Job Description: Manager, Product Operations

Company: Pearce Services
Location: Hyderabad Office
Department: Product Strategy and Operations

About Pearce Services

Pearce Services is a leading nationwide provider of operations, maintenance, and engineering services for mission‑critical infrastructure across the United States. Founded in 1998, Pearce supports telecommunications, renewable energy (wind and solar), EV charging infrastructure, and energy storage sectors. Pearce is known for its strong focus on uptime, reliability, safety, and operational excellence, enabled by advanced analytics, proprietary platforms, and a distributed operations model.

Role Summary

We are looking for an experienced Operations Manager to lead and scale production support operations from the Hyderabad office for Pearce Services. This role will manage multiple operational support functions, ensure SLA adherence, drive process governance, and build a high‑performing team aligned with Pearce Services’ service‑driven culture and business objectives.

The Operations Manager will work closely with U.S.-based stakeholders, internal leadership, supervisors, team leads, and cross‑functional teams to ensure smooth and efficient delivery across operational processes such as Intake, Dispatch, Scheduling, Review & Closeout, Back‑Office Support, Customer Portal Management, Logistics Coordination, and other production support functions critical to field and client operations.

Key Responsibilities

• Manage day‑to‑day operations across assigned service lines and operational support functions.
• Ensure smooth execution of processes with strong focus on SLA adherence, quality, productivity, and staffing coverage.
• Act as a primary point of contact between Hyderabad operations and U.S.‑based business stakeholders.
• Lead supervisors, team leads, and team members across multiple shifts, including 24×7 operations where required.
• Support onboarding, training, cross‑training, and operational alignment of new and existing team members.
• Drive process transitions, stabilization, documentation, and governance for new or expanding business functions.
• Track and report operational performance through daily, weekly, and monthly dashboards covering SLA, quality, productivity, backlog, and risk indicators.
• Identify process gaps, recurring issues, and operational bottlenecks, and implement effective corrective actions.
• Promote continuous improvement, operational efficiencies, automation opportunities, and outcome‑based ownership.
• Ensure compliance with SOPs, escalation protocols, company policies, and Pearce Services’ standards for service excellence.

Required Skills & Experience

• 5–7 years of overall experience, with 3–5 years in operations management or people management roles.
• Experience in shared services, field operations support, dispatch/scheduling, NOC, or customer support operations.
• Strong stakeholder management and professional communication skills.
• Proven ability to manage multi‑shift and/or 24×7 operations.
• Solid understanding of SLA management, quality control, workforce planning, and performance reporting.
• Experience with process transitions, documentation, training, and team stabilization.
• Strong analytical, problem‑solving, and decision‑making capabilities.
• Proficiency in Excel, PowerPoint, Outlook, MS Teams, and reporting tools.
• Experience with Salesforce, Insite, or similar CRM platforms is an advantage.

Behavioural Expectations

The successful candidate will demonstrate strong leadership, accountability, adaptability, and a service‑oriented mindset, consistently promoting operational excellence, collaboration, and reliability in line with Pearce Services’ commitment to customer satisfaction and mission‑critical service delivery.