.Service Operations ManagerSensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers, associates and the retail environment. We protect assets and people by helping to ensure a safe and secure environment throughout the entire customer journey.What you will do...The Global Service Leader is responsible for enabling service excellence and customer satisfaction through focused attention to Retail customers. The role requires a mindset of continuous improvement, operational excellence, and customer service.How you will do itMonitors and supervises customer support activities, to ensure that customers receive the highest standards of care and efficiency when resolving their problems.Ensures that all operational activities comply with the requirements of local authorities and clients, across the region.Establishes quality goals, focus on prevention, and drive organizational improvement.Reviews all open service cases daily for the assigned customers. Ensures they are assigned and scheduled properlyCreates and reviews SLA performancesCreates SLA reports and monitors service performance daily against customer service commitments.Maintains compliance with Operations KPIs, creating or using the tools and processes available.Understand all customer contracts and service commitments.Takes corrective action to ensure service levels are being achieved. Creates and utilizes a "manage by fact" process to help resolve recurring customer issues.Maintains and improves service quality by completing audits, documenting persistent issues, and investigating customer complaints. Collaborating with other team members to develop an improvement plan.Works with Ops managers to create customer facing reports on service performance for quarterly business reviews.Reviews customer satisfaction survey results for post service/install surveys and follow-up for continuous improvement.Provide single point of contact for the assigned Partners for service support for all JCI related activity at the assigned customer. Establishes relationships with the appropriate Partners leadership and maintain frequent communications with these leaders regarding service quality.Provides an escalation point for all service-related issues. Works with partners support resources to resolve all escalated incidents.Identify opportunities for ongoing process improvements.Sets and manages the workload and priorities of the Partners team.What we look forA/BS degree in Business, Operations Management, IT, or a related field.5+ years' work-related experience managing a large-scale service environment.Experience building and executing on a global service delivery team.Strong judgment and proven ability to balance growth, retention, and service targets against operational capability
