Operations Lead – Service Delivery & Transformation

Direct Supply; Milwaukee (WI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Generous benefits package

Job summary

Direct Supply seeks a Manager, Operations - TELS Services to lead a team of Operations Specialists delivering outstanding service and seamless execution for TELS customers. You will drive performance through data-informed decisions and continuous workflow improvement, aligning efforts with strategic goals and customer outcomes.

You will hire, coach, and develop staff, oversee daily operations, analyze metrics, and partner with Product, Engineering and AI teams to refine tools and processes for

Qualifications

• Bachelor’s degree or equivalent in a business-related field.
• Minimum 3+ years of leadership experience in customer service or field service.
• Experience mentoring others and taking on progressive responsibilities.

Responsibilities

• Lead and develop a team of Operations Specialists delivering service, quality and productivity.
• Hire, coach, and develop team through performance review and growth plans.
• Oversee day-to-day operations and act as escalation point for issues.
• Analyze operational data to monitor performance and drive improvements.
• Conduct root cause analysis and implement sustainable solutions.
• Lead operational transformation and partner with Product, Engineering and AI teams.
• Establish and communicate performance metrics to leaders.
• Collaborate with business leaders to execute plans aligned with priorities.
• Provide insights to senior leadership on trends and opportunities.

Skills

Set Direction & Strategy

Exercise Judgment & Own Decisions

Design & Scale Work Systems

Mobilize Leaders & Teams

Lead & Build Capability

Reinvent Work

Education

Bachelor's degree with a business focus

Job description

Direct Supply seeks a Manager, Operations - TELS Services to lead a team of Operations Specialists delivering outstanding service and seamless execution for TELS customers. You will drive performance through data-informed decisions and continuous workflow improvement, aligning efforts with strategic goals and customer outcomes.

You will hire, coach, and develop staff, oversee daily operations, analyze metrics, and partner with Product, Engineering and AI teams to refine tools and processes for