What are the responsibilities and job description for the Service Operations Manager position at VAST Data?
Description
We are looking for a highly organized and experienced Service Operations Manager to oversee and optimize the daily operations of our RMA and Internal Lab/Warehouse Operations. The ideal candidate will ensure the efficiency of these operations through monitoring performance and driving continuous improvements through KPIs. The Service Operations Manager will play a key role in streamlining and documenting processes, reducing operational costs, and driving scalability in a fast-growing environment.
Key Responsibilities:
RMA - Cross-Functional Communication
Education: Bachelor's degree in Business, Operations Management, or related field (or equivalent work experience).
Experience:
Certifications (optional): Lean Six Sigma, ITIL, or other relevant certifications in service operations.
Preferred Qualifications:
None
We are looking for a highly organized and experienced Service Operations Manager to oversee and optimize the daily operations of our RMA and Internal Lab/Warehouse Operations. The ideal candidate will ensure the efficiency of these operations through monitoring performance and driving continuous improvements through KPIs. The Service Operations Manager will play a key role in streamlining and documenting processes, reducing operational costs, and driving scalability in a fast-growing environment.
Key Responsibilities:
RMA - Cross-Functional Communication
- Monitor and stay current with responses to various Slack channels related to the fulfillment of Customer advanced replacement RMAs
- Report on readouts to executive leadership team
- Work closely with several teams, including Support, for changes in the areas of process improvement, tools enhancements/automation, and train the trainer activities
- Keep current process documentation as it relates to the areas of Advance Replacement RMA, Lab/Warehouse inventory management, and Return To Vendor processes
- Partner with the technical and the planning teams to ensure the proper FRUs are being prioritized with the lab repair team.
- Continuously assess repair processes and identify opportunities for improvement in terms of efficiency, cost savings, automation and quality enhancement. Implement new techniques, tools, or technologies to improve inventory velocity.
- Oversee the accuracy of FRU part inventory, both physically and as reflected in the ERP.
- Order and restock materials as necessary to maximize throughput.
- Track and analyze key performance metrics to assess effectiveness; inventory accuracy, aging by location, etc.
- Daily/Weekly/Monthly reporting including cross-functional alignment on initiative to improve performance
- Consistent drive for taking cost out of the Service Operation processes
Education: Bachelor's degree in Business, Operations Management, or related field (or equivalent work experience).
Experience:
- 5 years of experience in service operations, customer service, logistics, related fields.
- Proven leadership experience in managing teams and optimizing operational processes.
- Experience working in a 24/7 Global environment
- Strong leadership, problem-solving, and decision-making abilities.
- Excellent communication skills (both verbal and written).
- Strong analytical skills and experience with performance tracking.
- Ability to work well under pressure and manage multiple priorities.
Certifications (optional): Lean Six Sigma, ITIL, or other relevant certifications in service operations.
Preferred Qualifications:
- Six Sigma business process certification
- Experience at data infrastructure companies, integrated data services, hardware, software and cloud services at the enterprise Customer level
None
