Service Manager - Multi-Site in Buffalo, New York at Symphony Management LLC

About the Role:

The Service Manager - Multi-Site is responsible for overseeing and optimizing service operations across multiple locations ensuring consistent delivery of high-quality customer service and operational excellence. This role involves strategic planning, resource allocation, and performance management to meet and exceed service goals while maintaining compliance with company standards and industry regulations. The Service Manager will lead, mentor, and develop site managers and service teams to foster a culture of continuous improvement and customer satisfaction. They will analyze service metrics and customer feedback to identify opportunities for process enhancements and implement best practices across all sites. Ultimately, this position aims to drive operational efficiency, enhance customer loyalty, and contribute to the overall growth and profitability of the organization.

Minimum Qualifications:

• Minimum of 5 years of experience in service management, including at least 2 years managing multiple locations or teams.
• Proven track record of leading and developing teams to achieve operational goals.
• Strong knowledge of service operations, customer service principles, and performance management.
• Excellent communication, organizational, and problem-solving skills.

Preferred Qualifications:

• Experience in the LIHTC properties.
• Familiarity with service management software.

Responsibilities:

• Manage and coordinate service operations across multiple sites to ensure consistent service quality and customer satisfaction.
• Develop and implement standardized service procedures and policies to optimize efficiency and compliance.
• Lead, train, and support the site manager and service team to achieve performance targets and professional development goals
• Handle escalated customer issues and work proactively to resolve service challenges across all locations.
• Manage staffing, and resource allocation to maximize operational effectiveness and control costs.
• Drive continuous improvement initiatives by identifying gaps and implementing innovative solutions across sites.

Skills:

The Service Manager will utilize leadership and interpersonal skills daily to motivate and guide site managers and their teams, fostering a collaborative and high-performance work environment. Analytical skills are essential for interpreting service metrics and customer feedback to drive data-informed decisions and continuous improvement initiatives. Strong organizational and multitasking abilities enable effective management of multiple sites, ensuring resources are allocated efficiently and deadlines are met. Communication skills are critical for liaising with cross-functional teams, resolving escalated issues, and delivering clear reports to senior management. Additionally, proficiency with service management tools and software supports streamlined operations and enhances the ability to monitor and improve service delivery consistently.