Service Operations Lead – Elevate Post-Sale Experience

Culinary Depot; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Paid holidays

Job summary

Culinary Depot is seeking a Service Lead to direct the service department and ensure top-quality post-sale customer experience. You will oversee service coordinators, manage vendor and technician performance, and develop scalable processes with robust reporting.

The role emphasizes accountability, urgency, and a data-driven approach to improving response times, reducing aging, and driving customer satisfaction at scale.

Qualifications

• Leading a service, support, or operations team.
• Highly organized and detail-oriented, with sound judgment under pressure.
• Strong sense of urgency and follow-through across competing priorities.

Responsibilities

• Manage response and resolution times across all open service cases, focusing on reducing aging and unresolved cases.
• Establish proactive customer communication standards and be the escalation point for complex or sensitive cases.
• Hold vendors, technicians, and Authorized Service Agents accountable to service standards and timelines.
• Monitor vendor performance, warranty claims, and reimbursement.
• Improve tracking and visibility across parts, vendors, technicians, and warranties.
• Develop scalable service processes and identify opportunities to automate workflows and customer status updates.
• Own department reporting and KPIs, including response times, open case volume, vendor delays, and resolution timelines.
• Train, coach, and develop the service coordinators, fostering urgency, ownership, and accountability.

Skills

Team leadership

Operations management

Vendor management

Customer service management

Process improvement

Communication

Job description

Culinary Depot is seeking a Service Lead to direct the service department and ensure top-quality post-sale customer experience. You will oversee service coordinators, manage vendor and technician performance, and develop scalable processes with robust reporting.

The role emphasizes accountability, urgency, and a data-driven approach to improving response times, reducing aging, and driving customer satisfaction at scale.