Service Excellence Manager Jobs
Service Excellence Manager jobs are open across healthcare, financial services, retail, hospitality, and telecommunications, at levels from team lead to senior director, with specializations in customer journey design, quality assurance, and service operations. Scan the live roles below and apply to whichever ones fit.
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Showing 5 of 21+ Service Excellence Manager jobs
About INNIO Group
INNIO Group is a global distributed energy solutions provider that delivers reliable, flexible, transient, decentralized, modular, and efficient power. With a track record of innovation, INNIO designs, manufactures, and services high-performance power systems under its Jenbacher and Waukesha brands. The company delivers power for applications including data centers, microgrids, grid stabilization, industrial energy, and gas compression. INNIO employs over 5,000 people worldwide and is committed to moving energy forward.
Role Summary
As the Lead Service Business Improvement Manager, you will help shape the future operating model of Waukesha Services by leading strategic improvement initiatives across processes, systems, governance, and performance management. You will partner across the service organization, including RPS/Waukesha, to build scalable processes, tools, and operating routines that support safe, reliable, customer-focused, and profitable service execution. This hands-on transformation role combines continuous improvement, project management, and business analysis to turn complex business priorities into structured initiatives and measurable operational improvements.
Service ramp-up and transformation delivery
- Drive and coordinate key initiatives required to scale the RPS / Waukesha Service organization in line with expected fleet and asset growth.
- Support the design and implementation of the future-ready Service operating model, including roles, responsibilities, governance, handovers, and execution routines.
- Translate business priorities into structured workstreams, implementation plans, milestones, and measurable outcomes.
- Lead selected cross-functional projects from problem definition through implementation and stabilization.
- Identify process gaps, inefficiencies, bottlenecks, and organizational pain points across the Service value chain.
- Design and implement practical improvements in service processes, systems usage, tools, workflows, and organizational interfaces.
- Facilitate workshops, problem-solving sessions, and alignment meetings to define target-state processes and drive adoption.
- Ensure improvements are not only designed, but embedded into daily operations through clear ownership, standards, and follow-up.
- Provide PMO support for strategic and operational service initiatives, including planning, milestone tracking, RAID management, decision preparation, and status reporting.
- Structure complex cross-functional topics into manageable workstreams with clear deliverables, timelines, and accountability.
- Prepare governance materials for leadership reviews and SteerCos, ensuring transparency on progress, risks, decisions, and resource needs.
- Support prioritization across initiatives to focus the organization on the highest-value topics.
- Develop and maintain meaningful KPI views and performance transparency for ramp-up readiness and Service execution.
- Analyze operational and business performance to identify trends, risks, root causes, and improvement opportunities.
- Translate data and observations into actionable recommendations for leaders and cross-functional teams.
- Support the definition of KPI logic, ownership, review routines, and performance follow-up mechanisms.
- Help shift discussions from status reporting to fact-based decision-making and action.
- Bachelor’s degree in Engineering, Business, Operations, Industrial Management, or a related field, or equivalent relevant experience.
- Demonstrated experience in project or program management, continuous improvement, operational excellence, PMO, business analysis, or business transformation.
- Demonstrated ability to assess and structure complex topics, lead cross-functional initiatives, and deliver measurable results.
- Experience improving and implementing processes, systems, tools, or operating routines within a matrix organization.
- Strong stakeholder management and communication skills, with the ability to effectively engage with customers and stakeholders across all levels of the organization, from field operations through senior leadership.
- Experience preparing management updates, steering committee materials, business recommendations, and decision proposals.
- Ability to analyze operational data, define meaningful KPIs, and translate findings into clear and actionable recommendations.
- Ability and willingness to travel up to 30% domestically, with international travel as needed. Must be able to independently travel to and between work locations using reliable transportation, including rental vehicles when required.
- Ability to safely navigate operational and customer sites as needed to observe service activities, workflows, and processes, which may require periods of walking and standing.
- Ability to work across office, production, and field environments and comply with applicable site safety requirements, including wearing required personal protective equipment (PPE), with or without reasonable accommodation.
- Location: This position is located in Waller,TX; employees are expected to work onsite and travel between locations as business needs require, with the autonomy to manage their schedules based on job responsibilities and operational needs.
- Experience in industrial services, manufacturing, energy, aftermarket, field service, operations, or management consulting.
- Master’s degree in Engineering, Business, Operations, Industrial Management, or a related discipline.
- Lean, Six Sigma, or other structured problem-solving and continuous-improvement experience.
- Understanding of service operations, field-service environments, business ramp-ups, and cross-functional execution.
- Experience with KPI frameworks, dashboards, performance reviews, and governance routines.
- Knowledge of service-management systems, ERP platforms, CRM applications, or digital service tools.
- Ability to work effectively in an evolving environment and create structure where processes or ownership are not yet fully established.
- Knowledge of the INNIO, Waukesha, or Jenbacher Service business.
- Additional language skills, particularly German or Spanish, are desired.
Compensation Range: $100,480.00 - $150,720.00 (Varies depending on relevancy of experience, technical certifications, and other job-related criteria.)
