Service Operation Excellence Supervisor

What you will do:

The Service Operations Excellence Supervisor will lead and support service operations excellence initiatives to improve productivity, customer satisfaction, operational efficiency, and business performance. Drive standardization, data-driven decision making, continuous improvement programs, and adherence to operational best practices across service delivery teams.

How you will do it:

Operational Excellence

• Implement and sustain operational excellence programs and best practices.
• Identify process improvement opportunities using Lean, Six Sigma, or continuous improvement methodologies.
• Standardize workflows and operating procedures across service teams.
• Monitor operational performance and recommend corrective actions.

Performance Management

• Track and analyze service KPIs
• Develop dashboards and reports for leadership reviews.
• Conduct trend analysis and performance reviews.

Business Process Improvement

• Lead continuous improvement projects.
• Facilitate root-cause analysis for operational issues.
• Drive automation and digital transformation initiatives.
• Ensure compliance with company policies and operational standards.

Team Leadership

• Supervise Operations Excellence Analysts or Coordinators.
• Coach and develop team members.
• Lead cross-functional improvement workshops.
• Partner with service managers and field leaders to implement changes.

Customer & Stakeholder Management

• Collaborate with field operations, sales, finance, and customer service teams.
• Support initiatives that improve customer experience and service quality.
• Present operational insights and recommendations to management.

What we look for:

• Bachelor's degree in Business Administration, Engineering, Operations Management, Industrial Engineering, or related field.
• 5+ years in service operations, business operations, process improvement, or operational excellence.
• Prior supervisory or team leadership experience.
• Experience in service-focused or field-service organizations is preferred.

Nice to have skills

• Lean Six Sigma (Green Belt preferred)
• Data analysis and reporting
• Advanced Excel, Power BI, Tableau, or similar tools
• Project management
• Process mapping and documentation
• Strong stakeholder management and communication skills
• Problem-solving and root-cause analysis.