Lead Service Operations Specialist

About Us

HexionLab delivers cutting-edge software solutions and exceptional service experiences to our diverse clientele. As a Lead Service Operations Specialist, you will oversee all aspects of service delivery operations, implement strategic improvements, and lead a high-performing team to ensure operational excellence and client satisfaction.

Department: Service Delivery
Project Location(s): Hybrid or On Site
Education: Bachelor’s Degree

Position Overview

The Lead Service Operations Specialist is responsible for managing and optimizing service operations at a strategic level. This role involves leading cross-functional teams, driving process improvements, and ensuring seamless service delivery that aligns with organizational objectives and client needs.

Key Responsibilities

  • Oversee and manage the end-to-end service delivery operations, ensuring alignment with organizational goals and client expectations.
  • Lead a team of service operations specialists, providing mentorship, guidance, and fostering a culture of collaboration and innovation.
  • Develop and implement service delivery strategies, policies, and best practices to enhance operational efficiency and quality.
  • Analyze performance metrics, identify trends and inefficiencies, and drive strategic initiatives to improve service processes.
  • Act as the primary escalation point for critical client issues, delivering timely and effective solutions.
  • Collaborate with project managers, technical teams, and other departments to ensure seamless service delivery.
  • Prepare and present service performance reports to senior leadership, recommending actionable insights and improvements.

What You’ll Gain

  • Leadership opportunities to shape and optimize service operations strategies.
  • The ability to drive impactful improvements and lead complex projects.
  • Collaboration with senior leadership and cross-functional teams in a dynamic, innovative environment.
  • A culture that values operational excellence, continuous improvement, and client success.

Skills and Qualifications

  • 8+ years of experience in service operations, project management, or related fields, with extensive leadership and strategic planning experience.
  • Proven ability to lead and manage high-performing teams, with a focus on mentorship and team development.
  • Expertise in service management frameworks, process optimization, and data analysis.
  • Strong communication and interpersonal skills, with the ability to influence stakeholders and build strong client relationships.
  • Exceptional problem-solving and decision-making abilities, with a customer-first mindset.
  • Proficiency with service management tools, project management software, and performance metrics analysis.
  • A degree in Business Administration, Information Technology, or a related field is preferred.

Ready to Join Us?

If you are a visionary leader passionate about driving service operations excellence and leading a high-performing team, apply now to join HexionLab as a Lead Service Operations Specialist.

How can we help you?

Contact us at the HexionLab office or submit a business inquiry online.

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