Field Service Operation Manager

LifeStation is an innovative direct-to-consumer technology company. Our products and services transform the lives of seniors by allowing them to live safe and independent lives. LifeStation is one of the largest providers of medical alert and telehealth services to customers across the United States. 

*Must be based out in Illinois*
 

About the Role 

Do you have experience scheduling and managing field service technicians—like in telecom, cable, or broadband—and want to apply those skills in a growing healthcare technology company? We’re looking for a Field Service Operations Manager to join our Government Services team and oversee the coordination of in-home medical alert device installations. In this role, you’ll work closely with third-party technicians, internal teams, and customers to ensure smooth, timely, and high-quality installations. If you’ve ever been a dispatcher, service coordinator, or field operations specialist managing residential tech visits, this role is for you.

Team & Vendor Leadership 

• Lead a team of coordinators and external technicians responsible for device installations nationwide. 
• Develop and oversee territory-specific staffing strategies to meet service demand and SLAs. 
• Coach, train, and hold internal staff and vendor partners accountable to performance standards. 
• Oversee the hiring, onboarding, and quality oversight of new field technicians or vendor partners. 

Field Operations Management 

• Monitor job queues, scheduling adherence, and completion metrics daily to ensure installations are completed on time. 
• Serve as the escalation point for complex day-of-install issues, customer escalations, or partner-related challenges. 
• Collaborate across internal teams (Logistics, Customer Support, Salesforce Admins) to optimize workflows. 
• Complete installations in areas where we do not have adequate installer coverage to ensure timely service to our members in need. 

Performance, Metrics & Reporting 

• Own reporting for field operations performance, including technician utilization, territory-level SLA adherence, inventory shortages, and installation success rates. 
• Present insights monthly to leadership on territory health, trends, and areas for improvement. 
• Develop and execute plans to drive improvements in customer experience and technician satisfaction. 

Process Improvement & Compliance 

• Create and refine SOPs to support consistent technician experience, compliance with agency requirements, and rapid scaling. 
• Implement new tools or workflows that streamline technician dispatch, communication, and reporting. 
• Ensure field operations meet state and agency regulations, audit requirements, and internal compliance standards. 

Customer & Stakeholder Engagement 

• Act as the operations liaison to sales, care managers, and agency contacts to align on install expectations and timelines. 
• Partner with Salesforce and IT teams to improve visibility and usability of field data for internal teams and partners. 

What You Bring 

• 5+ years of experience in field service operations, dispatch/scheduling, vendor management, or logistics (ideally in telecom, home services, or healthcare). 
• 2+ years of people management experience with demonstrated success leading teams or vendors to KPIs. 
• Strong understanding of SLAs, field workforce dynamics, and customer scheduling logistics. 
• Excellent communication and relationship-building skills across internal teams and external vendors. 
• Proven ability to interpret data, manage dashboards, and act on trends in technician or customer performance. 
• Experience with CRM tools (Salesforce preferred) and workforce management software. 
• Highly organized, tech-savvy, and a strong process thinker. 
• Bachelor’s degree required; operations, logistics, or business-related field preferred. 

 What You Bring 

• 5+ years of experience in field service operations, dispatch/scheduling, vendor management, or logistics (ideally in telecom, home services, or healthcare). 
• 2+ years of people management experience with demonstrated success leading teams or vendors to KPIs. 
• Strong understanding of SLAs, field workforce dynamics, and customer scheduling logistics. 
• Excellent communication and relationship-building skills across internal teams and external vendors. 
• Proven ability to interpret data, manage dashboards, and act on trends in technician or customer performance. 
• Experience with CRM tools (Salesforce preferred) and workforce management software. 
• Highly organized, tech-savvy, and a strong process thinker. 
• Bachelor’s degree required; operations, logistics, or business-related field preferred. 

Why Join Us? You’ll be part of a mission-driven organization that helps seniors and vulnerable populations stay safe and independent at home. Your work directly impacts the lives of real people, every day. You’ll also join a collaborative team that values process improvement, quality service, and getting things done. What's In It for You? From the moment you walk into our beautiful offices, you get the right entrepreneurial vibe with all the excitement and benefits you’d expect. However, LifeStation is serious about fostering a healthy work/life balance and time spent with the team will confirm that. Most importantly you will have the chance to surround yourself with some of the best and brightest people around, working together to help ensure the safety and security of people across the United States. 

• Top pay (salary depending on experience; submit your expectations with your application) and excellent comprehensive benefits package. 
• Chance to grow by working with an extremely experienced and talented team. 
• Entrepreneurial work environment with the freedom to get things done. 
• Make a true impact on our company and products with high-visibility and possibilities for career growth. 
• Excellent location close to highways and public transportation 

Benefits and Perks 

• Excellent Comprehensive Insurance Coverage 
• 401(k) Retirement Savings Plan & Employer Match 
• Gym/Fitness Program Reimbursement 
• Access to Corporate Discounts 
• Company outings, catered lunches, team building events and much more. 
• Company Paid Life Insurance 
• And much more… 

LifeStation is proud to be an Equal Opportunity Employer. LifeStation provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.