Director of Service Operations & Customer Experience

AppleOne Employment Services; Charlotte (NC); On-site; USD 140,000 - 190,000; Full time

Job summary

AppleOne Employment Services is seeking a Service Operations Director in the U.S. market to lead strategic operations across field service, technical support, parts, training, and customer experience.

You will drive performance, scalability, and profitability while aligning initiatives with business objectives. You will establish KPIs, standardize processes, and implement systems to monitor quality and feedback, ensuring best-in-class service delivery for products and clients.

Qualifications

• 10 years of service operations management experience in manufacturing/industrial/equipment environments.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Strategic thinking and problem-solving ability.
• Planning, organization, and execution excellence.

Responsibilities

• Develop and execute the overall service operations strategy aligned with company goals.
• Establish KPIs and performance metrics to drive service excellence and accountability.
• Lead continuous improvement initiatives across service processes, systems, and customer experience.
• Oversee all service department functions including field service, technical support, and parts operations.
• Ensure efficient work order processing, scheduling, and resource allocation.
• Drive standardization of service procedures and documentation.
• Implement systems to track product quality, service performance, and customer feedback.
• Ensure high levels of customer satisfaction through responsive and effective service delivery.
• Oversee communication with clients regarding quotes, service orders, parts shipments, and warranty/RMA requests.
• Support key customer engagements including installations, escalations, and critical service calls.
• Provide leadership and guidance to technical teams on machine diagnostics, installation, and repair.
• Collaborate with operations, warehouse, and shipping to ensure seamless service delivery.
• Build, lead, and develop a high-performing service team.
• Develop onboarding and training programs for new hires.
• Provide coaching, performance management, and corrective action when needed.
• Monitor and evaluate employee performance and career development.
• Ensure OSHA and safety compliance in service operations and warehouse activities.
• Oversee parts sales, inventory coordination, and technical support.
• Manage and resolve warranty issues efficiently and effectively.

Skills

Leadership

Strategic thinking

Communication

Planning & execution

Problem-solving

Team development

Job description

AppleOne Employment Services is seeking a Service Operations Director in the U.S. market to lead strategic operations across field service, technical support, parts, training, and customer experience.

You will drive performance, scalability, and profitability while aligning initiatives with business objectives. You will establish KPIs, standardize processes, and implement systems to monitor quality and feedback, ensuring best-in-class service delivery for products and clients.