The Role
The Field Operations Manager ensures operational excellence across teams, manages staffing, leads performance management, and oversees vendor relationships while aligning efforts with strategic organizational goals.
Summary Generated by Built In
ComputerCare has spent more than 20 years building something rare in the IT world: a company where technical excellence and genuine human connection are valued equally. We're the trusted partner that IT leaders turn to when technology can't afford to fail. As a woman-owned business serving innovative companies worldwide, we combine certified technical expertise with a human approach. Whether it's managing complex device lifecycles for global teams or performing authorized repairs for Apple, Lenovo, HP and Dell devices, our work directly impacts how thousands of people stay productive every day. We never outsource our work because we believe in accountability, quality, and building lasting relationships—with our clients and as a team.
If you're passionate about technology, take pride in solving real problems, and want to be part of a company that values both technical excellence and the people behind it, ComputerCare is where you belong.
Come join us in our mission of being the Human Side of Hardware!
As the Field Operations Manager, you will be responsible for driving operational excellence across cross-functional service teams, ensuring efficient workflows, measurable performance outcomes, and a high standard of service delivery. In this role, you will work closely with internal leaders, vendors, and partners to execute strategic objectives while supporting your team’s development and maintaining compliance with internal and external expectations.
What You'll Do:
- Own the staffing plan, including forecasting, hiring, and allocating resources to meet evolving business needs.
- Lead the development and execution of weekly operational goals aligned with KPIs and organizational objectives.
- Provide performance management, coaching, and development to drive accountability and individual growth.
- Oversee daily operations as the primary point of contact for customers, ensuring clear communication and effective issue resolution.
- Own contract-related operational deliverables, including SLAs, compliance metrics, and pricing adjustments.
- Ensure consistent SLA performance and resolve service issues with vendors and internal stakeholders.
- Oversee tools, asset repair processes, and technical training in partnership with QA and leadership teams.
- Identify, escalate, and remove production roadblocks impacting team performance or service delivery.
- Lead cross-functional and cross-departmental projects focused on process improvement and operational efficiency.
- Develop, deliver, and maintain training programs aligned with compliance, SOPs, and procedural standards.
- Ensure timely completion of workflows and triage of diagnostic backlogs according to SOPs.
- Manage vendor relationships, including accurate customer billing and pricing updates.
- Create, update, and maintain SOPs to reflect evolving processes and operational needs.
- Supervise safety, cleanliness, and efficiency of worksites across regions.
- Align operational execution with financial goals to support profitability and sustainable growth.
- Represent operations in cross-functional meetings, providing performance insights and strategic recommendations.
- Lead end-to-end partner site launches, including planning, resourcing, training, execution, and post-launch analysis.
- Standardize launch procedures to ensure consistent, scalable, and effective site activations.
- Facilitate and participate in Quarterly Business Reviews (QBRs) and company KPI initiatives.
- Foster a culture of continuous improvement, safety, and high performance.
- Participate in quarterly leadership meetings and collaborate on company-wide initiatives.
- Drive organizational excellence by modeling the company’s vision, values, and commitment to Diversity, Equity, and Inclusion.
What You'll Bring:
- 5+ years experience in a management role, with direct supervisory experience
- 4+ years experience in project management including planning and launch
- 2+ Years of experience in Customer Service roles
- Preferred experience in IT operations, device lifecycle management or hardware support environment
- Committed to staying current on technology, procedures and training for manufacturers
- Skilled in writing proposals and reports supported by data and metrics
- Proven ability to analyze data to inform decisions and drive business outcomes
- Comfortable working in ambiguity and charting a clear path forward
- Effective collaboration with stakeholders across all organizational levels
- Track record of delivering results in fast-paced, complex environments
- Quick, thoughtful, and disciplined execution
- Experience with NetSuite or Salesforce strongly preferred
- Ability to travel less than 10% of the year (as dictated by business needs)
Perks and Benefits:
- Comprehensive Medical, Dental, and Vision plans to keep you feeling your best
- 401(k) with employer match—because your future matters
- Company-paid Life Insurance, plus HSA & FSA options
- Employee Assistance Program (EAP) for real support when you need it
- Adoption Assistance to help grow your family
- Commuter Benefits for an easier ride
- Free Coursera Professional Certifications to level up your skills
- Generous vacation & sick time, plus paid time off to give back to your community
If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in ComputerCare’s mission, core values and can contribute to our team in a variety of ways – not just candidates who check all the boxes.
At ComputerCare, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders.
ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
Top Skills
NetSuite
Salesforce
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The Company
What We Do
Founded in 2004, ComputerCare is an authorized repair center for the world's leading hardware manufacturers, including Apple, Lenovo, Toshiba and HP. In addition, the company offers dedicated IT logistic and help desk services that enable customers to streamline hardware management and support for employees in traditional, remote and hybrid work environments. ComputerCare is a proud Women’s Business Enterprise certified by the Women’s Business Enterprise National Council.
