Service Operations Lead — Proactive, Fast Case Resolution

Unclassified; Monsey (NY); On-site; USD 75,000 - 100,000; Full time

Job summary

Unclassified in Monsey, NY is seeking a Service Manager to lead the service department from vendor oversight to system improvements, driving faster resolutions and a proactive culture. This hands-on leadership role requires ownership, accountability, and strong communication to keep cases moving.

You will manage customer service, vendor relations, and internal processes, building scalable workflows and dashboards.

Qualifications

• Experience leading teams in a service environment.
• Strong communication with customers and vendors.
• Proven ability to implement processes and KPIs.

Responsibilities

• Ensure fast response and resolution times.
• Improve communication with customers and drive consistency.
• Reduce unresolved and aging cases, and cut delays and turnaround times.
• Hold vendors accountable to service processes and track performance.
• Monitor department KPIs and dashboards, including response times and resolution timelines.

Skills

Leadership

Communication

Organization

Problem-solving

Customer focus

Urgency

Job description

Unclassified in Monsey, NY is seeking a Service Manager to lead the service department from vendor oversight to system improvements, driving faster resolutions and a proactive culture. This hands-on leadership role requires ownership, accountability, and strong communication to keep cases moving.

You will manage customer service, vendor relations, and internal processes, building scalable workflows and dashboards.