Service Operations Lead: Dispatch, Support & Analytics

Life Fitness; California (MO); Hybrid; USD 93,000 - 136,000; Full time

Job summary

Life Fitness / Hammer Strength is seeking a Service Operations Manager to lead dispatch, coordination of field Technicians, and customer support from our Rosemont, IL hub. The role blends in-office collaboration with remote work on Mondays and Fridays, driving operational excellence and customer satisfaction.

The ideal candidate has 5+ years in field service operations, 3+ years of leadership, and strong skills in ERP/CRM systems, data analysis, and dashboards such as Power BI/Tableau.

Qualifications

• Bachelor’s degree preferred; equivalent experience considered.
• 5+ years in field service operations or related ops leadership.
• 3+ years of people management.
• Strong understanding of field service ops, scheduling, and support processes.
• Experience with ERP/CRM/field service systems; Oracle preferred.
• Experience with Power BI, Tableau or similar dashboards.
• Strong analytical, organizational and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office, especially Excel.
• Knowledge of service KPIs, SLAs, workforce management, and reporting.
• Experience leading process improvement initiatives.

Responsibilities

• Lead daily field service support operations and dispatch.
• Oversee scheduling, service coordination, and customer support.
• Develop and implement processes to improve efficiency and reduce costs.
• Monitor metrics, workload, and SLA compliance.
• Collaborate with field service leadership to align backend ops with goals.
• Maintain dashboards and leadership-ready reports.
• Identify opportunities for process improvements.

Skills

Leadership

Operations management

Field service

Dispatch management

Customer support

Data analysis

ERP systems

CRM systems

Power BI/Tableau

Excel

Process improvement

Communication

Education

Bachelor’s degree or equivalent

Tools

Oracle ERP/CRM

Power BI

Tableau

Job description

Life Fitness / Hammer Strength is seeking a Service Operations Manager to lead dispatch, coordination of field Technicians, and customer support from our Rosemont, IL hub. The role blends in-office collaboration with remote work on Mondays and Fridays, driving operational excellence and customer satisfaction.

The ideal candidate has 5+ years in field service operations, 3+ years of leadership, and strong skills in ERP/CRM systems, data analysis, and dashboards such as Power BI/Tableau.