Lead Field Operations Manager

About the Role
The Lead Field Operations Manager is responsible for leading the delivery of operational support services that enable field associates and leaders to effectively serve clients and operate their offices. This role provides leadership and direction to Field Operations Managers and their teams, while also overseeing the Global Capability Center (GCC) support team to ensure consistent, efficient, and high-quality service delivery across all supported functions.

Day to day, you'll...

drive operational performance through workforce planning, service level management, process standardization, and continuous improvement initiatives that enhance the field support experience.
partner closely with cross-functional business leaders to align support strategies, resolve operational challenges, and identify opportunities to improve processes, service delivery, and organizational effectiveness.
be accountable for developing team capabilities, fostering a customer-focused culture, and ensuring support resources, tools, and training programs enable successful execution of operational priorities.
lead the collaboration and performance management, this role ensures the organization delivers scalable and effective support that meets the evolving needs of the field.

Required Qualifications
8+ years of progressive operational, customer support, workforce management, field operations, or related business experience
5+ years of people leadership experience, including experience leading managers and/or supervisors
Experience managing operational performance through service level agreements (SLAs), productivity metrics, quality standards, or other operational measures
Experience leading cross-functional initiatives and driving process improvements across multiple stakeholder groups
Experience developing, coaching, and managing team performance in a fast-paced operational environment

Preferred Qualifications
Experience leading large-scale field support, shared services, contact center, operations enablement, or service delivery organizations
Experience supporting geographically dispersed or remote teams
Experience working with global teams, outsourced partners, or Global Capability Center (GCC) organizations
Experience implementing continuous improvement initiatives that improve operational efficiency, service delivery, or customer experience
Experience supporting workforce planning, staffing models, resource allocation, or capacity planning activities