The Business Operations Manager is responsible for leading day-to-day operational and administrative functions while driving customer satisfaction, operational efficiency, and continual improvement across assigned business units. This role partners closely with Operations, Sales, Customer Support, and Leadership teams to ensure consistent execution, strong customer retention, and alignment with company goals and core values.
The Business Operations Manager plays a key role in supporting customer growth, improving internal processes, developing employees, and ensuring operational excellence across administrative, customer support, and business operations activities.
Key Responsibilities
Operations & Business Management
- Lead and support business operations teams by setting clear expectations, driving accountability, and promoting JM Test Systems’ core values.
- Plan, organize, and oversee operational and administrative activities to support company objectives and customer satisfaction.
- Monitor workflows, operational performance, and service execution to ensure work is completed accurately, efficiently, and on time.
- Support implementation of operational process improvements, policy updates, and organizational initiatives.
- Partner cross-functionally with Operations, Sales, Calibration, ESL, Onsite, and Customer Support teams to improve communication and execution.
- Oversee administrative support functions including office operations, records management, purchasing coordination, and facility-related support activities.
- Monitor operational expenses, supplies, and support-related budgets while identifying opportunities for efficiency improvements.
- Analyze operational and customer performance metrics to support business decisions and continuous improvement efforts.
Customer Relations & Retention
- Oversee quote and customer support activity across multiple service lines including Calibration, ESL Testing, Onsite Services, and Sales Support.
- Ensure customer requests, quotations, and follow-up activities are monitored through completion to support customer retention and growth.
- Assist in identifying new business opportunities and supporting strategic growth initiatives within target industries and customer accounts.
- Utilize customer feedback, retention data, and service metrics to identify trends and improve customer experience.
- Support resolution of customer concerns by partnering with internal teams to drive timely communication and issue resolution.
- Prepare and present operational and customer activity updates during leadership and operational meetings.
Leadership & Team Development
- Supervise, coach, and develop administrative and operational support employees.
- Assist with hiring, onboarding, training, scheduling, and performance management activities.
- Promote a positive, team-oriented culture focused on accountability, responsiveness, and continual improvement.
- Provide ongoing feedback, support employee development, and help identify growth opportunities within the organization.
- Ensure employees follow company policies, procedures, and safety expectations.
Administrative & Operational Support
- Support office operations including documentation, reporting, scheduling, procurement coordination, and work order processing.
- Maintain organized work environments and ensure operational resources and supplies are available as needed.
- Coordinate with external vendors and business partners as required.
- Assist with additional operational, administrative, or customer support duties as assigned.
Qualifications
- High school diploma or GED required; associate’s or bachelor’s degree in Business, Operations, Management, or related field preferred.
- 3+ years of leadership, supervisory, or operations management experience preferred.
- Experience in customer service, business operations, industrial services, or technical service environments preferred.
- Strong organizational, problem-solving, and decision-making skills.
- Excellent communication and interpersonal skills with the ability to collaborate across departments.
- Ability to prioritize tasks, manage multiple responsibilities, and adapt in a fast-paced environment.
- Proficiency in Microsoft Office Suite (Outlook, Excel, Word, Teams).
- Experience with ERP, CRM, or operational systems preferred (CalMapp, Sage, Bowler, RDB, or similar systems).
- Experience within calibration, technical service, industrial, or field service industries is a plus.
- Commitment to safety, quality, customer service, and continuous improvement.
Benefits
JM Test Systems offers a competitive benefits package designed to support our employees and their families, including:
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Paid Time Off and Paid Holidays
- Life Insurance and Disability Coverage
- Voluntary Supplemental Benefits
- Employee Assistance Program (EAP)
- Opportunities for Career Growth and Internal Advancement
Benefits eligibility and offerings are subject to plan terms and company policy.
