Service Operations Manager at Bevi
New York City, NY, US


Bevi is a Series C startup that has raised over $60 million to bring customizable, healthy hydration to offices and facilities across the US and Canada. Founded in 2013, our co-founders set out to out-design bottled water. Within five years time, Bevi has saved the waste generated by over 50 million plastic bottles and seen revenue grow by 10x over the past 2 years! With offices now in Boston, New York, and San Francisco, we continue to grow our healthy flavor offerings and constantly strive to bring the next level of customization to the Bevi hydration experience.

We are looking for a Service Operations Manager to manage Bevi’s operations in the New York City area, based out of our office in SoHo. Reporting to the Director of Service Operations, our Service Manager will oversee a team of Field Service Engineers. The successful candidate will thrive in a fast-paced environment, have a laser eye for detail, and be committed to providing best-in-class service to Bevi’s customers as we grow our customer base in the New York area and beyond.

What you will do:

  • Lead the Field Service team to complete field service activities in New York City
  • Manage the new customer installation process post-sales by coordinating the site inspection, completing all necessary install documentation (Certificates of Insurance, Work Permits, etc), overseeing any external contractor work, and ensuring the install takes place according to the customer’s expectations
  • Collaborate cross functionally to ensure effective support for sales and marketing teams
  • Provide training and coaching to team members on servicing machines, completing machine design change updates, troubleshooting software and hardware, and good practices when communicating with customers
  • Lead root-cause troubleshooting efforts to resolve machine issues quickly and to customer expectations
  • Develop new processes and Standard Operating Procedures to improve field service efficiency
  • Gather and share customer and service feedback with the product team, improving future versions and iterations of our product
  • Own Key Performance Indicator (KPI) targets including machine uptime, customer service, unplanned service rate, and monthly machine visits
  • Manage the consumable and spare part inventory for the local market and maintaining systems to track receipts and picks of material
  • Develop a full understanding of the job descriptions for each team member and Standard Operating Procedures and be prepared to “fill-in” for any position as needed

How you will grow:

  • Engage with a fast-growing nationwide start-up that sits at the nexus of hardware/ software and B2B/B2C, capitalize on changing trends in the beverage industry, and be on the vanguard of IoT products
  • Coach and mentor a talented service and operations team drawn from diverse sectors and learn from best-in-class leadership
  • Deploy your energy and expertise to further the company's mission of sustainability, wellness, and positive personal and environmental change

REQUIREMENTS

  • 5+ years experience in operations/operations management, field service, project management, or customer service
  • 2+ years leadership experience in building and leading a team
  • Demonstrated process improvement experience, strong analytical, communication and time management skills
  • Savvy with management information tools including ticket tracking, excel, ERP, business intelligence and KPI reporting.
  • Proven track record for providing high levels of customer service with strong ownership
  • A passion for our mission and our product
  • Experience in Start-Up and high growth company
  • Comfortable working with customers and being the face of Bevi customer service
  • Proven track record for being hands-on when necessary
  • An active license to drive a vehicle in the local market serviced
  • Comfort using modern digital tools for communication and employee management
  • Flexibility to work varying work schedules and weekends, 365 days of year

BENEFITS

  • Competitive compensation package, inclusive of generous equity options for employees at all levels
  • Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield and MetLife, 95% paid by employer
  • Fully employer paid disability and life insurances
  • Wellness and fitness reimbursements
  • 401(k) and personal finance education
  • 15 days vacation and 9 paid holidays, plus additional paid days for sick leave, bereavement, etc.
  • Paid parental leave for both primary and secondary caregivers (mothers and fathers)
  • Monthly stipends for cell phone use and commuting costs
  • Generous employee referral program
  • Fully stocked kitchen and Bevis on tap - and composting and terracycling, too