In-house Operations Manager

Description

The In-house Operations Manager provides critical support for end-to-end hardware operations, focusing on strategic development, efficient execution, and ongoing improvement across the organization, and is key in proposing new ideas to refine and optimize existing processes. The manager ensures the delivery of scalable, secure, and cost-effective hardware services while maintaining operational compliance and service excellence.

This role is perfect for a data-driven operations leader who can effectively bridge the gap between tactical execution for a distributed workforce and the company's strategic goals. You'll excel at cross-functional collaboration and be a champion for team development.

Essential Duties

• Responsible for the recruitment, evaluation, professional development, and retention of In-house Operations teams, including hourly team members and leadership
• Assist with monitoring performance metrics and prepare monthly reports for leadership to identify trends and areas of improvement
• Coordinate with Operations Supervisors to develop daily and weekly staffing and cross-training plans to meet SLA and KPI goals
• Implement and maintain oversight of inventory control procedures, ensure accuracy of records, and lead cycle count reconciliation process
• Ability to travel between worksite locations as necessary
  
  
  

Roles & Responsibilities

• Design, implement, and refine the end-to-end lifecycle for all IT hardware—from procurement to deployment, in-house repair, reclamation, and retirement
• Partner with the Director of In-House operations to lead and evolve the organization's IT asset management program to ensure accuracy, accountability, and lifecycle transparency
• Support Information Security and Compliance teams to ensure adherence to device handling, data sanitization, and audit requirements
• Establish and monitor key performance indicators (KPIs), SLAs, and process health metrics across repair and logistics workflows
• Assist with setting clear performance expectations, facilitate continuous training, and develop succession and workforce planning strategies
• Foster a culture of operational ownership, customer service, and process excellence within the team
• Manage vendor relationships for repair depots, secure disposal providers, and IT asset reseller in partnership with Purchasing
• Serve as the point of integration between internal teams for all hardware operations
• Drive improvements to customer onboarding/offboarding processes, device deployment logistics, and remote support readiness
• Provide senior leadership with regular reports on operational efficiency, asset utilization, lifecycle timing, and cost savings opportunities
• Work directly with other leaders in the organization to report on accountability metrics and quality control oversight, managing and auditing return units based on repair quality plan for, and managing repair backlog
• Serve as a trusted representative of the organization—advocating for the highest level of service to our customers
• Attend and participate in quarterly company leadership meetings, collaborating on company initiatives and deliverables
• Perform other duties as assigned by leadership
  
  
  

Qualifications

• 5+ years experience in a management role, with direct supervisory experience
• 2+ years experience in project management including planning and launch
• Preferred experience in IT operations, device lifecycle management or hardware support environment
• Ability to be primarily onsite in an operational or warehouse-like setting
• Committed to staying current on technology, procedures, and training for manufacturers
• Knowledge of Microsoft Excel, Word, or the Google Suite
• Experience analyzing data to drive decisions
• Netsuite or Salesforce experience is strongly preferred
  
  
  

ComputerCare is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Total compensation package may include:

Medical, Dental, Vision options, 401K Employer Matching, Company Paid Life Insurance, HSA, FSA , Employee Assistance Program (EAP), Adoption Assistance, Commuter Benefits, Coursera - Professional Certifications, Vacation Time & Sick Time Accrual, Time off for Community Volunteerism