Senior Director of Service Operations

Company Description Antler is a professional technical service company specializing in commercial and industrial machinery maintenance, heavy equipment repair, and electromechanical engineering services. The company is committed to providing one-stop, full lifecycle management of machinery assets for manufacturing plants, logistics centers, commercial buildings, and heavy industrial facilities to minimize equipment downtime and ensure efficient and safe production operations.
Role Description The Senior Director of Service Operations at Antler is a full-time remote role responsible for overseeing end-to-end service delivery across the organization. This role leads service operations strategy, designs and optimizes processes, and ensures consistent, high-quality experiences for all customers and internal stakeholders. The Senior Director will manage and mentor service operations teams, set performance objectives, and track key metrics to drive continuous improvement. Day-to-day responsibilities include monitoring service levels, addressing escalations, collaborating with cross-functional teams (such as product, sales, and finance), and implementing tools and frameworks that enhance efficiency and customer satisfaction. The role also involves developing best practices, managing budgets, and supporting change management initiatives to align service operations with Antler’s growth objectives.
Qualifications
Strong Operations Management and Service Delivery skills, with experience designing and scaling service processes across distributed teams.
Demonstrated focus on Customer Service and Customer Satisfaction, including experience managing escalations and improving customer experience metrics.
Advanced Analytical Skills with proven ability to interpret data, build dashboards, and use insights to drive operational decisions and process improvements.
Experience leading senior-level teams, including coaching, performance management, and building an inclusive, high-performing culture.
Excellent communication and stakeholder management skills, with the ability to collaborate across functions and influence strategic decisions.
Proven track record in service operations or related leadership roles within technology, SaaS, or professional services environments.
Comfort working in a remote, global setting, with strong organization and time-management abilities.
Bachelor’s degree in business, operations management, or a related field; advanced degree or relevant certifications (e.g., ITIL, Lean, Six Sigma) are a plus.

Experience
10+ yrs

Work arrangement
Yes