- Medical, dental, and vision benefits
- Life insurance and long-term disability coverage
- Flexible Spending and Health Savings Accounts
- Paid time off and 14 paid holidays
- 401(k) retirement savings program
INNIO uses artificial intelligence to help assess applications for this position. This includes an AI-supported tool that compares résumé information against the job description, and, to the extent applicable for this role, AI-scored skills assessments provided by a third-party assessment vendor. The outputs of these tools inform the review of applications by our recruiters, but hiring decisions are made by INNIO’s recruiters and hiring managers. For more information, please see our Job Applicant Privacy Notice and Pre-Use Notice.
INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
About INNIO Group
INNIO Group is a global distributed energy solutions provider that delivers reliable, flexible, transient, decentralized, modular, and efficient power. With a track record of innovation, INNIO designs, manufactures, and services high-performance power systems under its Jenbacher and Waukesha brands. The company delivers power for applications including data centers, microgrids, grid stabilization, industrial energy, and gas compression. INNIO employs over 5,000 people worldwide and is committed to moving energy forward.
Role Summary
As the Lead Service Business Improvement Manager, you will help shape the future operating model of Waukesha Services by leading strategic improvement initiatives across processes, systems, governance, and performance management. You will partner across the service organization, including RPS/Waukesha, to build scalable processes, tools, and operating routines that support safe, reliable, customer-focused, and profitable service execution. This hands-on transformation role combines continuous improvement, project management, and business analysis to turn complex business priorities into structured initiatives and measurable operational improvements.
Service ramp-up and transformation delivery
- Drive and coordinate key initiatives required to scale the RPS / Waukesha Service organization in line with expected fleet and asset growth.
- Support the design and implementation of the future-ready Service operating model, including roles, responsibilities, governance, handovers, and execution routines.
- Translate business priorities into structured workstreams, implementation plans, milestones, and measurable outcomes.
- Lead selected cross-functional projects from problem definition through implementation and stabilization.
- Identify process gaps, inefficiencies, bottlenecks, and organizational pain points across the Service value chain.
- Design and implement practical improvements in service processes, systems usage, tools, workflows, and organizational interfaces.
- Facilitate workshops, problem-solving sessions, and alignment meetings to define target-state processes and drive adoption.
- Ensure improvements are not only designed, but embedded into daily operations through clear ownership, standards, and follow-up.
- Provide PMO support for strategic and operational service initiatives, including planning, milestone tracking, RAID management, decision preparation, and status reporting.
- Structure complex cross-functional topics into manageable workstreams with clear deliverables, timelines, and accountability.
- Prepare governance materials for leadership reviews and SteerCos, ensuring transparency on progress, risks, decisions, and resource needs.
- Support prioritization across initiatives to focus the organization on the highest-value topics.
- Develop and maintain meaningful KPI views and performance transparency for ramp-up readiness and Service execution.
- Analyze operational and business performance to identify trends, risks, root causes, and improvement opportunities.
- Translate data and observations into actionable recommendations for leaders and cross-functional teams.
- Support the definition of KPI logic, ownership, review routines, and performance follow-up mechanisms.
- Help shift discussions from status reporting to fact-based decision-making and action.
- Bachelor’s degree in Engineering, Business, Operations, Industrial Management, or a related field, or equivalent relevant experience.
- Demonstrated experience in project or program management, continuous improvement, operational excellence, PMO, business analysis, or business transformation.
- Demonstrated ability to assess and structure complex topics, lead cross-functional initiatives, and deliver measurable results.
- Experience improving and implementing processes, systems, tools, or operating routines within a matrix organization.
- Strong stakeholder management and communication skills, with the ability to effectively engage with customers and stakeholders across all levels of the organization, from field operations through senior leadership.
- Experience preparing management updates, steering committee materials, business recommendations, and decision proposals.
- Ability to analyze operational data, define meaningful KPIs, and translate findings into clear and actionable recommendations.
- Ability and willingness to travel up to 30% domestically, with international travel as needed. Must be able to independently travel to and between work locations using reliable transportation, including rental vehicles when required.
- Ability to safely navigate operational and customer sites as needed to observe service activities, workflows, and processes, which may require periods of walking and standing.
- Ability to work across office, production, and field environments and comply with applicable site safety requirements, including wearing required personal protective equipment (PPE), with or without reasonable accommodation.
- Location: This position is located in Waller,TX; employees are expected to work onsite and travel between locations as business needs require, with the autonomy to manage their schedules based on job responsibilities and operational needs.
- Experience in industrial services, manufacturing, energy, aftermarket, field service, operations, or management consulting.
- Master’s degree in Engineering, Business, Operations, Industrial Management, or a related discipline.
- Lean, Six Sigma, or other structured problem-solving and continuous-improvement experience.
- Understanding of service operations, field-service environments, business ramp-ups, and cross-functional execution.
- Experience with KPI frameworks, dashboards, performance reviews, and governance routines.
