Business Transformation Manager

Role overview

This opportunity is for a Business Transformation Manager joining a rapidly expanding global organization in the Greater Columbus, Ohio area. The role sits within a highly visible team that focuses on improving core service-related business processes and strengthening operational performance.

The position leans heavily toward field service operations and related service functions, including field service management, technician scheduling, route optimization, work order handling, aftermarket services, commissioning, service quality, warranty, preventive maintenance, spare parts, and service-oriented systems. At the same time, the role also requires flexibility to support improvement work in order to cash, procure to pay, sales, inventory and operations, and new product development when needed.

The team operates much like an internal consulting function. Success in this role depends on the ability to create structure in unclear situations, think analytically, communicate with clarity, and keep transformation efforts moving in a complex business environment.

This is a strong fit for someone who enjoys solving operational problems, streamlining workflows, collaborating across departments, and helping a growing business become more scalable, efficient, and effective after products have been installed.

Compensation and benefits

The base compensation range is approximately $105,000 to $155,000, plus bonus. The benefits package includes medical, dental, vision, life insurance, and additional coverage. Other highlighted benefits include 10 holidays, 5 weeks of vacation, a 401(k) match, and several other incentives.

Key responsibilities

The role will focus on medium-scale transformation efforts rather than large enterprise-wide programs.

Responsibilities include improving business processes across field service, aftermarket service, commissioning, warranty, preventive maintenance, and related service operations. The position also needs the flexibility to drive process improvements in order to cash, procure to pay, new product development and introduction, and sales, inventory, and operations planning depending on business priorities.

You will assess current-state workflows, identify opportunities to improve efficiency, scalability, customer experience, and execution, and work closely with stakeholders across service operations, supply chain, finance, IT, commercial teams, quality, and other functions.

Additional work includes supporting field service management, scheduling, dispatch, work order flow, route optimization, service appointments, and resource planning. You will also help improve outcomes tied to first-time fix rate, technician utilization, service quality, response time, and customer communication.

The role involves working with ERP and service platforms such as Oracle, ServiceNow, Salesforce Field Service, Oracle Field Service, SAP, Microsoft Dynamics Field Service, or similar enterprise systems. You will contribute to current-state assessments, future-state design, process mapping, working sessions, and implementation planning.

Other duties include building project timelines, milestone plans, status reporting, ownership models, and rollout roadmaps; identifying process gaps, risks, bottlenecks, handoff issues, and data problems; and helping translate field service data and customer feedback into quality, engineering, supply chain, and operational improvements.

The role also includes supporting adoption, change management, operational excellence, and continuous improvement efforts, as well as identifying opportunities for AI and automation. Partnership with Learning & Development for training and change execution is also part of the job.

Requirements

Candidates should have 8 to 10+ years of relevant experience in business process improvement, business transformation, operational excellence, continuous improvement, project management, consulting, service operations, or related fields.

Exposure to at least two of the following process areas is preferred: order to cash, procure to pay, new product development and introduction, sales/inventory/operations planning, and services.

Experience in a service-based environment is important, especially in field service, aftermarket service, customer support, maintenance, repair, commissioning, or warranty operations. A solid grasp of service operations is expected, including work order flow, scheduling, dispatch, resource planning, customer commitments, and day-to-day execution.

The ideal candidate can work comfortably in ambiguity, operate independently, solve problems critically, and use practical project management and process improvement methods. Strong executive presence, the ability to provide concise updates to senior leaders, and proven success influencing across functions without direct authority are essential.

Applicants should also demonstrate strong business judgment, adaptability in fast-changing environments, and a bachelor’s degree is preferred in business, operations, supply chain, engineering, information systems, finance, accounting, economics, or a related area.

Preferred background

Helpful experience includes using Salesforce Field Service, Field Service Lightning, Oracle Field Service, SAP Service Management, ServiceNow Field Service Management, Microsoft Dynamics Field Service, or similar platforms. A background in field service operations, aftermarket services, industrial services, equipment services, customer service operations, or service transformation is also desirable.

Experience in manufacturing, engineered products, industrial equipment, data centers, energy, utilities, telecom, HVAC, medical devices, facilities services, or another service-heavy industry is a plus. Familiarity with Lean, Six Sigma, Agile, root cause analysis, project leadership, change management, or continuous improvement methods would strengthen an application.

Additional preferred experience includes route optimization, dispatch optimization, technician productivity, warranty processes, service-to-cash, spare parts, and preventive maintenance programs. Consulting, internal transformation, operational excellence, or continuous improvement backgrounds are beneficial, and an MBA or other advanced degree is considered a plus.

Certifications such as PMP, CSM, or Lean Six Sigma Black Belt are also viewed favorably. Interest in AI tools and their use in improving service processes is an added advantage.

Ideal candidate profile

The organization is looking for someone who is versatile, adaptable, and able to step into an evolving environment with confidence. The ideal person can quickly assess priorities, ask thoughtful questions, create a workable plan, and keep momentum going without needing perfect structure first.

You should be comfortable operating across functions, systems, processes, and stakeholders. The right candidate can zoom out to understand the broader business issue and zoom in to pinpoint where execution is breaking down. Calmness under pressure, credibility with leaders, and a practical approach to solving complex operational problems are key traits for success.

Eligibility and application note

This position does not offer sponsorship. Applicants must be U.S. citizens or green card holders.

When applying, it is important that the resume clearly reflects relevant experience in field service, aftermarket service, technician scheduling, dispatch, route optimization, work order management, preventive maintenance, maintenance, commissioning, warranty, spare parts, service-to-cash, service quality, or customer service operations. Experience with platforms such as Salesforce Field Service, Oracle Field Service, SAP, ServiceNow FSM, Microsoft Dynamics Field Service, Oracle ERP, SAP ERP, or comparable systems should also be highlighted.

Interviews are currently underway.