Client-Focused Service Operations Leader

Paycom - ATS; Wilmington (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

EMSAR, Equipment Management Service and Repair, headquartered in Wilmington, OH, is seeking a Service Operations Manager to drive operational excellence for multiple client accounts. You will work with field operations to ensure documentation, training, SLAs, and contracts are met, delivering exceptional service.

You will lead playbooks, monitor performance, and help grow accounts through strong client relationships. Travel up to 10% domestically may be required.

Qualifications

• Bachelor’s Degree in business, management, or related technical field.
• 5–7 years of client-facing support or management.
• Strong interpersonal, oral and written communication skills.
• Intermediate proficiency with Microsoft Office Suite and cloud-based software.

Responsibilities

• Identify and escalate trends impacting service delivery, contractual obligations, and financial expectations.
• Lead Client “playbook” development for new accounts and service offerings.
• Oversee education of internal teams on client requirements.
• Track and measure EMSAR performance in relation to agreement terms and internal expectations.
• Retain and grow assigned accounts through contractual delivery as well as relationship building.
• Assist with field resource planning as needed to support client needs.
• Participate in regular client business reviews.
• Assist in quoting new services or projects with existing assigned clients.

Skills

Client facing

Interpersonal skills

Communication skills

Office software

Cloud software

Change management

Project management

SalesForce / ServiceMax

Education

Bachelor’s Degree

Master’s degree (preferred)

Tools

SalesForce

ServiceMax

Job description

EMSAR, Equipment Management Service and Repair, headquartered in Wilmington, OH, is seeking a Service Operations Manager to drive operational excellence for multiple client accounts. You will work with field operations to ensure documentation, training, SLAs, and contracts are met, delivering exceptional service.

You will lead playbooks, monitor performance, and help grow accounts through strong client relationships. Travel up to 10% domestically may be required.