Business Operations Manager - Solutions & Services

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses. We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better. These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.

RS Americas is a leading omnichannel provider of product and service solutions for designers, builders, and maintainers of industrial equipment and operations. We serve a large, fragmented, and digitally immature market where opportunities to differentiate through innovation, service quality, and operational excellence are vast.

Our ambition is bold: to more than triple Services & Solutions revenue in the Americas over the next five years. We are investing heavily in expanding our portfolio, developing solutions that solve real-world customer challenges, and delivering measurable value through every interaction. Our Supply Solutions portfolio, which today includes Procurement Solutions, Custom Order Solutions, and will soon expand into Inventory Solutions and other site-based managed services, is at the heart of this transformation.

This growth is not just about launching new services; it is about ensuring they are delivered consistently, efficiently, and with exceptional customer experience. That requires robust, scalable processes, the right tools and systems, and an unrelenting focus on continuous improvement.

About the Role

Role Purpose

The Solutions Development Manager, Supply Solutions (Americas) is a pivotal role in shaping the operational backbone of our service portfolio. Reporting to the Director of Product Development & Delivery, this role ensures that our Supply Solutions are supported by simple, scalable, and customer-centric processes that can be replicated and adapted as our portfolio grows.

The role holder will lead the design and deployment of operational frameworks that enable rapid scaling, ensure commercial viability, and deliver measurable outcomes for customers. They will be a skilled influencer and stakeholder manager, able to operate confidently with executives, functional leaders, and delivery teams across the Americas region and within the wider RS Group.

As a champion of continuous improvement, they will use data-driven insights, commercial acumen, and Lean principles to drive efficiency, innovation, and customer value, while also supporting the development of go-to-market plans that ensure services are adopted and embedded successfully.

Responsibilities

Process Development & Operational Readiness

• Own the creation, documentation, and rollout of scalable business processes for all current and future Supply Solutions.
• Conduct value-stream mapping, root cause analysis, and process diagnostics to identify and eliminate inefficiencies.
• Establish and maintain process governance standards, ensuring alignment with global best practice and Americas market needs.
• Partner with Technology, Digital, and Operations teams to ensure systems and tools are ready to support the 5-year roadmap.
• Ensure processes are customer-journey-led, balancing operational efficiency with an exceptional service experience.

Service Delivery Excellence

• Work closely with the Service Delivery Manager and wider solutions team to translate strategic roadmaps into executable operational plans for Supply Solutions.
• Define, monitor, and report on performance metrics and KPIs, using insights to drive continuous improvement.
• Create seamless handovers between sales and service delivery, embedding processes that improve adoption, satisfaction, and retention.
• Anticipate and resolve operational challenges before they impact customer outcomes.

Stakeholder Engagement & Change Leadership

• Build trusted relationships with senior leaders, cross-functional teams, and operational delivery teams across the Americas.
• Facilitate alignment between regional priorities and global initiatives, ensuring mutual reinforcement rather than duplication.
• Champion a culture of operational discipline, innovation, and data-led decision-making.
• Lead workshops, forums, and cross-functional initiatives to gain buy-in and accelerate change adoption.

Commercial & Analytical Insight

• Use advanced analytics to evaluate operational performance, identify opportunities, and inform investment decisions.
• Work closely with the Solutions leadership team and market commercial stakeholders to build commercial models, pricing frameworks, and business cases that underpin go-to-market strategies.
• Support portfolio expansion by assessing operational scalability, ROI potential, and resource implications.
• Provide actionable insight to sales, marketing, and product management teams to optimize proposition success.

Key Internal Relationships in this role

• Vice President Services and Solutions (Americas)
• Director of Supply Solutions (Americas)
• Director of Solutions Business Development (US&C)
• Director of Services (LATAM)
• Americas Sales Leadership and Account Management Teams
• Technology & Digital Product Teams
• Marketing and Proposition Development
• Customer Success and Operations Leadership
• Finance and Data Analytics Teams
• Group Solutions & Propositions Leads

Candidate Requirements

Essential Skills & Experience

• Significant experience in MRO, industrial distribution, or complex B2B product environments at a regional, national, or international scale.
• Proven ability to design, scale, and optimize operational processes and service delivery models.
• Strong understanding of production, manufacturing, and procurement workflows.
• Exceptional stakeholder management and influencing skills across all organizational levels.
• Expertise in data analytics, able to translate complex data into actionable insights.
• Strong problem-solving skills and commercial awareness.
• Experience in building and executing go-to-market strategies for new services.

Desirable Skills & Experience

• Lean or Continuous Improvement qualification (Green Belt or higher preferred).
• SaaS deployment or technology-enabled service delivery experience.
• Experience in a multinational, matrix-structured organization.
• Proficiency in English and Spanish or Portuguese.

Equal Employment Opportunity

RS Americas is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of non-discrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.

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