Service Operations Lead: Scale & Customer Experience

Culinary Depot; Village of Spring Valley (NY); Presencial; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) with company match

Paid time off

Paid holidays

Descripción de la vacante

Culinary Depot is seeking a Service Lead to direct the service department, oversee coordinators, and drive scalable post-sale support. You will manage vendor and technician performance, develop processes, and ensure timely resolutions to customer cases at scale.

The role focuses on improving response times, customer satisfaction, and reporting while maintaining a culture of urgency and accountability within the team.

Formación

• Experience 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.
• Ability to hold vendors accountable while maintaining a professional, empathetic approach with customers, and to develop that capability in others.
• Process-oriented, with a track record of improving operational efficiency.
• Experience in foodservice equipment, warranty and ASA networks, or field service coordination preferred.

Responsabilidades

• Direct the service department and oversee service coordinators.
• Manage response and resolution times across open cases, focusing on reducing aging and unresolved cases.
• Establish consistent, proactive customer communication standards and serve as the point of escalation for complex or sensitive cases.
• Hold vendors, technicians, and Authorized Service Agents accountable to agreed service standards and timelines, and strengthen those relationships to accelerate resolutions.
• 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, and establish a departmental culture of urgency, ownership, and accountability.

Conocimientos

Leadership

Organizational skills

Sense of urgency

Vendor management

Communication

Process improvement

Descripción del empleo

Culinary Depot is seeking a Service Lead to direct the service department, oversee coordinators, and drive scalable post-sale support. You will manage vendor and technician performance, develop processes, and ensure timely resolutions to customer cases at scale.

The role focuses on improving response times, customer satisfaction, and reporting while maintaining a culture of urgency and accountability within the team.