Service Operations Lead: Scale Post-Sale Experience

culinarydepot; Village of Spring Valley (NY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Paid holidays

Job summary

Culinary Depot, a national distributor of foodservice equipment and supplies, seeks a Service Lead to direct the service department and ensure top-tier post-sale customer experiences. You will oversee service coordinators, manage vendors and technicians, and develop scalable processes and reporting for efficient resolutions.

The role drives escalation management, KPI ownership, and proactive communication, while cultivating a culture of urgency, accountability, and professional vendor relations

Qualifications

• Demonstrated 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.
• Process-oriented with a track record of improving operational efficiency.

Responsibilities

• Direct the service department and ensure quality, speed, and consistency of post-sale customer experience.
• Oversee service coordinators, manage vendor and technician performance, and scale processes.
• Establish communication standards and serve as escalation point for complex cases.
• Monitor vendor performance, warranty claims, and reimbursement.
• Own department reporting and KPIs, including response times and resolution timelines.
• Train and develop service coordinators and foster accountability.

Skills

Team leadership

Vendor management

Operational efficiency

Prioritization under pressure

Job description

Culinary Depot, a national distributor of foodservice equipment and supplies, seeks a Service Lead to direct the service department and ensure top-tier post-sale customer experiences. You will oversee service coordinators, manage vendors and technicians, and develop scalable processes and reporting for efficient resolutions.

The role drives escalation management, KPI ownership, and proactive communication, while cultivating a culture of urgency, accountability, and professional vendor relations