Senior In-House Operations Manager at computercare

ComputerCare has spent more than 20 years building something rare in the IT world: a company where technical excellence and genuine human connection are valued equally. We're the trusted partner that IT leaders turn to when technology can't afford to fail. As a woman-owned business serving innovative companies worldwide, we combine certified technical expertise with a human approach. Whether it's managing complex device lifecycles for global teams or performing authorized repairs for Apple, Lenovo, HP and Dell devices, our work directly impacts how thousands of people stay productive every day. We never outsource our work because we believe in accountability, quality, and building lasting relationships—with our clients and as a team. If you're passionate about technology, take pride in solving real problems, and want to be part of a company that values both technical excellence and the people behind it, ComputerCare is where you belong. Come join us in our mission of being the Human Side of Hardware!  The Senior In-House Operations Manager is a hands-on, high-impact leader who owns the heartbeat of our facility operations across Receiving, Technical Processing, and Shipping. This role drives secure, compliant, and efficient asset flow while delivering on client SLAs, quality standards, safety expectations, and financial goals. You’ll lead capacity planning, performance metrics, and continuous improvement efforts, while developing strong supervisors and turning complex business needs into scalable, repeatable operations alongside cross-functional partners. If you love building teams, solving real operational challenges, and seeing the direct impact of your leadership every day, this role was built for you. What You'll Do: • Own end-to-end facility operations, ensuring Receiving, Technical Processing, and Shipping meet throughput, quality, compliance, and internal SLA targets. • Serve as the primary point of accountability for daily operations, driving clear communication, rapid issue escalation, and resolution of operational challenges. • Lead facility capacity planning by aligning labor, space, equipment, and workflows to forecast volumes, seasonal demand, and growth initiatives. • Establish, document, and enforce SOPs, workflows, and performance standards to ensure consistent execution, asset traceability, and data accuracy. • Develop, coach, and hold Supervisors accountable for forecasting, workforce planning, performance management, and data-driven decision making. • Partner with Human Resources and the Director of In-House Operations to support supervisor performance reviews and talent development. • Drive operational improvement initiatives, including workflow optimization, system adoption, error reduction, and process standardization in partnership with cross-functional teams. • Monitor, analyze, and report on key operational KPIs (e.g., throughput, turnaround time, SLA adherence, rework, labor efficiency), providing actionable insights and improvement plans. • Align operational execution with financial objectives by managing labor efficiency, rework costs, and operational waste to support margin and profitability goals. • Ensure compliance with security, safety, and IT Asset Management standards, including chain of custody, data destruction, audit readiness, and workplace safety. • Support and participate in Quarterly Business Reviews (QBRs), company KPI initiatives, and cross-functional planning forums by providing operational performance insights. • Foster a culture of safety, accountability, continuous improvement, and inclusion while modeling company values and leadership expectations. • Build and maintain strong relationships with customers and vendors to ensure timely, professional issue resolution. • Participate in quarterly leadership meetings and contribute to company-wide initiatives and deliverables. What You'll Bring: • 5+ years of experience in a management role with direct supervisory responsibility. • 4+ years of experience leading projects from planning through execution and launch. • 2+ years of experience in customer-facing or customer support roles. • Demonstrated ability to analyze operational and business data to inform decisions and drive measurable outcomes. • Experience preparing written proposals, reports, or business documentation supported by data and metrics. • Proven ability to collaborate effectively with stakeholders across multiple organizational levels and functions. • Experience operating in fast-paced, complex environments with competing priorities. • Ability to work effectively in ambiguous situations and develop structured plans to move initiatives forward. • Travel up to 20% as business needs require. Nice to Have: • Experience in IT operations, device lifecycle management, hardware support, or a related technical environment. • Experience with enterprise systems such as NetSuite and/or Salesforce. • Exposure to technology-driven or operationally complex environments where procedures, tools, and systems evolve over time. Perks and Benefits: • Comprehensive Medical, Dental, and Vision plans to keep you feeling your best • 401(k) with employer match—because your future matters • Company-paid Life Insurance, plus HSA & FSA options • Employee Assistance Program (EAP) for real support when you need it • Adoption Assistance to help grow your family • Commuter Benefits for an easier ride • Free Coursera Professional Certifications to level up your skills • Generous vacation & sick time, plus paid time off to give back to your community If you get to this point, we hope you're feeling excited about the job you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in ComputerCare’s mission, core values and can contribute to our team in a variety of ways – not just candidates who check all the boxes.  At ComputerCare, we welcome passionate individuals who have the unrestricted right to work in the United States, including natural citizens and Green Card holders. 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.