Position: Service Operations Manager
Salary: $88,000 + benefits
Location: San Juan, Puerto Rico
Category: Operations Management

Benefits: Medical plans, retirement plan, sick leave, vacation leave, Christmas bonus, supplemental insurance, and others.

Summary:
The Service Operations Manager is responsible for leading and coordinating the operations of Technical Services, Application Specialists, and Project Management teams. This role ensures operational excellence, high-quality service delivery, and alignment with the company’s customer-focused philosophy. The position also drives efficiency, innovation, and continuous improvement while developing and mentoring staff.

Key Responsibilities:
• Design and implement strategies to improve efficiency, service quality, and customer satisfaction.
• Develop work plans, monitor execution, and ensure achievement of departmental and organizational goals.
• Lead multidisciplinary teams in technical services, validations, training, installations, and special projects.
• Establish and monitor KPIs to evaluate operational performance, service levels, and productivity.
• Promote a customer-centric organizational culture with high technical and ethical standards.
• Identify opportunities for process improvements and lead innovation initiatives.
• Collaborate across departments to align operations with strategic business goals.
• Supervise budgets and optimize resource allocation.
• Stay updated on management trends, service technologies, and continuous improvement practices.
• Supervise, evaluate, and mentor employees, providing ongoing coaching and feedback.
• Ensure operational integration across departments for seamless customer experience.
• Oversee service quality, cross-evaluations, and internal audits.
• Maintain effective client communication, including periodic visits to validate service expectations.
• Represent the company in key meetings, supplier negotiations, and industry conventions.
• Ensure compliance with HR policies, including recruitment, training, evaluations, and conflict resolution.
• Oversee preparation and maintenance of SOPs, documentation, and process improvements.
• Lead or participate in special projects, events, and interdepartmental training.
• Ensure all staff maintain updated training and certifications in their areas of expertise.
• Perform other related duties as required.

Supervisory Responsibilities:
Directly supervises the Technical Services Supervisor, Application Specialists Supervisor, Project Management Supervisor, Administrative Assistant, and Service Coordinators.

Requirements:
• Bachelor’s degree in Business Administration, Industrial Engineering, Management, or related field.
• Minimum 5 years of managerial experience in similar roles.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Strong leadership, team management, and communication skills in English and Spanish.
• Analytical mindset with strong decision-making and problem-solving abilities.
• Customer service orientation, professionalism, and ability to represent the company externally.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Willingness to travel and work extended hours, weekends, or holidays as needed.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.