- Knowledge of service-management systems, ERP platforms, CRM applications, or digital service tools.
- Ability to work effectively in an evolving environment and create structure where processes or ownership are not yet fully established.
- Knowledge of the INNIO, Waukesha, or Jenbacher Service business.
- Additional language skills, particularly German or Spanish, are desired.
Compensation Range: $100,480.00 - $150,720.00 (Varies depending on relevancy of experience, technical certifications, and other job-related criteria.)
- Medical, dental, and vision benefits
- Life insurance and long-term disability coverage
- Flexible Spending and Health Savings Accounts
- Paid time off and 14 paid holidays
- 401(k) retirement savings program
INNIO uses artificial intelligence to help assess applications for this position. This includes an AI-supported tool that compares résumé information against the job description, and, to the extent applicable for this role, AI-scored skills assessments provided by a third-party assessment vendor. The outputs of these tools inform the review of applications by our recruiters, but hiring decisions are made by INNIO’s recruiters and hiring managers. For more information, please see our Job Applicant Privacy Notice and Pre-Use Notice.
INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Service Excellence Manager Jobs by Experience Level
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Find JobsService Excellence Manager Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
- Healthcare & Medical Services
What Employers Look For
The qualifications that appear most often in service excellence manager jobs.
- 3 to 7 years of experience in customer experience, service operations, or quality management
- Demonstrated ability to design and implement service standards, frameworks, or playbooks
- Proficiency with customer satisfaction measurement tools and voice-of-customer programs
- Experience leading cross-functional initiatives involving operations, training, and frontline teams
- Lean Six Sigma, COPC, or comparable process improvement certification preferred
- Bachelor's degree in business administration, operations management, or a related field
Tips for Your Service Excellence Manager Job Search
Quantify service improvements on your resume
Hiring managers for this role want to see outcomes, not duties. Replace vague bullets with metrics: customer satisfaction score lifts, complaint resolution rate changes, or first-contact resolution improvements you drove directly. Numbers specific to service performance stand out immediately.
Tailor your resume to each sector
A service excellence manager resume that works for a hospital system will not land the same way at a telecom or a bank. Swap in the customer-facing terminology each sector uses, whether that's patient experience, member services, or account management, before you apply.
Apply early to roles that fit
Migrate Mate lists service excellence manager openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target postings that name your methodology
If your background is in Lean Six Sigma, Net Promoter System, or journey mapping, search for those exact terms in job descriptions. Applying to roles that already name your method means you enter the conversation with built-in relevance, not just a title match.
Prepare a service recovery story for interviews
Almost every panel for this role includes a behavioral question about a service failure you owned and fixed. Prepare a concrete example with a clear problem, your specific actions, and a measurable result. Vague answers about team efforts rarely move candidates forward.
Negotiate scope before you negotiate salary
Service excellence roles vary wildly in authority. Before the final offer stage, clarify whether you own budget, can hire and fire, and have direct influence over product or operations. Scope mismatches are the most common reason these hires leave within a year.
Service Excellence Manager Jobs: Frequently Asked Questions
Which companies are hiring the most service excellence managers?
The most active employers for service excellence managers right now are TikTok, budderfly, and Gilbane, and the most openings are in Washington, Texas, and New Jersey, based on current listings on Migrate Mate as of November 2026. Healthcare systems, large insurers, and national retailers tend to post the most volume at any given time.
How many service excellence manager jobs are remote?
About 33% of service excellence manager openings are fully remote or hybrid as of November 2026, reflecting the role's mix of strategic and frontline responsibilities. Sub-areas focused on data analysis, journey mapping, and program design tend to be the most remote-friendly, while roles that involve direct coaching of service teams typically require on-site presence.
How do you become a service excellence manager?
Start by building direct experience in a customer-facing or service operations role where you can own measurable outcomes like resolution rates or satisfaction scores. Move into a team lead or service quality analyst position to gain cross-functional exposure. Pursue a process improvement certification such as Lean Six Sigma to formalize your methodology. Build a portfolio of service initiatives you designed or improved, then apply to manager-level roles where those outcomes translate directly.
Can you get hired as a service excellence manager without direct experience?
It is possible if you can demonstrate adjacent experience that maps to the core responsibilities. Candidates from customer success, training and development, or operations coordination often make the transition by emphasizing service design projects, quality review work, or cross-team initiatives they led informally. Framing your resume around outcomes rather than titles, and targeting smaller organizations or newly created roles, improves your chances considerably.
What does the service excellence manager interview process look like?
Most processes run three to four rounds. An initial recruiter screen is followed by a hiring manager conversation focused on your service philosophy and past outcomes. A panel interview with operations, HR, or product stakeholders typically follows, often including a case study or presentation on how you would approach a service gap. Final rounds may include a conversation with a VP or Chief Experience Officer, particularly at larger organizations.
Where can I find and apply to service excellence manager jobs?
You can find and apply to service excellence manager jobs on Migrate Mate, which lists current openings from across the United States. Search for roles that match your industry background and seniority level, then apply directly to each listing that fits your experience and goals.
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