Director of Service Operations

Operational Strategy & Work-Order Ownership Design and govern end-to-end case and work-order workflows, including intake accuracy, coverage determination, quotations and authorization, parts dependencies, scheduling, documentation, closure, and invoicing readiness. The ideal candidate is a proactive, accountable, and solutions-oriented people leader who thrives in a fast-paced environment, anticipates challenges, makes real-time decisions, and drives the team toward effective resolutions while maintaining strong communication, organization, responsiveness, and customer service.

Title: Director of Service Operations
Industry: Histology / Pathology / Laboratory Services & Equipment
Department: Service Operations / Customer Support
Location: Pine Brook, NJ
Compensation: $125-150K
We are seeking a hands-on Call Center Manager/Director of Service Operations to lead a team of 15+ Service Coordinators supporting customers and field-based technical service operations within the histology and pathology industry. This high-impact leadership role will oversee coordination between customers, service coordinators, field technicians, drivers, and internal teams while managing shifting priorities, urgent repairs, scheduling changes, and time-sensitive customer needs. The ideal candidate is a proactive, accountable, and solutions-oriented people leader who thrives in a fast-paced environment, anticipates challenges, makes real-time decisions, and drives the team toward effective resolutions while maintaining strong communication, organization, responsiveness, and customer service.
Your Contributions
Operational Strategy & Work-Order Ownership

• Design and govern end-to-end case and work-order workflows, including intake accuracy, coverage determination, quotations and authorization, parts dependencies, scheduling, documentation, closure, and invoicing readiness.

Ensure a consistent assigned operational owner for each service event, with documented status, next action, responsible party, due date, and customer update commitment.

• Build standardized daily operating procedures, queue management, escalation thresholds, quality controls, and regular exception-focused work-order reviews.
• Oversee distinct workflows for contract-covered service, billable preventive maintenance, repairs, and OEM or national-account dispatches, including special reporting and compliance obligations.

Cross-Functional Service Execution

• Partner with Service Delivery on technical triage, technician competencies, dispatch readiness, field execution, and service documentation; define practical boundaries between operational ownership and technical authority.
• Coordinate with Purchasing and Warehouse leadership to establish transparent parts-status milestones, clear task ownership, reliable updates, and escalation pathways for delayed or unavailable parts.
• Own operational customer communication standards and timely resolution of service-event concerns; partner with Client Relations on strategic account trends and retention risks.

Process Excellence, Systems & Analytics

• Lead improvement of CRM/field-service workflows, including email-to-case routing, account/site/asset accuracy, work-order statuses, dashboards, and automation; collaborate with IT and data owners.
• Use operational reports and dashboards to lead regular reviews of backlog, stage aging, next-action compliance, quote cycle time, readiness-to-schedule, customer updates, work-order closure, and invoicing exceptions.
• Monitor workload, staffing coverage, call volumes, work-order volume, and aging to balance team capacity and customer needs.
• Maintain controlled SOPs, training materials, audit readiness, and quality requirements in partnership with Quality; lead root-cause analysis and sustained corrective improvements.

People Leadership & Business Performance

• Lead, coach, and develop a team of Service Coordination professionals and working regional leads; establish clear accountability, succession plans, coverage protocols, and career progression.
• Partner with Finance and Commercial leadership to reduce documentation-related billing delays, improve invoicing readiness, minimize revenue leakage, and support service revenue objectives.
• Support operational changes through clear team communication, practical implementation plans, and regular updates to leadership.

Bringing to the Table

• Minimum of 7 years of experience in customer service operations, contact center management, service coordination, or a related service operations environment.
• Minimum of 3 years of direct people management experience, including coaching, performance management, staffing, and daily team oversight.
• Demonstrated experience leading a customer-facing team that manages high volumes of requests through multiple steps, departments, or operational handoffs.
• Experience establishing and monitoring team KPIs, escalation procedures, and employee accountability.
• Experience developing or maintaining standard operating procedures (SOPs), onboarding and training materials, and practical process improvements.
• Ability to interpret operational reports, identify delays, resolve customer issues, and communicate effectively with employees and leadership.
• Proficiency with CRM, contact center, work-order, or comparable service management systems.
• A bachelor’s degree in business, operations, healthcare administration, or a related field is required; equivalent relevant experience will be considered

Preferred Qualifications

• Experience leading a high-volume, multichannel customer service or contact center operation.
• Experience in healthcare, medical devices, laboratory equipment, or a technical service environment.
• Experience with Microsoft Dynamics 365 Field Service or a comparable platform, and operational reporting tools.
• Experience supporting specialized accounts or customer-specific service requirements and implementing training or workflow improvements.

Benefits & Incentives

• Medical, Dental, Vision Benefits
• 401K
• PTO/Vacation