Service Operations Manager

We're looking for an experienced Service Operations Manager to lead the day-to-day operations of FGS. This position plays a critical role in ensuring our teams deliver exceptional service, maintain operational efficiency, and provide a best-in-class customer experience. You'll oversee office and field operations, manage personnel, review invoices and operational reporting, maintain inventory controls, and drive continuous improvement across the business. If you're a hands-on leader who thrives in a fast-paced environment and enjoys building high-performing teams, we'd love to hear from you.

As the Operations Manager at FGS, you'll be responsible for:

• →Overseeing daily operations of the shop, mobile service teams, and customer service department
• →Managing scheduling, workflow, and resource allocation to ensure timely completion of jobs
• →Leading and developing Customer Service Representatives, dispatchers, technicians, and field staff
• →Reviewing invoices for accuracy, ensuring proper billing practices, and resolving discrepancies
• →Monitoring operational expenses, labor costs, and material costs to support profitability
• →Managing inventory levels and ordering materials to ensure efficient operations
• →Overseeing warranty claims, customer concerns, and quality assurance processes
• →Analyzing operational reports and key performance indicators (KPIs) to drive improvements
• →Working closely with customers to resolve escalated service issues and maintain high satisfaction levels
• →Ensuring compliance with company policies, safety standards, and industry requirements
• →Identifying opportunities to improve productivity, reduce costs, and increase operational performance
• →Conducting regular audits of inventory, service quality, documentation, and field operations

We're looking for someone who brings:

• 3-5 years of management experience in auto glass, automotive service, collision repair, fleet service, or a related industry
• Strong leadership skills with experience managing both office and field personnel
• Experience reviewing invoices, monitoring operational expenses, and maintaining financial accuracy
• Knowledge of inventory management, purchasing, and vendor relations
• Excellent organizational, problem-solving, and decision-making abilities
• Experience analyzing reports, tracking KPIs, and implementing operational improvements
• Strong communication and customer service skills
• Proficiency with Microsoft Office and business management software
• Valid driver's license and reliable transportation

• Auto glass industry experience
• ADAS calibration knowledge
• Multi-location operations management experience
• Experience managing mobile service or field service teams