Hybrid Service Operations Leader: Dispatch & Support

Life Fitness / Hammer Strength; Rosemont (IL); Hybrid; USD 93,000 - 136,000; Full time

Benefits offered by this job

401(k) match

Medical insurance

Dental insurance

Vision insurance

Parental leave

Paid time off

Paid holidays

Disability coverage

Life insurance

Employee discounts

On-site fitness center

Job summary

Life Fitness / Hammer Strength is seeking a Service Operations Manager to lead the administrative and operational support functions of our field service organization from the Rosemont, IL hub. This hybrid role includes remote Mondays and Fridays with in-office collaboration Tue–Thu, overseeing dispatch, scheduling, and customer support to improve efficiency and customer satisfaction.

The ideal candidate will have 5+ years in field service operations and 3+ years of people leadership, plus

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field preferred; equivalent experience considered.
• 5+ years of experience in field service operations, service coordination, dispatch management, or related operational leadership roles.
• 3+ years of leadership or people management experience.
• Strong understanding of field service operations, scheduling, and customer support processes.
• Experience with ERP, CRM, or field service management systems; Oracle preferred.
• Experience with Power BI, Tableau, or other reporting/dashboard tools.
• Strong analytical, organizational, and problem‑solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office Suite, particularly Excel and reporting tools.
• Knowledge of service KPIs, SLAs, workforce management, and operational reporting.
• Experience leading process improvement initiatives.

Responsibilities

• Lead and manage daily operations of multiple field service support departments.
• Oversee dispatch, scheduling, service coordination, and customer support activities.
• Develop and implement operational processes that improve efficiency and service delivery and manage costs.
• Monitor workflow, resource allocation, customer satisfaction, and service-related metrics as assigned to ensure operational goals are met.
• Collaborate with field service leadership to align support operations with business objectives.
• Align with sales leaders when appropriate to ensure back-end service functions support finished goods sales activities and customer engagement.

Skills

Field service operations

Dispatch management

Leadership

Oracle ERP

Power BI/Tableau

Excel

Analytical skills

Communication skills

Scheduling & customer support

Education

Bachelor’s degree in Business/Operations/Supply Chain

Tools

Oracle ERP

Power BI

Tableau

Job description

Life Fitness / Hammer Strength is seeking a Service Operations Manager to lead the administrative and operational support functions of our field service organization from the Rosemont, IL hub. This hybrid role includes remote Mondays and Fridays with in-office collaboration Tue–Thu, overseeing dispatch, scheduling, and customer support to improve efficiency and customer satisfaction.

The ideal candidate will have 5+ years in field service operations and 3+ years of people leadership, plus