Operations Manager | HVAC Warranty & Manufacturing | Tech Vertical | Tulsa, OK

Sutherland Global; Tulsa (OK); On-site; USD 95,000 - 135,000; Full time

Job summary

Sutherland in Tulsa, OK is seeking an experienced Operations/Account Manager to oversee a growing Warranty & Manufacturing program within our Tech Vertical. The role focuses on B2C residential HVAC technical troubleshooting, warranty processing, and dealer referrals.

You will lead client relationships, analyze data to drive improvements, and mentor staff to meet KPIs. Onsite work in Tulsa is required, with limited travel.

Qualifications

• 5+ years Operations Management experience within the tech domain/vertical - residential HVAC operations leadership is preferred.
• Warranty or Manufacturing experience w/in tech space is highly desirable.
• Ability to coach, mentor & develop direct reports to meet/exceed client KPIs/metrics.
• Must be able to work onsite in Tulsa, OK (must be based in/near Tulsa, OK area).
• Experience managing program headcount of 100 or more.
• Open to minimal travel - up to 2x per year on average.
• Strong verbal and written communication skills.
• Solid business acumen along with client-facing experience.

Responsibilities

• Oversee one of our growing Warranty & Manufacturing programs within our Tech Vertical.
• Strengthen relationships with clients and team members; understand needs, resolve issues, and meet expectations.
• Impact the bottom line by producing solid strategies based on data reports and analysis.
• Define Sutherland's reputation by overseeing performance and service quality to guarantee customer satisfaction.

Skills

Operations Management

Leadership

Client-facing

Communication

Business acumen

Mentoring

Job description

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics. For Enterprises, these are key factors of success. For us, they\'re our core expertise. We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation. We\'ve created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes. Sutherland Digital Outcomes.

Job Description:

Sutherland is seeking an experienced Operations/Account Manager to oversee one of our growing Warranty & Manufacturing programs within our Tech Vertical. The program will focus on B2C residential HVAC technical troubleshooting for smart home applications/thermostats, customer inquiry resolution, warranty registration processing, fee collection, and dealer referrals across our client's residential brands.

In this role, you'll get to:

• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
• Improve the company: Make recommendations to enhance processes and boost ease and efficiency
• Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
• Empower the workforce: Determine training needs to equip staff with fundamental skills and knowledge

Qualifications:

• 5+ years Operations Management experience within the tech domain/vertical -residential HVAC operations leadership is preferred
• Warranty or Manufacturing experience w/in tech space is highly desirable
• Ability to coach, mentor & develop direct reports to meet/exceed client KPIs/metrics
• Must be able to work onsite in Tulsa, OK (must be based in/near Tulsa, OK area)
• Experience managing program headcount of 100 or more
• Open to minimal travel - up to 2x per year on average
• Strong verbal and written communication skills
• Solid business acumen along with client-facing experience

Additional Information:

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.