Senior Operations Manager, Managed Services

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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Fortive

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2016

🏢 Enterprise

⚕️ Healthcare Insurance

💰 Post-IPO Equity on 2020-03

Enterprise • Healthcare Insurance

Fortive is a global industrial technology company that specializes in delivering advanced healthcare solutions, intelligent operating solutions, and precision technologies. With a team of 18,000 employees, Fortive works on solving tough technical challenges, empowering safer, smarter, and more efficient industrial operations. The company emphasizes sustainability, integrity, and continuous improvement, striving for a future that's stronger, safer, and smarter. Fortive has been recognized as one of America's Most Responsible Companies, demonstrating its commitment to positive social and environmental impact.

📋 Description

• Design and build the ServiceChannel Managed Work Order Associates (WOA) program and operating model; in partnership with Call Center leadership, establish the governance and operating rhythm (capacity/queue management, performance reporting, action tracking) to ensure execution aligns to program design and desired outcomes. • Own performance management to the SCM deal model for WO Associates (SLAs, productivity, quality, cost-to-serve), including productivity definitions/targets/reporting, and the productivity assumptions needed to support future deal modeling and pricing. • Identify, prioritize, and deliver productivity improvements (process, standard work, workflow optimization, and enablement) that reduce cost-to-serve and increase GM% year over year. • Maintain all program standard work and workflows, including client SOP documentation/updates; translate client rules into operational steps, training, and QA criteria. • Own end-to-end execution performance and quality controls, including backlog health, cycle time, exception/escalation management, QA auditing, and corrective actions through coaching and process updates. • Oversee Not-to-Exceed (NTE) compliance, including monitoring, controls, and audits; ensure audit readiness and timely remediation of findings. • Own and supervise Planned Maintenance (PM) programming for all SC Managed accounts, ensuring consistent execution, scheduling adherence, and reporting. • Provide strong, dynamic leadership that mentors, develops, and guides team members; set expectations, measure performance, and create clear accountability to standards. • Partner cross-functionally to standardize work, resolve systemic issues, and scale best practices across SC Managed operations.

🎯 Requirements

• Bachelor's degree or equivalent years of related experience required. • 7+ years of experience in operations leadership (managed services, workflow operations, shared services, service operations, or similar); people management experience preferred. • Demonstrated ability to design and run an operations program, including governance and KPI management (productivity, quality, SLAs), standard work/workflow design (SOPs/playbooks, training/enablement, change control), and cross-functional partnership (including Call Center leadership). • Strong analytical and problem-solving skills with the ability to manage to a deal model (productivity, SLA performance, backlog health, cycle time, cost-to-serve, quality) and deliver continuous improvement that reduces rework and increases consistency. • Experience with compliance controls and audits (e.g., policy adherence, client requirements, financial/approval guardrails such as NTE) and strong written/verbal communication skills to translate requirements into clear operational standards. • Project/program management skills and ability to lead initiatives with multiple stakeholders and competing priorities; proficient in Windows-based applications and comfortable learning workflow tools. • Preferred: familiarity with work order and planned maintenance operations (triage, dispatch coordination, status management, escalations, documentation quality) and/or facilities maintenance services.

🏖️ Benefits

• generous medical, dental, and vision insurance • life insurance • 401k with match • flexible time-off policy • paid parental leave