Service Operations Lead: Scale, Speed, and Satisfaction

culinarydepot; Village of Spring Valley (NY); On-site; USD 90,000 - 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, a national distributor of foodservice equipment and supplies, is seeking a Service Lead to direct the service department and ensure high-quality, fast, and consistent post-sale customer experiences. You will oversee service coordinators, manage vendor and technician performance, and develop scalable processes to resolve cases efficiently at scale.

The role emphasizes accountability, proactive communication, and continuous improvement of service workflows, with a focus on customer

Qualifications

• 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 professionalism with customers and mentoring others.
• Process-oriented with a track record of improving operational efficiency.

Responsibilities

• Direct the service department to ensure quality, speed, and consistency of post-sale customer experience.
• Oversee service coordinators, manage vendor and technician performance, and develop scalable processes and reporting.
• Establish communication standards and act as escalation point for complex cases.
• Monitor vendor performance, warranty claims, and reimbursements.
• Own department reporting and KPIs including response times, open case volume, and resolution timelines.
• Train and develop service coordinators and foster a culture of urgency and accountability.

Skills

Leadership

Operations management

Vendor management

Customer service

Process improvement

Job description

Culinary Depot, a national distributor of foodservice equipment and supplies, is seeking a Service Lead to direct the service department and ensure high-quality, fast, and consistent post-sale customer experiences. You will oversee service coordinators, manage vendor and technician performance, and develop scalable processes to resolve cases efficiently at scale.

The role emphasizes accountability, proactive communication, and continuous improvement of service workflows, with a focus on customer