Service Manager Job at Hai Robotics, Atlanta, GA

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  • 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).

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