National Service Network – Senior Project Manager
Summary: The National Service Network – Senior Project Manager is responsible for leading the day-to-day operations, performance, and continuous improvement of the company’s National Service Network supporting amusement equipment throughout the United States. This position drives consistency and operational excellence across the service network by establishing standardized processes, developing performance metrics and reporting, coordinating cross-functional service activities, and ensuring accountability across the organization. The National Service Network – Senior Project Manager partners closely with Sales, Customer Service, Distribution, Parts, and Technical Services to support seamless service delivery and an exceptional customer experience. This role reports to the Director of Technical Services and provides regular performance updates, operational insights, and strategic recommendations regarding the National Service Network.
Essential Duties and Responsibilities:
- Lead day-to-day operations of the National Service Network, ensuring consistent and efficient execution of service activities.
- Develop, implement, and maintain Standard Operating Procedures (SOPs), best practices, and standardized service workflows across the organization.
- Identify service gaps, operational challenges, and opportunities to improve response times, resolution times, efficiency, and overall customer experience.
- Partner with Sales, Customer Service, Distribution, Parts, and Technical Services to support seamless service delivery and resolve cross-functional service challenges.
- Develop and maintain KPIs and executive dashboards to measure response time, resolution time, first-time fix rate, customer satisfaction, SLA compliance, and technician productivity.
- Analyze service performance data and trends to identify areas for improvement and drive operational decision-making.
- Own the cadence, agenda, facilitation, and follow-up actions for weekly technician meetings.
- Partner with technicians and Technical Services leadership to address operational challenges and promote adherence to established service standards and processes.
- Lead National Service Network projects and initiatives focused on improving service quality, efficiency, scalability, and customer satisfaction.
- Support the implementation of new service systems, processes, tools, and operational improvements.
- Provide regular performance updates, operational insights, and strategic recommendations to the Director of Technical Services.
- Perform additional responsibilities as assigned.
Qualifications:
- Bachelor’s degree in Business Administration, Operations, Project Management, or a related field preferred.
- 5+ years of experience in project management, service operations, field service, technical operations, or a related environment preferred.
- Demonstrated experience developing and improving operational processes, workflows, and SOPs.
- Experience developing, tracking, and reporting on KPIs and operational performance metrics.
- Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations.
- Strong project management and organizational skills with the ability to manage multiple priorities and cross-functional initiatives.
- Excellent written, verbal, and presentation skills.
- Strong leadership and ability to collaborate effectively across departments and organizational levels.
- Experience with Salesforce or another CRM/service management platform preferred.
- Experience within amusement equipment, field service, technical service, distribution, or a similar operational environment is a plus.
Compensation and Benefits:
- Competitive salary; commensurate with experience.
- Casual work environment.
- Paid Holiday, Vacation and Sick.
- Medical, Dental, Vision, FSA, 401(k) with match, and numerous other benefit options available.
Equal Employment Opportunity Statement
H. Betti Industries, Inc, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
