Director, Service Operations

Position Overview

The Director of Service Operations is responsible for leading the strategy, execution, and continuous improvement of service delivery operations. This role oversees the operational performance of field service product support technical teams to ensure customer satisfaction, operational efficiency, and scalable growth. The Director will partner cross-functionally with Project Execution, Engineering, People Operations, Finance, and Commercial teams to drive service excellence, optimize resource planning, and support long-term organizational success. This role will report to the Vice President, Customer Success.

Key Responsibilities

• Define and execute the Service Operations strategy aligned with organizational goals.

• Lead, mentor, and develop a high-performing service team, fostering a culture of accountability, collaboration, and continuous improvement.

• Establish KPIs, dashboards, and reporting to measure operational effectiveness and customer satisfaction.

• Oversee day-to-day service operations including field service and product support technical operations.

• Ensure adherence to service quality standards, compliance requirements, and safety protocols.

• Partner with People Operations to ensure appropriate staffing levels and resource allocation.

• Serve as an executive point of contact for service escalations, ensuring timely resolution and proactive communication.

• Drive initiatives to improve uptime, reliability, and overall customer experience and success.

• Build and strengthen long-term customer relationships through service excellence.

• Develop scalable processes for resource planning, training, and deployment.

• Forecast service demand and align hiring strategies to meet growth objectives.

• Optimize cost structure while maintaining high levels of service quality.

• Identify and implement process improvements to increase efficiency and reduce operational risk.

• Leverage data and analytics to drive decision-making and operational transparency.

• Partner with Product and R&D teams to provide field feedback that informs product roadmap and serviceability.
  

Qualifications, Education, and Experience

• Bachelor’s degree in Engineering, Business, or related field.

• 10+ years of experience in Service Operations, Field Service, or related functions, with at least 5 years in a leadership role.

• Proven track record of leading large, geographically dispersed service teams.

• Strong background in resource planning, project management, and process optimization.

• Experience in medical device, healthcare technology, or a similarly regulated industry strongly preferred.

• Exceptional leadership, communication, and stakeholder management skills.

• Ability to thrive in a dynamic, high-growth environment with competing priorities.
  

Key Competencies

• Strategic thinker with strong executional discipline

• Customer-centric mindset with focus on service excellence

• Data-driven decision-making and problem-solving skills

• Ability to build, lead, and inspire high-performing teams

• Strong cross-functional collaboration and influence skills

Physical and Environmental Considerations:

• Must be able to sit/stand for long periods of time.
• Required use of standard office equipment including laptop, phone, copier, etc.
• Typical office environment.
• Must be able to walk safely in the production floor.

The hiring range represents what Mevion Medical Systems, Inc. reasonably expects to pay for this position at the time of posting. The actual salary offered will depend on the selected candidate’s qualifications, experience, skills, and other job-related factors.