Service Manager Job at Hai Robotics, Atlanta, GA

dUpCZ3daVzRDU0t1QWt0clREb3UrQWR3dXc9PQ==
  • Hai Robotics
  • Atlanta, GA

Job Description

Job Description

Role Overview

The Service Manager ensures the delivery of high-quality, reliable customer support operations. This role oversees daily service performance, ensures SLA adherence, and drives continuous improvement through root cause elimination, process optimization, and operational excellence .

Key Responsibilities

  • Oversee daily support operations, ensuring service levels and customer expectations are consistently met.
  • Monitor KPIs such as response time, resolution time, backlog, and CSAT; act on trends and exceptions.
  • Develop, document, and enforce standard operating procedures (SOPs) and escalation paths.
  • Partner with the Project Manager to implement process improvements and automation initiatives.
  • Collaborate with the Account Managers to address customer feedback and strengthen service performance.
  • Coach and develop team leads and senior support staff to improve productivity and service quality.
  • Conduct service reviews and performance reporting for leadership and key customers.

Qualifications

  • Bachelor’s degree or equivalent experience.
  • 5+ years of experience in customer support/service delivery, including 2+ years in a leadership capacity.
  • Strong grasp of service management frameworks (ITIL, Lean, etc.).
  • Proven track record in driving process improvement and operational excellence.
  • Excellent analytical, coaching, and communication skills.
  • Proficiency with service management tools (Zendesk, ServiceNow, or equivalent).

Job Tags

Similar Jobs

Reliance Partners

Client Experience Representative Job at Reliance Partners

 ...position. Primary Responsibilities Manage and maintain records of client communications in our agency management system (AMS) Zendesk. Generate proofs of insurance upon request. Answer inbound calls, ensuring prompt and professional service. Maintain... 

Unifi Aviation, LLC

Baggage Handler Job at Unifi Aviation, LLC

 ...General information Job Title Airport Ramp Agent (American) - LIH PT Date Monday, November 3, 2025 Entity...  ...and SIDA training to obtain airport authority identification security. Must be able to lift / carry / push / pull and move items... 

Meda Health

Travel Nurse RN - Telemetry Job at Meda Health

 ...Job Description Meda Health is seeking a travel nurse RN Telemetry for a travel nursing job in Milford, Massachusetts. Job Description...  .... We are dedicated to helping our employees work toward achieving their dreams in a way that builds a better world for us all.... 

Creative Door Services Ltd.

Garage Door Installer - Helper Job at Creative Door Services Ltd.

 ...Job Description Job Description Creative Door Services, North Americas largest overhead door dealer, operates nine branches across...  ...door industry. We provide access solutions by servicing and installing a variety of overhead doors and driveway gate systems,... 

USPS

USPS Postal Workers - Mail Carrier/Assistant $16-$35/hr Job at USPS

No experience requited, hiring immediately, appy now.Excellent benefits such as health, dental, and vision insurance. No eperience required. Paid holidays and paid time off. Delivers and collects mail on foot or by vehicle under varying road and weather conditions in a...