, to build operational fluency ahead of a future leadership transition
• Analyze service department performance data (call volume, first-time-fix rate, technician productivity, SLA compliance, contract renewal/churn) and build reporting and dashboards for leadership
• Build and maintain pricing models for service contracts and equipment/hardware sales, including margin analysis, lease-vs-purchase modeling, and competitive benchmarking
• Identify cost drivers, margin leakage, and underpriced opportunities across both service and equipment lines; recommend pricing or operational adjustments
• Support service department budgeting and forecasting in partnership with Finance
• Evaluate and improve the systems used to capture service data (dispatch software, CRM/ERP reporting)
• Review proposed service agreements prior to execution to ensure favorable pricing and terms
• Document standard operating procedures, building a knowledge base ahead of eventual leadership succession
• Strengthen proactive service programs, such as remote monitoring, preventative maintenance, automated supply replenishment, and preemptive service interventions
• Present audit findings and pricing recommendations directly to senior leadership
• Champion continuous improvement across systems, reporting, inventory, scheduling, and field effectiveness

What We're Looking For

• Strong financial acumen, with experience reviewing contracts, service agreements, pricing structures, or commercial terms
• Proven ability to identify financial risk through pricing discipline and operational oversight
• Leadership experience in service operations, field service, managed services, office technology, or a related industry
• Data-driven, detail-oriented, and comfortable making recommendations that may challenge the status quo

Location: North suburbs of Chicago (onsite role, minimal travel)