Operations Leader, TELS Services: Drive Transformation

directsupply; Milwaukee (WI); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Generous benefits

Job summary

Direct Supply, Inc. in Milwaukee seeks a Manager, Operations for TELS Services to lead a team of Operations Specialists delivering high-quality service and reliable execution.

You’ll drive performance through data-driven decisions, design scalable workflows, and partner with Product, Engineering, and AI teams to improve systems and outcomes for customers and partners. This role requires a business-focused Bachelor's degree and 3+ years of leadership in customer service or field service, with

Qualifications

• Bachelor's degree with a business focus.
• 3+ years of experience in a customer service, field service, or similar environment, with demonstrated leadership experience.
• Experience leading and/or mentoring others and assuming progressively greater responsibilities within a team.

Responsibilities

• Lead and develop a team of Operations Specialists to deliver exceptional service, quality, and productivity outcomes for TELS customers and Partners.
• Hire, coach, and develop Operations Partners through performance management, regular feedback, individual development plans, and career pathing.
• Oversee day-to-day service operations and serve as the escalation point to resolve internal and external operational challenges.
• Analyze operational data and performance metrics to monitor team effectiveness, identify trends, and drive improvements in service delivery.
• Conduct root cause analysis on operational challenges and implement sustainable solutions that improve efficiency and customer outcomes.
• Lead operational transformation initiatives by identifying opportunities to redesign workflows, adopt new technologies, and evolve how work is performed to improve scalability and performance.
• Partner with Product, Engineering, and AI teams to refine workflow tools for customers and internal Partners and advocate for system improvements based on operational insights and customer feedback.
• Establish and communicate performance metrics to track results and ensure operational accountability.
• Collaborate with business leaders to develop and execute operational plans that support team and organizational priorities.
• Provide insights to TELS senior leadership on operational trends, challenges, and opportunities to inform business strategy.
• Support additional operational initiatives and projects as needed.

Skills

Set Direction & Strategy

Exercise Judgment & Own Decisions

Design & Scale Work Systems

Mobilize Leaders & Teams

Lead & Build Capability

Reinvent Work

Education

Bachelor's degree in business

Job description

Direct Supply, Inc. in Milwaukee seeks a Manager, Operations for TELS Services to lead a team of Operations Specialists delivering high-quality service and reliable execution.

You’ll drive performance through data-driven decisions, design scalable workflows, and partner with Product, Engineering, and AI teams to improve systems and outcomes for customers and partners. This role requires a business-focused Bachelor's degree and 3+ years of leadership in customer service or field service, with