Senior Manager, Service Excellence

Job Description

At Refreshments, service excellence is the foundation of sustainable growth. We are seeking an experienced, field-oriented Senior Manager, Service Excellence to support operational performance across an assigned region by driving execution, improving consistency, and accelerating business results.

Reporting to the Director of OpX, this leader serves as a key operational partner to Market Center, District, and regional leadership teams. The Senior Manager, Service Excellence will help translate business priorities into disciplined execution by supporting operational standards, driving continuous improvement initiatives, and strengthening accountability across the region.

This role supports customer satisfaction, service execution, client retention, safety, employee engagement, operational efficiency, fleet readiness, productivity improvement, and margin enhancement. The successful candidate will bring strong business judgment, operational discipline, analytical capability, and the ability to influence leaders at multiple levels of the organization.

This is a highly visible, field-facing role requiring the ability to balance strategic priorities with practical execution. The Senior Manager, Service Excellence will identify performance opportunities, support operational improvements, reinforce best practices, and foster a culture focused on safety, accountability, service excellence, and continuous improvement.

This is a remote position with up to 80% travel.

Location Requirement: Candidates must reside within the assigned region. Preferred locations include the following major metropolitan areas: 

• Chicago
• Detroit
• Indianapolis 
• Milwaukee
• Minneapolis
• St. Louis

Job Responsibilities

Service Excellence & Operational Execution

• Support operational consistency, standardization, and continuous improvement across assigned markets.
• Translate regional priorities into actionable plans that improve service execution, productivity, safety, client satisfaction, and financial performance.
• Partner with Market Center and District leaders to identify operational challenges and implement practical solutions.
• Establish and reinforce operational routines, performance review processes, and accountability mechanisms.
• Monitor key operational metrics and support action planning to improve customer satisfaction, service delivery, productivity, revenue, EBIT, and margin.
• Drive adoption of company systems, processes, and service excellence best practices.
• Champion initiatives that improve service quality, customer experience, employee engagement, and operational performance.

Business Performance & Continuous Improvement

• Analyze operational and financial data to identify opportunities for performance improvement.
• Monitor key performance indicators, including revenue, margin, labor utilization, route efficiency, inventory performance, customer retention, safety, and service standards.
• Educate leaders on operational drivers impacting productivity, profitability, and customer experience.
• Facilitate development and execution of measurable improvement plans.
• Support implementation of continuous improvement initiatives that drive sustainable operational results.
• Assist with operational assessments, business reviews, and performance improvement efforts.

Growth & Client Partnership

• Partner with Sales and Operations teams to support client retention and organic growth initiatives.
• Help strengthen customer relationships through consistent service execution and operational excellence.
• Support implementation of strategic service initiatives and business improvement opportunities.
• Identify opportunities to enhance customer experience and drive long-term client value.
• Ensure service execution supports client loyalty, retention, and sustainable business growth.

Leadership & Talent Development

• Model leadership behaviors that promote safety, inclusion, accountability, and service excellence.
• Develop strong partnerships with operational leaders across the region.
• Coach and support Market Center and District leaders in improving operational execution and leadership effectiveness.
• Support change management efforts associated with new initiatives, acquisitions, systems implementations, and organizational priorities.
• Reinforce employee engagement, talent development, and leadership capability-building initiatives.

Cross-Functional Partnership

• Partner closely with Human Resources, Finance, Sales, Marketing, Supply Chain, Fleet, Safety, and Compliance teams.
• Support collaboration across functional areas to improve decision-making and execution.
• Help remove operational barriers and facilitate implementation of business initiatives.
• Serve as a trusted operational advisor and resource for leaders throughout the region.

Fleet, Safety & Operational Readiness

• Support fleet management initiatives related to vehicle utilization, maintenance compliance, safety performance, and operational readiness.
• Reinforce company safety standards, compliance requirements, and risk mitigation practices.
• Ensure adoption of operational systems, tools, and standard operating procedures.
• Support leaders in maintaining safe, compliant, and productive work environments.

Qualifications

• Bachelor's degree preferred.
• Minimum of 3-5+ years of leadership experience in Food Service, Hospitality, Facilities Management, Direct Store Delivery, Retail, Route Operations, Warehouse Operations, Service Operations, Equipment Maintenance, or related industries.
• 3–5 years of experience leading operational improvement initiatives and business performance efforts.
• Demonstrated experience using operational and financial metrics to drive results.
• Strong understanding of productivity, labor management, customer service, safety, and operational performance metrics.
• Proven ability to influence leaders and drive execution across multiple locations and functions.
• Strong analytical, communication, and collaboration skills.
• Experience leading change and supporting business transformation initiatives.
• Proficiency with Microsoft Office; Salesforce experience preferred.
• Strong commitment to safety, service excellence, employee engagement, customer satisfaction, and continuous improvement.
• Ability to travel extensively within assigned regions.
• Valid driver's license required.

Leadership Characteristics

The ideal candidate is:

• Service-Focused – Passionate about delivering exceptional customer and client experiences.
• Operationally Disciplined – Understands that service excellence depends on consistent execution.
• Results-Oriented – Focused on measurable outcomes and continuous improvement.
• Influential – Builds alignment and accountability without relying solely on formal authority.
• Financially Aware – Understands how operational execution impacts productivity, margin, profitability, and client retention.
• People-Focused – Develops leaders and promotes an engaging, high-performance culture.
• Change-Ready – Supports transformation, integration, and continuous improvement initiatives.
• Collaborative – Builds strong partnerships across Operations, HR, Finance, Supply Chain, Sales, Fleet, Safety, and Compliance.
• Practical Problem Solver – Diagnoses issues quickly and implements sustainable solutions.

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.