Service Operations Manager job opportunity at Light & Wonder, Inc..

Home Jobs In United States Of America Tag: Job Service Operations Manager position at Light & Wonder, Inc.


DatePosted 5 Days Ago bot
Light & Wonder, Inc. Service Operations Manager
Experience: 7-years
Pattern: full-time
Country:
apply Apply Now
Salary:
Status:

Job

Copy Link Report
degreeOND
loacation Columbus, OH, United States Of America
loacation Columbus, OH....United States Of America

Position Summary Who We Are: We are a growth-oriented technology-enabled services organization supporting customers across multiple markets. Our Field Services team delivers reliable installation, maintenance, and technical support statewide, combining a safety-first mindset with a relentless focus on customer experience and operational excellence.   Summary:   The Service Operations Manager (State Operations) owns end-to-end field service delivery across an entire state, leading a multi-layer organization of supervisors, leads, and technicians. This role is accountable for customer satisfaction, SLA attainment, workforce planning, safety and compliance, inventory & fleet stewardship, and cost-to-serve performance. The manager   sets   the operational cadence, develops talent, standardizes processes, and drives continuous improvement to achieve best-in-class service outcomes.   Scope & Impact:   Geography: Full-state coverage (Ohio) with multi-region responsibility.   Team: Direct management of managers/supervisors and a dispersed workforce .   Assets & Logistics: Oversees parts depots/stocking locations, RMA, fleet   utilization , route optimization, vendor/third-party partners.   Financials: Accountable for budget adherence, forecast accuracy, and cost optimization; influences state revenue through uptime and project throughput.   Key Responsibilities:   Strategy & Planning:   Translate company strategy into a state operating plan with clear goals, staffing models, coverage maps, depot strategy, and capital needs.   Own weekly/monthly/quarterly business reviews (WBR/MBR/QBR); publish dashboards and action plans.   Forecast volume (work orders, installs, projects) and align capacity, training, and inventory accordingly.   People Leadership:   Hire, onboard, and develop leaders; build   a bench   and succession plans for critical roles.   Set expectations,   coach for   performance, and recognize results; manage performance issues with fairness and urgency.   Foster a culture of safety, accountability, and inclusion; reinforce company values and ethical standards.   Operations & Service Delivery:   Ensure SLA achievement (response, restoration, first-time-fix) and efficient schedule/dispatch across the state.   Standardize procedures (SOPs, work instructions) and drive adoption of field mobility/CMMS tools.   Oversee install/projects, preventive maintenance, break/fix, and after- hours   coverage; own escalation management.   Customer & Cross-Functional:   Partner with Sales/Account Management on installs, renewals, and service recovery; join customer business reviews as needed.   Collaborate with Product/Engineering on field feedback, pilot programs, and change management.   Coordinate with Supply Chain /Distribution   on parts availability, forecasting, and   logistics ; with Finance on billing and accruals.   Key Metrics (examples):   SLA attainment (response/restoration);   First-Time -Fix Rate (FTFR)   Mean Time to Respond/Repair (MTTR); backlog aging and schedule adherence   Technician utilization & productivity; revenue/throughput per tech; cost-to-serve   Inventory turns, shrink, RMA recovery rate; fleet   utilization   and $/mile   Safety: TRIR, near-miss reporting rate, training completion   Customer sentiment: NPS, complaint rate, time-to-recovery   Qualifications:   7+ years of progressive field service or operations leadership; 3+ years leading multi-site teams (statewide or equivalent).   Bachelor's degree in Business , Operations, Engineering, or relevant experience   required ; advanced degree   a plus .   Proven success managing budgets, workforce planning, and large-scale dispatch/route operations.   Demonstrated use of data to manage performance; advanced Excel or analytics skills; familiarity with CMMS/FSM platforms.   Strong change management, stakeholder communication, and customer-facing skills; calm under pressure and escalation-savvy.   Continuous improvement mindset   Requirements:   Valid driver's license; ability to travel intrastate (up to 40–60% as needed).   Ability to lift and move equipment as   required   for site visits and audits; adherence to all safety protocols.   Proficiency   with Microsoft 365 (Teams, Excel, PowerPoint, SharePoint) and field mobility apps; strong written and verbal communication.   Work Environment:   In office   role with field/site time, depot/warehouse .   Noise levels and conditions vary by site; PPE   required   as applicable. Evening/weekend coverage may be   required   for escalations.   We are Grover Gaming!   At Grover Gaming, we build entertainment experiences that excite and inspire. From innovative electronic games to mission-driven partnerships, our work powers charitable gaming across the country, helping nonprofits fund the causes that matter most. We believe in doing what you love and doing it with purpose. Our team of innovators, creators, and problem-solvers is shaping the future of charitable gaming. Together, we are building more than games, we are #playingitforward by building community, impact, and opportunity.  Why Grover Gaming?   • Join a passionate team in one of the most exciting sectors of the gaming industry  • Be part of a mission-driven organization that supports charitable causes  • Competitive salary and benefits  • Opportunities for advancement and growth  • A culture built on innovation, integrity, and service  Don’t meet every requirement? Studies show that women and people of color are less likely to apply for jobs unless they meet every single qualification. At Grover Gaming, we know that creativity, passion, and different perspectives are what make our games and impact truly special. We welcome people from all backgrounds and experiences. If this role excites you but your experience doesn’t match every qualification, we still want to hear from you. You could be exactly the teammate we need!  #LI-AM1 Qualifications Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster .

Other Ai Matches

Studio Art Lead Applicants are expected to have a solid experience in handling Job related tasks
remote-jobserver Remote
Field Service Technician II Council Bluffs, IA Applicants are expected to have a solid experience in handling IA related tasks
Sales Fulfillment Partner I Applicants are expected to have a solid experience in handling Job related tasks
Financial Analyst Applicants are expected to have a solid experience in handling Job related tasks
Director of Engineering Applicants are expected to have a solid experience in handling Job related tasks
Customer Service Representative |2-5 Years| Gaming Company Preferred Applicants are expected to have a solid experience in handling Job related tasks
Game Artist Applicants are expected to have a solid experience in handling Job related tasks
Associate QA engineer, software Applicants are expected to have a solid experience in handling software related tasks
Senior Automation QA Engineer Applicants are expected to have a solid experience in handling Job related tasks
Senior Product Manager Applicants are expected to have a solid experience in handling Job related tasks
Scrum Master Applicants are expected to have a solid experience in handling Job related tasks
PAM Integration Engineer Applicants are expected to have a solid experience in handling Job related tasks
Account Executive - Central Coast/Hunter Region Applicants are expected to have a solid experience in handling Job related tasks
User Acquisition Marketing Manager Applicants are expected to have a solid experience in handling Job related tasks
DevOps Engineer Applicants are expected to have a solid experience in handling Job related tasks
Senior Software Engineer- Java Applicants are expected to have a solid experience in handling Job related tasks
Senior Automation QA Engineer Applicants are expected to have a solid experience in handling Job related tasks
Senior Back-End Software Engineer Applicants are expected to have a solid experience in handling Job related tasks
Senior Advanced Software Engineer Applicants are expected to have a solid experience in handling Job related tasks
Associate Game Producer Applicants are expected to have a solid experience in handling Job related tasks
HR Operations, Associate Specialist (Shared Services, APAC) Applicants are expected to have a solid experience in handling Associate Specialist (Shared Services, APAC) related tasks
Product Owner / Business Analyst Applicants are expected to have a solid experience in handling Job related tasks
Field Service Tech I Applicants are expected to have a solid experience in handling Job related tasks