Service Operations Manager

Fleet Glass Services; Raleigh (NC); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Leadership development

Job summary

Fleet Glass Services in Raleigh, NC seeks an experienced Service Operations Manager to lead day-to-day operations, oversee both office and field teams, and drive continuous improvement in service delivery. You will manage personnel, review invoices, control inventory, and ensure top-tier customer experience in a fast-paced environment.

Ideal candidates have 3–5 years of management experience in auto glass or fleet service, strong leadership, and a track record of improving profitability and

Qualifications

• 3-5 years of management experience in auto glass, automotive service, collision repair, fleet service, or related industry.
• Experience reviewing invoices and managing expenses.
• Experience leading both office and field personnel.

Responsibilities

• Oversee daily shop, mobile service teams, and customer service operations.
• Schedule workflow and allocate resources to complete jobs on time.
• Lead and develop Customer Service Representatives, dispatchers, technicians, and field staff.
• Review invoices for accuracy and ensure proper billing practices.
• Monitor expenses and material costs to support profitability.
• Manage inventory levels and ordering of materials.
• Oversee warranty claims and quality assurance processes.
• Analyze KPIs and reports to drive improvements.
• Resolve escalated service issues with customers.
• Ensure compliance with safety standards and company policies.

Skills

Management experience

Leadership

Budgeting

Inventory management

KPI analysis

Customer service

MS Office/PM software

Tools

MS Office

Job description

Join the Experts in Fleet & Heavy Equipment Glass Services

Founded in 1996 and headquartered in Raleigh, North Carolina, Fleet Glass Services (FGS) is a trusted leader in glass repair, replacement, and installation for fleet vehicles, specialty units, and heavy equipment. We proudly serve fleet managers, maintenance teams, mining operations, and risk management professionals across the region.

Our technicians are highly trained and committed to delivering exceptional service with a strong focus on quality, safety, and reliability. At FGS, we don’t just fix glass — we keep fleets moving.

About the Role

We're looking for an experienced Service Operations Manager to lead the day-to-day operations of FGS. This position plays a critical role in ensuring our teams deliver exceptional service, maintain operational efficiency, and provide a best-in-class customer experience. You'll oversee office and field operations, manage personnel, review invoices and operational reporting, maintain inventory controls, and drive continuous improvement across the business. If you're a hands-on leader who thrives in a fast-paced environment and enjoys building high-performing teams, we'd love to hear from you.

What You'll Do

As the Operations Manager at FGS, you'll be responsible for:

• Overseeing daily operations of the shop, mobile service teams, and customer service department
• Managing scheduling, workflow, and resource allocation to ensure timely completion of jobs
• Leading and developing Customer Service Representatives, dispatchers, technicians, and field staff
• Reviewing invoices for accuracy, ensuring proper billing practices, and resolving discrepancies
• Monitoring operational expenses, labor costs, and material costs to support profitability
• Managing inventory levels and ordering materials to ensure efficient operations
• Overseeing warranty claims, customer concerns, and quality assurance processes
• Analyzing operational reports and key performance indicators (KPIs) to drive improvements
• Working closely with customers to resolve escalated service issues and maintain high satisfaction levels
• Ensuring compliance with company policies, safety standards, and industry requirements
• Identifying opportunities to improve productivity, reduce costs, and increase operational performance
• Conducting regular audits of inventory, service quality, documentation, and field operations

Qualifications

We're looking for someone who brings:

• 3-5 years of management experience in auto glass, automotive service, collision repair, fleet service, or a related industry
• Strong leadership skills with experience managing both office and field personnel
• Experience reviewing invoices, monitoring operational expenses, and maintaining financial accuracy
• Knowledge of inventory management, purchasing, and vendor relations
• Excellent organizational, problem-solving, and decision-making abilities
• Experience analyzing reports, tracking KPIs, and implementing operational improvements
• Strong communication and customer service skills
• Proficiency with Microsoft Office and business management software
• Valid driver's license and reliable transportation

Bonus If You Have:

• Auto glass industry experience
• ADAS calibration knowledge
• Multi-location operations management experience
• Experience managing mobile service or field service teams

Why Join FGS?

• Competitive salary and performance-based bonus opportunities
• Opportunities for professional growth and leadership development
• Supportive and team-oriented culture
• The opportunity to directly impact operational performance and company success
• A dynamic role with a mix of leadership, strategy, customer service, and operational management