Service Operation Excellence Supervisor

About the role

The Service Operation Excellence Supervisor leads and supports service operations excellence initiatives to improve productivity, customer satisfaction, operational efficiency and business performance. The role drives standardization, data-driven decision making, continuous improvement programs and adherence to operational best practices across service delivery teams.

Key responsibilities

• Operational Excellence: implement and sustain excellence programs, identify improvement opportunities using Lean, Six Sigma or continuous improvement methods, standardize workflows and monitor performance to recommend corrective actions
• Performance Management: track and analyze service KPIs, build dashboards and reports for leadership, and run trend analysis and performance reviews
• Business Process Improvement: lead continuous improvement projects, facilitate root-cause analysis, drive automation and digital transformation, and ensure compliance with company policies
• Team Leadership: supervise Operations Excellence Analysts or Coordinators, coach team members, lead cross-functional improvement workshops and partner with service managers and field leaders
• Customer and Stakeholder Management: collaborate with field operations, sales, finance and customer service teams on customer experience initiatives, and present operational insights to management

Required profile

• Bachelor's degree in Business Administration, Engineering, Operations Management, Industrial Engineering or a 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

Required skills

• Nice to have: Lean Six Sigma (Green Belt preferred)
• Data analysis and reporting, and advanced Excel, Power BI or Tableau
• Project management, process mapping and documentation
• Stakeholder management, communication, problem-solving and root-cause analysis