Service Operations Lead

Vintti is a specialized staffing agency that believes diversity is the catalyst for innovation. We connect US-based SMBs, startups, and firms with exceptional talent from Latin America, fostering a rich tapestry of cultural perspectives within American businesses. Our unique position allows us to handpick professionals who not only possess the required skills but also bring fresh ideas and global insights to the table. Vintti's services go beyond filling positions; we enrich company cultures and expand business horizons on an international scale.

The Service Operations Lead plays a pivotal role in managing and optimizing the efficiency of service delivery within an organization. This position oversees the daily operations of service teams, ensuring that service standards are met and maintained. By implementing robust strategies and monitoring performance metrics, the Service Operations Lead ensures customer satisfaction and that services are delivered effectively and within budgets. This role also involves coordinating with other departments, addressing operational challenges, and driving continuous improvement initiatives to enhance overall service quality and operational efficiency.

- Bachelor’s degree in Business Administration, Operations Management, or a related field
- Minimum of 5 years of experience in service operations or a similar role
- Proven leadership and team management skills
- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
- Effective project management and organizational skills
- Proficiency in service management software and tools
- In-depth knowledge of industry trends and best practices
- Demonstrated ability to develop and implement SOPs
- Experience handling escalated customer issues and complaints
- Ability to work collaboratively with cross-functional teams
- Strong understanding of compliance regulations and standards
- Experience in budget preparation and cost control
- Capacity to lead continuous improvement initiatives
- Resource management and scheduling expertise
- Ability to develop and deliver effective training programs
- Commitment to fostering a customer-centric team culture
- Proficient in tracking and reporting KPIs
- Strong vendor and contract management skills
- Ability to adapt to changing priorities and fast-paced environments

- Lead and manage daily service team operations
- Oversee intake, prioritization, and delegation of service requests
- Monitor and analyze service metrics for trends and improvements
- Conduct regular performance and update meetings
- Develop and enforce standard operating procedures (SOPs)
- Collaborate with other departments to align service operations
- Provide coaching, support, and mentorship to team members
- Handle escalated customer issues and complaints
- Coordinate with vendors and external partners
- Track and report on key performance indicators (KPIs)
- Maintain knowledge of industry trends and best practices
- Ensure compliance with regulations and standards
- Implement and manage service management tools and systems
- Lead continuous improvement initiatives
- Manage resource allocation and scheduling
- Ensure adequate inventory of tools and materials
- Prepare and manage the service operations budget
- Develop and deliver training programs
- Foster a customer-centric team culture
- Generate and present performance reports to stakeholders

The ideal candidate for the Service Operations Lead role is a seasoned professional with a Bachelor’s degree in Business Administration, Operations Management, or a related field, and at least 5 years of experience in service operations or a similar capacity. They are a proven leader with exceptional team management skills, capable of motivating and coaching their team to achieve high performance. This individual excels in analytical thinking and problem-solving, with a keen eye for detail and a solid track record of implementing effective standard operating procedures (SOPs). They possess excellent communication and interpersonal skills, which enable them to collaborate seamlessly with cross-functional teams and handle escalated customer issues with calm and poise. Additionally, they are proficient in service management software and have a thorough understanding of industry trends and compliance regulations. The candidate brings strong project management abilities, adeptness in resource allocation, and a strategic mindset aligned with business objectives. With a customer-centric approach, they are committed to fostering a positive team culture, continuous improvement, and high service quality. Their capacity to manage budgets and control costs, along with their experience in training program development, equips them to maintain efficient operations under high-pressure situations. This proactive and adaptable individual is driven by results, ethical standards, and the development of strong stakeholder relationships, making them the perfect fit for this role.

- Lead and manage daily operations of the service team to ensure efficient and effective service delivery
- Oversee service request intake, prioritization, and delegation to appropriate team members
- Monitor and analyze operational metrics to identify trends, issues, and areas for improvement
- Conduct regular team meetings to review performance, share updates, and address any concerns
- Develop and implement standard operating procedures (SOPs) to ensure consistency and quality in service operations
- Collaborate with other departments to align service operations with overall business objectives
- Provide coaching, support, and mentorship to service team members to foster professional development
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions
- Coordinate with vendors and external partners to manage service contracts and optimize service delivery
- Track and report on key performance indicators (KPIs) to senior management
- Maintain up-to-date knowledge of industry trends and best practices to continually enhance service operations
- Ensure compliance with relevant regulations, policies, and standards in all service activities
- Implement and manage service management tools and systems to streamline workflows and improve efficiency
- Lead and participate in continuous improvement initiatives to enhance service quality and customer satisfaction
- Manage resource allocation and scheduling to balance workload and meet service demand
- Ensure adequate inventory and availability of tools and materials required for service delivery
- Prepare and manage the service operations budget, controlling costs while maintaining high service standards
- Develop and deliver training programs to ensure the team is knowledgeable and skilled in their roles
- Foster a customer-centric culture within the team, emphasizing the importance of delivering exceptional service
- Generate and present regular reports on service operations performance to stakeholders

- Strong leadership and motivational abilities
- High level of attention to detail and accuracy
- Exceptional problem-solving skills
- Excellent communication and interpersonal skills
- Ability to manage multiple tasks and prioritize effectively
- Strong project management skills
- Demonstrated teamwork and collaboration capabilities
- Commitment to continuous learning and development
- Ability to think strategically and align with business goals
- Strong customer service orientation
- High adaptability and flexibility in changing environments
- Proactive and results-driven mindset
- Ability to handle high-pressure situations calmly and effectively
- Strong ethical standards and integrity
- Resourceful and innovative approach to challenges
- Ability to build and maintain strong relationships with stakeholders
- Strong analytical thinking and data-driven decision-making
- Commitment to fostering a positive team culture
- Ability to mentor and develop team members
- Excellent organizational and time management skills

- Competitive salary range: $75,000 - $95,000 annually
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company matching
- Paid time off (PTO) and holidays
- Flexible work schedule with potential for remote work
- Professional development and training opportunities
- Tuition reimbursement for continued education
- Employee assistance program (EAP)
- Wellness programs and gym membership discounts
- Company-sponsored social events and team-building activities
- Life and disability insurance
- Opportunity for career advancement and internal promotions
- Access to industry conferences and networking events
- Employee recognition and reward programs
- Family-friendly policies and parental leave
- Support for volunteer work and community involvement
- Relocation assistance if applicable