Operations Support Manager

Operations Support Manager

We're looking for an experienced Operations Support Manager to lead the delivery of day-to-day services for our clients' Photolab imaging equipment. In this role, you'll oversee a team of service professionals, ensuring performance targets are met and client satisfaction remains high. You'll be at the center of operations—driving process improvements, coordinating across departments, and strengthening relationships with key clients in a fast-paced, growing environment where excellence and efficiency go hand in hand. Must be located in the United States, with preference for candidates in the Eastern or Central time zones.

Responsibilities:

• Service Management
• Ensure all services are delivered effectively, efficiently, and on time.
• Monitor and report on service performance against agreed SLAs (Service Level Agreements).
• Drive service improvement initiatives to enhance quality and efficiency.
• Develop & maintain on-going tech training requirements
• Maintain technical resource documents on helpnet
• Client & Stakeholder Relationship Management
• Key resource for clients regarding service delivery matters.
• Build and maintain strong relationships with clients and key stakeholders.
• Handle service escalations and ensure timely resolution of issues.
• Process & Performance Management
• Develop and implement service delivery processes and best practices.
• Analyze service delivery metrics and identify trends, risks, or areas for improvement.

Skills & Qualifications:

• Minimum of 5 years of experience in operations or service delivery management
• Minimum of 5 years of experience managing service delivery performance, including SLA adherence and KPI reporting
• Photolab imaging or similar technical environment experience preferred but not required.
• Strong understanding of technical concepts; technical capabilities are an asset to effectively manage technical leads overseeing installation activities.
• Proficiency in Microsoft Office Suite required, with strong skills in Excel and Power BI
• Experience with Clear Vision or Amdocs is an advantage and will expedite onboarding.
• Regular client interaction required, including weekly calls and daily email communication.
• Remote position: travel is not expected.

Key Competencies:

• Excellent communication, negotiation, and conflict resolution skills.
• Analytical and problem-solving mindset with attention to detail.
• Customer-focused attitude
• Team collaboration
• Strategic and operational thinking
• Process orientation and efficiency mindset
• Adaptability and resilience under pressure

Wage Range

The annual starting salary for this position is between $63,750 – $93,500 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits. More detailed information can be found here. The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Expiration Date

This posting is anticipated to remain open until January 5, 2026

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Equal Employment Opportunity

Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.