Service Operations Manager

Who We Are?

Optimum Rope Access Solutions specializes in delivering safe, efficient, high-quality rope access services to the wind energy industry. Our services extend to various industry niches, requiring skilled rope access technicians, ensuring versatility and innovation in our offerings. Optimum Rope encompasses two divisions: Optimum Rope Services, which delivers project execution, and Optimum Academy, which provides the highest standard of comprehensive training for rope access professionals and wind energy technicians. We are certified by the Global Wind Organization (GWO) and the Society of Professional Rope Access Technicians and conduct training at our home base in Amarillo, TX, at partner facilities, and customer sites nationwide.

Our vision is to provide the industry with the most available, highest-quality access, rescue, and safety training.

Because lives depend on it, our mission is to equip every technician with the knowledge, skills, and tools to safely navigate working at height, protect others they work with, and deal with emergencies in vertical environments so that they are always prepared for any challenge they may face.

Optimum is building a team of individuals that embrace our core values. These values are:

Always do right– Integrity is our foundation. It is the primary filter we use when building our team or developing customer relationships. We actively pursue genuine, transparent, honest people and value trusting relationships.

Love what you do– Passion propels us. We do what we love, love what we do, and seek to surround ourselves with people who do the same.

Care about people– Responsibility guides us. We must take care of ourselves, each other, and the environment. We don’t let people get hurt on our watch, and we don't leave problems for future generations to clean up. Because of this, we operate at the highest level of HEALTH & SAFETY and always strive to protect and improve the ENVIRONMENT.

Be undeniably good– Excellence makes us win. Because of this, we will provide the highest quality, improve efficiency, consistently innovate, and continuously improve. This means we will learn from our mistakes, capitalize on our success, refine our processes, and invest in our people.

Job Description

The Service Operations Manager provides strategic oversight of field service operations, ensuring efficient execution, exceptional customer satisfaction, and sustainable business growth. This role manages critical functions, including billing, client relations, business development, project quotes, workforce recruitment, scheduling, and resource optimization. With direct supervision of Project Managers and Supervisors, the Service Operations Manager ensures operational excellence, compliance with safety standards, and alignment with organizational objectives.

Responsibilities

Operational Management:

· Oversee and manage field service operations, ensuring that projects are executed safely, on time, and within budget.

· Develop and maintain project schedules to optimize resource allocation and minimize downtime.

· Manage equipment and fleet to ensure operational readiness and compliance with safety standards.

· Monitor field service performance metrics and implement continuous improvement strategies.

Team Leadership:

· Directly manage Project Managers and Supervisors, providing guidance and support to drive high performance.

· Recruit, onboard, and develop field service staff, ensuring alignment with company values and standards.

· Foster a culture of safety, excellence, accountability, and teamwork across all field operations.

Billing & Financial Oversight:

· Ensure accurate and timely billing for all field service projects.

· Collaborate with the finance team to monitor project budgets, costs, and profitability.

· Provide input on pricing strategies and project quotes to align with business objectives.

Customer Relations & Business Development:

· Build and maintain strong relationships with clients to understand their needs and ensure satisfaction.

· Collaborate with the Sales and Marketing teams to identify and pursue new business opportunities.

· Develop and present project quotes to potential clients, ensuring competitive and accurate pricing.

Recruiting & Workforce Management:

· Identify staffing needs and recruit skilled personnel to support field service operations.

· Work with the Academy Operations team to ensure technicians receive the required training and certifications.

· Work closely with the Logistics Coordinator on scheduling to ensure optimal coverage for ongoing and upcoming projects.

Safety & Compliance:

· Promote and enforce adherence to company policies, safety standards, and industry regulations, including GWO, SPRAT, OSHA, and ANSI.

· Regularly review safety practices and equipment to ensure a hazard-free work environment.

Requirements and Qualifications

Education and Experience:

· Bachelor’s degree in Business or Operations Management preferred.

· Minimum 3 years of experience in field service management or a similar role.

· Deep knowledge of rope access and wind energy services.

· Proven expertise in billing, customer relations, business development, and project management.

Skills and Competencies:

· Advanced proficiency in Microsoft Excel, including creating and managing complex spreadsheets, formulas, and data analysis.

· Strong proficiency in Microsoft Word for creating professional reports and documentation.

· Strong proficiency in Outlook, PowerPoint, One Drive, and SharePoint.

· Strong leadership and team management abilities.

· Excellent organizational and project management skills.

· Effective communication and negotiation skills.

· Proficiency in project scheduling software and operational tools.

· Analytical mindset with the ability to identify and resolve operational inefficiencies.

Other Requirements:

· Willingness to live in Amarillo, TX, and travel frequently (up to 50% of the time) for customer meetings, site visits, and industry events.

· Commitment to upholding quality standards inherent to Optimum Rope Access Solutions’ mission.

Job Type: Full-time

Pay: From $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $85,000