Manager, Service Operations

Illumina | San Diego, CA

Posted Date 5/13/2022
Description Position Summary: Illumina’s AMR Revenue Operations team is looking for a manager to lead the Service Operations Specialists. This role will be responsible for evolving business partner support for the AMR Service and Support team. This experienced individual will need to strategically influence leadership and possess the depth of knowledge to tactically navigate within various systems, processes, and projects. This candidate will be expected to recruit, coach, and develop talent as the team grows and evolves. We work at a very rapid pace where it’s important to have strong time-management skills, attention to detail, comfort with ambiguity, ability to work under pressure, and above all flexibility. *Must be local to San Diego or willing to relocate Responsibilities Guide and lead team to support Field interactions for work order, case management, resource dispatch, and parts/tools shipment tracking Build relationships and act as a business partner to both AMR Service and Support and Global Service Operations teams Define scalable workflows and interactions to support inventory management including spare parts, field tools, loaners, and installed product Recruit, onboard and develop talent to maximize team potential Create a compelling team vision to motivate employees and influence across the organization Define and track operational KPIs/metrics to measure success and identify opportunities Elevate team’s responsibilities and scope as the business grows and evolves Establishes team policies, procedures, and practices Effectively communicates to senior management across Commercial Operate autonomously with minimal guidance Drive change management/influence across the organization Performs other duties as requested Requirements 7+ years experience working with SFDC and ServiceMax 7+ years experience working with a Service Organization Experience establishing and managing best practice field service methodologies required to drive and support a world class service organization Must possess excellent interpersonal, organizational, written, and verbal communication skills along with ability to inspire and lead others Must be able to work under minimal supervision, develop and drive a personal work plan, and manage/prioritize time effectively Comfortable in a fast-paced, dynamic, and highly fluid company environment with minimal guidance Excellent communication skills with experience presenting to executive/leadership Proficient in PowerPoint, Excel, Word Education Bachelor’s Degree required, MS in Science/Engineering or Business preferred Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina may require proof of COVID vaccination in accordance with local statutory requirements (subject to limited exceptions) beginning November 1, 2021. At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact To learn more, visit:

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