Sr. Operations Manager

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Centralized Managed Support Operations (CMSO) organization is responsible for global delivery of Motorola Solutions' product and applications support, centralized service delivery, and managed service operations.

Job Description

Management Accountabilities

Manage, lead and coordinate escalations, including accountability for hiring, mentoring, performance management and reward planning activities.

Oversees all day to day operations including customer satisfaction, Service Contract Management of SLA's (Service Level Agreements) as well as collaboration with the Sales team to ensure future contracts are properly documented to ensure smooth execution.

TheSr Operations Manager acts as a liaison with Senior Management and the Escalation Managers to determine validity of complaints and drive implement product or process change to reduce the number of complaints. Oversees the resolution of escalated, complex customer complaints that have escalated to the highest level within the organization. Exercises a large degree of individual discretion. Requires a thorough knowledge of the products/services offered and extensive customer service skills

Specific Knowledge & Skills

  • Familiarity with Motorola Solutions products and services including VESTA, Emergency Call Works, PremierOne CAD, Flex CAD, etc
  • Exhibit strong ownership and follow through; own the customer's issue and drive the resolution to ensure the customer is satisfied with the end result
  • Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required
  • Former project management experience strongly desired
  • Strong command of communication skills, both oral and written. Exceptional interpersonal skills required
  • Ability to communicate effectively with senior management (both internal and external)
  • Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
  • Confident individual who is willing to assume responsibility
  • Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
  • Strong determination in the face of challenges. Our customer's count on dependable, reliable support
  • Customer focused; detail orientated individual
  • Ability to maintain a positive attitude in a high stress/at times confrontational situations
  • Focused individual who understands the value of excellent customer service and the impact to the business if customers are not properly supported
  • Ability to work and make decisions with minimal supervision
  • Ability to lead a small team while simultaneously leading their own escalations
  • Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
  • Experience with Service Level Agreements, contracts, and entitlements
  • Working in operations frameworks that include the following responsibilities: Performance Management, Incident, Problem and Event management, and Customer Experience Relationship Management
  • Partnering and building credibility across the organization, specifically with Software Sales, Customer Success, Regional Services and Engineering leaders to develop and deploy customer services/solutions
  • Understanding of ServiceNow and/or Remedy ticketing tools and Excel.
  • Proficient computer skills with emphasis on windows based applications


Attributes Required:
  • Bachelor or Master degree in Computer Science, Engineering or Business Management
  • 10+ years experience in one of the following: software, project management, customer success, engineering, professional services, or customer support
  • 7+ years of experience in leading teams in the IT support space
  • Extensive customer service leadership experience, preferably within a technical context or technology company
  • Leading and developing a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute the business strategies and maintaining the highest level of customer service
  • Collaboration - Work with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes.
  • Mentor - Select, develop, coach, mentor, and assess the performance of staff
  • Excellent communication skills: written, oral, and interpersonal
  • Extensive customer service leadership experience, preferably within a technical context or technology company
  • History of increasing levels of accountability and responsibility and proven experience leading, managing, directing and motivating staff
  • The expected base salary for this role is: $130,000-$135,000
  • This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customer


Basic Requirements

  • Bachelor or Master degree in Computer Science, Engineering or Business Management
  • 10+ years experience in one of the following: software, project management, customer success, engineering, professional services, or customer support
  • Must be able to obtain background clearance as required by government customer


Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S.Benefitsinclude:
  • Incentive Bonus Plans
  • Medical, Dental, VisionbenefitseffectiveDay 1
  • 401K with Company Match and Day 1 vesting
  • 9 Paid Holidays
  • GenerousPaidTime Off Packages
  • Employee Stock Purchase Plan
  • PaidParental & Family Leave
  • and more!


EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.

Location

Westminster, CO
Arlington, VA
Chicago, IL
Bloomfield, NJ (NJ36)
Florida Remote
California Southern Remote
Arizona Remote
Beltsville, MD