Manager of Business Transformation | Field Service Operations | Continuous Improvement | Operational Excellence

Location: Greater Columbus, Ohio

Compensation: $105k to $155kish base salary + bonus

About the Opportunity

We are partnering with a fast-growing, global organization to find a Manager of Business Transformation for a highly visible team focused on improving how the business operates across key service-related processes.

This role will have a strong focus on field service operations, including areas such as field service management, technician scheduling, route optimization, work order management, aftermarket services, commissioning, service quality, warranty, preventive maintenance, spare parts, and service-related systems. However, seeking someone that is versatile and can tackle other projects as needed across order to cash, purchase to pay, sales, inventory & operations and new product development.

The team functions much like an internal consulting group. The work is fast-paced, high-impact, and cross-functional. The right person will be someone who can bring structure to ambiguity, think critically, communicate clearly, and help move important transformation initiatives forward in a complex operating environment.

This is an excellent opportunity for someone who enjoys solving business problems, improving workflows, partnering across functions, and helping a growing organization become more scalable, efficient, and effective in how it serves customers after products are installed.

Why This Opportunity Stands Out

High visibility across leadership and cross-functional teams
Opportunity to support transformation within a growing services organization
Broad exposure to business operations, systems, transformation work, customer experience, and process improvement
Chance to impact technician productivity, service quality, customer uptime, and operational scalability
Strong benefits package, including:
Comprehensive medical, dental, vision, life insurance, and more
10 holidays
5 weeks of vacation
401(k) match
Several additional incentives
Compensation: $105k to $155kish base salary + bonus (if interested but you need more to consider, just let me know and I will ask.)

What You’ll Do

Lead business process improvement initiatives across field service, aftermarket service, commissioning, warranty, preventive maintenance, and related service operations
Ability to flex and lead business process improvement initiatives across Opportunity to Cash, Procure to Pay, New Product Development and Introduction, and Sales, Inventory, and Operations Planning based on project needs
This role will likely focus on medium-scale initiatives, so want to make it clear that this is the focus versus large scale transformation
Evaluate current-state processes and identify opportunities to improve efficiency, scalability, customer experience, and execution
Partner with stakeholders across service operations, supply chain, finance, IT, commercial teams, quality, and other functions
Support initiatives tied to field service management, technician scheduling, dispatch, work order flow, route optimization, service appointments, and resource planning
Help improve processes related to first-time fix rate, technician utilization, service quality, response time, and customer communication
Intermediate experience with ERP applications (Oracle preferred), Microsoft Office Suite, ServiceNow (Project Management)
Support systems-related process improvement efforts tied to platforms such as Salesforce Field Service / Field Service Lightning, Oracle Field Service, SAP, ServiceNow FSM, Microsoft Dynamics Field Service, or other enterprise systems
Facilitate current-state reviews, future-state design sessions, process mapping, working sessions, and implementation planning
Develop project timelines, milestone plans, status updates, ownership frameworks, and implementation roadmaps
Identify process gaps, risks, bottlenecks, handoff issues, data challenges, and opportunities for improved execution
Help connect field service data and customer feedback back into quality, engineering, supply chain, and operational improvement efforts
Support systems-related process improvement efforts tied to enterprise platforms such as Oracle or SAP
Communicate effectively with leadership, including concise updates on project objectives, progress, risks, decisions, and business impact
Contribute to adoption, change management, operational excellence, and continuous improvement efforts across the organization
AI and automation opportunity identification
Liaison with Learning & Development for change management and training execution

What We’re Looking For

8 to 10+ years of relevant experience in business process improvement, business transformation, operational excellence, continuous improvement, project management, consulting, service operations, or related work
Exposure to at least two of the five process areas (OTC, PTP, NPDI, SIOP, Services) is ideal
Experience improving processes within a service-oriented environment, ideally involving field service, aftermarket service, customer support, maintenance, repair, commissioning, or warranty operations
Strong understanding of how service organizations operate, including work order flow, technician scheduling, dispatch, resource planning, customer commitments, and operational execution
Ability to thrive in ambiguity and operate with a high degree of independence
Strong critical thinking and problem-solving skills with a practical toolkit of project management and process improvement approaches
Executive presence and strong communication skills, including the ability to deliver clear, succinct updates to senior leaders
Proven ability to work cross-functionally and influence without direct authority
Strong business acumen and sound judgment
Experience in a fast-paced environment where priorities can shift and new business needs can emerge quickly
Bachelor’s degree preferred in business, operations, supply chain, engineering, information systems, finance, accounting, economics, or a related field

Preferred Qualifications

Experience with Salesforce Field Service / Field Service Lightning, Oracle Field Service, SAP Service Management, ServiceNow Field Service Management, Microsoft Dynamics Field Service, or similar platforms
Background in field service operations, aftermarket services, industrial services, equipment services, customer service operations, or service transformation
Experience in manufacturing, engineered products, industrial equipment, data centers, energy, utilities, telecom, HVAC, medical devices, facilities services, or another service-intensive environment
Familiarity with Lean, Six Sigma, Agile, root cause analysis, project leadership, change management, or continuous improvement methods
Experience with route optimization, dispatch optimization, technician productivity, warranty processes, service-to-cash, spare parts, or preventive maintenance programs
Consulting, internal transformation, operational excellence, or continuous improvement background is a plus
MBA or other advanced degree is a plus
Certifications are a plus: PMP, CSM, Lean Six Sigma Black Belt
Interest in artificial intelligence tools and how they can support better service processes is a plus.

Ideal Profile

This role is a strong fit for someone who acts like a business athlete or Swiss Army knife. You can step into an evolving situation, assess what matters, ask smart questions, build a plan, and move work forward without waiting for perfect structure.

You are comfortable working across functions, systems, processes, and stakeholders. You can zoom out to understand the broader business issue, then zoom in enough to identify where the process is breaking down. You are calm under pressure, credible with leaders, practical in your approach, and energized by solving complex operational problems.

Important Application Note - this would be icing on the cake if applicable

For this role, please make sure your resume clearly highlights any relevant experience with field service, aftermarket service, technician scheduling, dispatch, route optimization, work order management, preventive maintenance, maintenance, commissioning, warranty, spare parts, service-to-cash, service quality, or customer service operations.

Experience with systems such as Salesforce Field Service / Field Service Lightning, Oracle Field Service, SAP, ServiceNow FSM, Microsoft Dynamics Field Service, Oracle ERP, SAP ERP, or similar platforms should also be noted.

Interested?

Please apply today for consideration as interviews are currently being conducted.

This position is not eligible for sponsorship. US Citizenship or Green Card is required.

Four Pillars Talent

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