Operations Manager, Service Excellence & Transformation

Direct Supply, Inc.; Milwaukee (WI); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Generous benefit package available

Job summary

Direct Supply, Inc. is seeking a Manager, Operations – TELS Services to lead a team of Operations Specialists delivering high-quality service and seamless execution for TELS customers.

You will hire, coach, and develop staff, manage day-to-day operations, and drive performance through data-informed decisions and continuous process improvements. You’ll collaborate with Product, Engineering, and AI teams to refine workflows and tools, establish clear metrics, and align with senior leadership on

Qualifications

• Bachelor’s degree with a business focus required.
• 3+ years of customer service, field service, or similar environment with demonstrated leadership.
• Experience leading or mentoring others with progressively greater responsibilities.

Responsibilities

• Lead and develop a team of Operations Specialists to deliver service, quality, and productivity outcomes for TELS customers.
• Hire, coach, and develop Operations Partners through performance management and development plans.
• Oversee day-to-day service operations and act as escalation point for operational challenges.
• Analyze operational data to monitor performance, identify trends, and drive improvements.
• Lead operational transformation by redesigning workflows and adopting new technologies.
• Collaborate with Product, Engineering, and AI teams to refine workflow tools and advocate for system improvements.
• Communicate performance metrics and ensure accountability across teams.
• Support additional operational initiatives 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. is seeking a Manager, Operations – TELS Services to lead a team of Operations Specialists delivering high-quality service and seamless execution for TELS customers.

You will hire, coach, and develop staff, manage day-to-day operations, and drive performance through data-informed decisions and continuous process improvements. You’ll collaborate with Product, Engineering, and AI teams to refine workflows and tools, establish clear metrics, and align with senior leadership on