Senior Manager - Service Delivery Excellence

Description

Fair Labor Standards Act (FLSA): (Exempt/Non-Exempt): Exempt

PurgeRite, the leader in high-quality mechanical flushing services, is seeking an experienced and field-credible Sr. Manager of Service Delivery Excellence. We serve commercial mechanical contractors of all sizes across the U.S., with end-user clients that include many top Fortune 100 companies. Projects include data centers, semiconductor and EV battery manufacturers, universities, health care facilities, and district energy systems. We are a first-mover company seeking an individual who works with a sense of urgency, brings structure to ill-defined problems, and holds the standard without exception. Our team has an entrepreneurial spirit and is results-driven.

Position Overview:

PurgeRite is a service business committed to delivering customer commitments every time, on every job. This is a new role charged with building PurgeRite's quality function and then running it. The Sr. Manager of Service Delivery Excellence will establish proactive quality assurance processes, hire and lead a dedicated QA field team, set and own the quality KPIs, and drive root-cause investigation and remediation of customer quality failures and supplier issues. This role is the voice of customer outcomes inside PurgeRite: it owns complaint and escalation handling, customer satisfaction measurement, and the prioritization of activities to continuously raise the standard of service delivery.

This position is a peer to the Sr. Manager of Technical Support. Technical Support owns investigating the root causes of issues identified from support calls trends. Service Delivery Excellence owns root cause for customer quality failures and supplier or material issues. Where a Technical Support investigation identifies a quality issue, it hands off issue resolution to this role.

Key Responsibilities:

Build the Quality Function: Define the charter, quality policy, and operating model for Service Delivery Excellence. Translate customer commitments (scope, specification, schedule, documentation) into measurable delivery standards the field can be held to.

o Proactive Quality Assurance: Design and implement preventive QA processes: pre-job readiness checks, in-process hold points, verification of flush and water quality results against specification, and job closeout criteria. Build quality into the work, not relying on inspection after the fact.

o Inspection Program: Develop inspection standards, checklists, sampling plans, and scoring. Schedule and direct job-site inspections across the national footprint, prioritized by project risk, customer, and crew history. Publish findings to Field Operations with clear corrective actions and due dates.

o Staffing & Development: Recruit, hire, train, and lead a dedicated field QA team drawn from strong field backgrounds. Build a certification path in partnership with PurgeRite Academy. Set clear performance expectations and coach the team to them.

Customer Quality Failures: Own the end-to-end response to any quality failure that reaches the customer: missed commitments, specification misses, rework, documentation errors, spills, and site conduct issues. Contain the issue, communicate with the customer through the Project Manager with urgency and composure, and see remediation through to the customer's acceptance.

o Complaint & Escalation Handling: Establish the intake, triage, and response process for customer complaints and escalations. Set response and resolution service levels. Ensure every complaint is acknowledged, investigated, closed with the customer, and logged for trend analysis.

o Customer Satisfaction Measurement: Implement post-job surveys and account scorecards. Track satisfaction by customer, site type, and crew. Convert feedback into prioritized improvement actions and report results to leadership and Sales Operations.

Root-Cause Investigation & Remediation: Lead structured root-cause investigations (5 Whys, fishbone, 8D, fault-tree) on customer quality failures and supplier issues. Separate symptoms from causes and document findings with evidence from inspection data, job records, lab results, and supplier history.

o Supplier Quality: Own quality of purchased materials and consumables (pumps, hoses, fittings, filters, instrumentation). Define incoming inspection and acceptance criteria with Procurement, run supplier corrective-action requests, and drive suppliers to resolve defects at the source.

o Corrective & Preventive Action: Maintain the CAPA system. Drive permanent fixes through the owning departments (Field Operations, Engineering, Procurement, Fleet & Asset Management, Training). Track actions to closure and verify effectiveness in the field before closing.

o Technical Support Handoffs: Receive root-cause findings from Technical Support that point to a quality or supplier cause and take ownership of remediation. Share inspection findings and complaint trends with Technical Support so recurring field difficulties are addressed from both sides.

Quality KPIs & Performance Tracking: Establish, track, and report the quality KPIs for the business such as On-Time In-Full Delivery of Customer Commitments, First-Time Quality (jobs with zero nonconformanc), Inspection Pass Rate and Average Score, Customer Complaints per 100 Jobs, Escalation Response and Closure Time, Customer Satisfaction Score, Supplier Defect Rate, and CAPA Closure and Effectiveness Rate. Present monthly to operations leadership with a prioritized action list and actionable trade-offs.

o Continuous Improvement: Rank improvement opportunities by customer impact, frequency, cost, and risk. Sponsor and collaborate on quality improvement projects, document SOP changes, and partner with Training and PurgeRite Academy to push revised standards into technician onboarding and field leadership training curriculum.

Cross-Functional Collaboration: Develop strong working relationships across Field Operations, Project Management, Technical Support, Engineering, Procurement, Safety, Training, and Sales Operations. Promote alignment persuasively without direct authority. Strong written and verbal communication skills are essential.

Requirements

Quality Leadership Experience: Proven track record building or leading a quality assurance function in a field services, mechanical contracting, industrial services, or construction environment, including inspection programs, CAPA, and supplier quality.

Technical Credibility: Working knowledge of hydronic mechanical piping systems and the flushing, purging, filtration, and water-chemistry work performed on them. Able to read specifications and judge whether a job met them.

Root-Cause Discipline: Demonstrated command of formal root-cause and corrective-action methods (5 Whys, fishbone, 8D, FMEA) and the discipline to verify effectiveness before declaring an issue closed.

Customer Orientation: Experience owning customer complaints and escalations directly, with the composure to deliver difficult news and the follow-through to restore confidence.

Data & KPI Ownership: Ability to define metrics, build reliable reporting, and turn quality data into prioritized, executive-ready recommendations.

Leadership: Experience hiring, developing, and leading a distributed team.

Urgency & Execution: High-level dedication to operational excellence and customer experience, acting with urgency on customer-facing issues while maintaining composure under pressure.

Preferred Qualifications:

Education: Bachelor's degree in Mechanical or Industrial Engineering, Engineering Technology, Quality, Operations, or a related field, or equivalent field experience with progressive quality leadership.

Experience: 8+ years of progressive experience including:

o Hands-on field experience in hydronic systems, mechanical contracting, or industrial field service.

o Leadership of a QA, inspection, or field quality team across multiple sites

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