Director of Service Operations

UptimeServices; United States; On-site; USD 140,000 - 248,200; Full time

Job summary

A growing software startup is seeking a Director of Service Operations to lead service delivery and enhance customer experiences. The role requires a minimum of 8 years in service operations, with strong operational expertise and a customer-first mindset. Candidates should have leadership experience, be data-driven, and hold a relevant degree. This is a full-time position based in the United States offering a competitive salary.

Qualifications

• 8+ years of experience in service operations or customer support.
• Experience managing tech-enabled medical and dental equipment.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, high-growth environment.
• Familiarity with ITIL, Lean, or Six Sigma methodologies.

Responsibilities

• Develop and execute overall strategy for service operations.
• Lead and mentor managers and frontline teams.
• Provide operational oversight of service locations.
• Monitor KPIs and ensure high-quality service delivery.
• Collaborate with cross-functional teams on post-sale service.

Skills

Analytical skills

Leadership

Problem-solving

Communication

Team management

Education

Bachelor's degree in Business, Operations or related field

Tools

CRM systems

Reporting tools

Workflow automation platforms

Job description

Direct message the job poster from UptimeServices

UptimeHealth, headquartered in Boston, MA, is a fast-growing software startup that simplifies medical device service events, purchases, and compliance practices through automation and predictive analytics.

We focus on providing administrators and operators with simple-to-use software to manage compliance tasks, gain access to actionable data to increase operational efficiencies and tap into the largest network of qualified biomed technicians to support their medical devices.

We are a team of experts and professionals with a deep understanding of compliance, medical device management, and its direct correlation to patient care. Our tools were built to support the movement of healthcare to in-home and outpatient settings.

Who we want:

• Hard-working winners.Confident, competitive and results-oriented people who create a track record of success.
• Teammates.Partners who listen to ideas, share thoughts and work together to move the business forward.
• Mission-driven people.Fiercely intense representatives who work whatever hours necessary to live out their purpose of changing people’s lives and making healthcare better.

About the Role:

We are seeking a strategic and results-drivenDirector of Service Operationsto lead our service delivery organization under the brand - UptimeServices. In this critical role, you will oversee the performance, quality, and efficiency of our service teams to ensure exceptional customer experiences, operational excellence, and scalable processes that support our long-term growth. Reporting to the SVP of Operations, this is a high-impact leadership position requiring deep operational expertise, cross-functional collaboration, and a strong customer-first mindset.

Key Responsibilities:

Strategic Leadership:

• Develop and execute the overall strategy for service operations aligned with company goals and customer expectations.
• Identify and implement operational improvements to enhance service efficiency, customer satisfaction, and profitability.

Team Management:

• Lead and mentor managers and frontline teams across service delivery, support, field operations, or technical services.
• Establish clear performance metrics, accountability structures, and development paths.

Service Location Oversight:

• Provide strategic and operational oversight of service locations, ensuring consistent execution of company standards, efficient resource allocation, and alignment with organizational goals.
• Monitor performance, compliance, and customer satisfaction across locations, implementing improvements to drive scalability and quality.

Operational Excellence:

• Drive process standardization, automation, and scalability.
• Monitor KPIs such as response times, resolution rates, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Implement best practices for resource planning, scheduling, and capacity management.

Customer Experience & Quality Assurance:

• Ensure consistent and high-quality service delivery across all customer touchpoints.

Oversee issue resolution, escalation management, and continuous improvement of support workflows.

Cross-functional Collaboration:

• Partner with Sales, Product, Engineering, and Customer Success teams to ensure seamless post-sale service.
• Contribute operational insights to product development, customer onboarding, and feedback loops.
• Evaluate and manage service platforms (e.g., CRM, ticketing systems, field service tools).
• Lead technology initiatives that enable better visibility, reporting, and automation.

Budget & Resource Management:

• Develop and manage the service operations budget, including staffing, tools, and third-party vendors.
• Track ROI and operational costs, identifying areas for savings or investment.

Qualifications:

• 8+ years of experience in service operations, customer support, or field service roles, with at least 3–5 years in a leadership capacity.
• Proven background successfully managing tech enabled medical and dental equipment field service
• Proven experience managing large teams and complex operations across multiple regions or service lines.
• Strong analytical and problem-solving skills; data-driven decision maker.
• Experience with service metrics, reporting tools, and workflow automation platforms.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to thrive in a fast-paced, high-growth environment.
• Bachelor’s degree in Business, Operations, or related field; MBA or similar advanced degree a plus.
• Familiarity with ITIL, Lean, Six Sigma, or similar operational methodologies.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Consumer Services

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