Manager, Field Service Operations (W2)

Manager, Field Service Operations (W2)

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries. Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA

The Job

As a Manager, Field Service Operations is a high-accountability managerial role responsible for driving, measuring, and owning the operational outcomes of our Field Service Partner (FSP) network. You will serve as a primary leader ensuring FSPs deliver services that meet our strict standards for speed, cost efficiency, and quality across the solar O&M portfolio. This role operates as a crucial organizational peer, managing an outsourced fulfillment model to maintain parity with our internal field teams.

You'll be responsible for leading a dispatcher and a team of technicians who oversee our solar service subcontractors across the country. You will have oversight of office space and warehouse as well as inventory maintenance. In-office presence required, with some flexibility with a hybrid working schedule.

What You'll Do

At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you'll be doing :

• Own Network Performance Outcomes : Directly manage the FSP network to ensure adherence to key operational metrics, including :
• Speed : Meeting or exceeding SLAs for Mean FSP Turn Around Time (MTAT) and service ticket resolution windows.
• Quality : Maintaining high customer satisfaction (CSAT) scores and minimizing service defects, repeat visits, and warranty claims.
• Cost / Value : Driving efficiency in quote accuracy, maximizing first-time fix rates, and minimizing unnecessary escalations.
• Process Execution Oversight : Oversee the end-to-end process execution for all service tickets routed to FSPs. This includes :
• Rigorous Auditing : Conducting detailed reviews of field service reports, quotes, and work order closures for both technical accuracy and adherence to pricing policies.
• Outlier Management & Intervention : Proactively identify, investigate, and remediate high-variance tickets (e.g., jobs with excessive costs, prolonged cycle times, or multiple failed visits) to enforce consistent partner performance.
• Escalation Management : Serving as the final internal decision point for complex FSP service escalations and workmanship warranty claims.
• Continuous Improvement & Process Refinement :
• Root Cause Analysis (RCA) : Systematically analyze FSP failure points (e.g., failed inspections, high repeat visit rates) to determine the underlying cause, whether it's policy confusion, technical gap, or process defect.
• Process Improvement : Collaborate cross-functionally with the Omnidian Operations Team to recommend and implement corrective actions that permanently streamline workflows and reduce failure rates across the entire service pipeline.
• Partner Development : Translate identified process gaps into necessary training updates for FSPs, actively improving their operational maturity.
• Workforce Planning & Network Administration : Manage team coverage to ensure the right resource can be at the right asset at the right time. Accountable for FSP retention. Ensure recruiting, onboarding, work order level coaching, and any necessary contract management actions take place to drive FSP accountability.
• You will have oversight of office space and warehouse as well as inventory maintenance.

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Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship