Director of Service

Director of Service

Location:  Cleveland / Akron OH area

Industry:  Manufacturing / Retail Solutions

About the Opportunity:

We are seeking a  Director of Service  to lead and elevate the service organization of a global manufacturing leader. This position plays a pivotal role in shaping the future of service delivery, driving operational excellence, and ensuring long-term customer satisfaction across multiple product categories.

If you thrive on building world-class service operations, leading complex initiatives, and delivering measurable impact in fast-moving industries -particularly in  retail service environments  -this is a career-defining opportunity.

What You’ll Do:

• Lead the end-to-end service strategy, including preventive and corrective maintenance, warranty management, technical support, and project execution.
• Oversee program management office (PMO) activities, ensuring projects are delivered on time, on scope, and on budget.
• Develop and implement best-in-class customer service strategies, driving customer loyalty and satisfaction.
• Direct competitive bidding processes, collaborating with sales and finance to win service-related programs.
• Implement performance metrics, quality assurance standards, and escalation procedures.
• Partner with cross-functional teams (Sales, Finance, IT, HR, Product Management) to align service execution with broader business goals.
• Drive operational efficiency through continuous improvement in processes, systems, and people.
• Lead, mentor, and grow a high-performing service team of up to 15 reports while managing third-party service providers.
• Ensure budget control, margin improvement, and scalable growth in the service business.

What We’re Looking For:

• Bachelor’s degree in Business or related field (Master’s degree a plus).
• 10+ years of leadership in a world-class service environment - retail service experience strongly preferred .
• Proven success in scaling service organizations, managing multi-site/national teams, and driving revenue growth.
• Strong background in program management, service delivery optimization, and customer experience.
• Expertise in budgeting, cost control, margin improvement, and KPI-driven decision making.
• Experience overseeing field technicians and third-party service providers.
• Skilled in contract negotiation and service-level agreement (SLA) management.
• Collaborative leadership style with the ability to influence cross-functional stakeholders.
• Demonstrated success in driving process improvements and implementing change at scale.

Why Join?

• Strategic leadership opportunity in a global, growing organization.
• Competitive compensation package and comprehensive benefits.
• Career-defining role with the ability to shape the service business for long-term success.
• Opportunity to work with top-tier retail customers and industry innovators.
• Phenomenal company culture.

If you’re a proven leader ready to take service operations to the next level and bring meaningful impact to the retail industry - we’d love to connect.

Apply today and help define the future of service excellence.