Service Operations Manager

jobs-at-fleet-glass-services; Raleigh (NC); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonus opportunities

Comprehensive benefits package

Leadership development opportunities

Supportive team culture

Job summary

Fleet Glass Services (FGS) in Raleigh, NC is seeking an experienced Service Operations Manager to lead daily shop and field operations. You will oversee scheduling, dispatch, customer service, invoicing, inventory control, and KPI-driven improvements to keep fleets moving.

Ideal candidates will have 3–5 years of management in auto glass or fleet service, strong leadership, cost awareness, and proficiency with MS Office and operations software. A valid driver’s license is required.

Qualifications

• 3-5 years of management experience in auto glass, fleet service, or related industries.
• Strong leadership skills managing both office and field personnel.
• Experience reviewing invoices, monitoring expenses, and maintaining financial accuracy.
• Knowledge of inventory management, purchasing, and vendor relations.
• Excellent organizational, problem-solving, and decision-making abilities.

Responsibilities

• 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 KPIs to drive improvements.
• Working with customers to resolve escalated issues and maintain high satisfaction.

Skills

Leadership

Financial acumen

Operations management

Customer service

Tools

Microsoft Office

Business management software

Inventory software

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
• Comprehensive benefits package
• 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