Director, Customer Experience: Veterans Services
4 days ago
Kastle is looking for an exceptional Director of Installation and Services to lead the company's largest regional installation and field service delivery team (both employees and subcontractors) along the Eastern seaboard from Maryland to Florida. The ideal candidate will be experienced in driving continuous process improvement, organizational effectiveness, and efficiency. Seeking a director who can motivate and create a positive work environment while delivering a world-class customer experience. We are looking for a leader with the ability to think quickly, creatively, and progressively to both identify and solve installation and service problems and address client needs.
This individual will be a strategic partner working across other Kastle departments like Customer Support, Customer Success Managers, Dispatch, and Project Management to ensure the successful completion of projects and service orders that delight our customers. Supporting Kastle's largest client base, we are looking for a servant leader with a willingness to do whatever it takes to get the job done right for our clients and go the extra mile for their team. Lead, mentor/coach and manage a team of leaders and technicians across various experience levels, to optimize customer experience and technician efficiency to maintain Kastle's managed security solutions. Prioritize dispatch of service technicians based on priority, expertise, location, and availability through our distributed dispatch system.
Forecast and budget technician staffing, subcontractors and overtime requirements across the region.
Establish and manage operational metrics and KPIs to measure operating efficiency, process effectiveness and overall department success to meet client needs in a fiscally responsible manner.
Responsible for meeting customer Service Level agreements (SLA) and ensuring that technicians are effectively trained, maintain active awareness of client needs and customer service standards.
Ensure compliance with all procedures, license obligations and OSHA safety requirements for service team.
Work closely with the Installation, Project Management and Customer Service to successfully transition Kastle clients to full production and provide feedback cycle to improve new client experience.
Partner with multiple stakeholders in various departments and regions across Kastle to help identify, recommend, develop, implement, and support cost-effective technology solutions for operational and service support challenges.
Manage, coach, lead and be responsible for the Installation and Service (I&S) Department support organization to understand and implement improvements required on processes and tools/tactics and strategies; and measure ongoing performance and improvement of the organization's mission and outcome – supporting the "wow" client experience vision.
Responsible for hiring, performance management, and disciplinary action of subordinate staff as well as coaching first-line managers on same.
Bachelor's Degree or relevant industry experience required.
7+ years of management experience (minimum) required, preferably in a skilled labor environment with dispatched field work and ideally experience in the security technology industry.
Experience leading distributed teams and a field workforce with demonstrated success in managing a customer facing service team in a high-pressure work environment.
Ability to meet and maintain various certifications, licenses and/or registrations, in accordance with applicable state laws and as required by the electronic security regulations in the state(s) worked.
Excellent communication and management skills to assess current operations, identify opportunities for improvement, and execute strategy to maintain a world class service organization.
Demonstrated experience to meet financial objectives by scheduling and managing the install and service activities to operate within service level commitments and established budget. Meet regional commitments to install and service margin and profitability by managing costs and utilization of labor and equipment. Responsible for billing of all time and materials install and service projects.
Demonstrated proficiency with Microsoft Office suite (especially in Excel), Microsoft Dynamics CRM and MS Field Service Dispatch a plus.
Knowledge of & experience with Access Control, Video/CCTV and IP networks.
The property technology space is growing rapidly, and Kastle Systems is leading the way. Kastle Systems is the leader in managed security, with a track record of introducing innovative technologies to serve over 460M square feet of real estate globally. Clients span the commercial and multifamily real estate, education, and construction industries. Delivering a world class customer experience drives everything we do, and Kastle's mission is to be our customers' best service provider and to ensure that their security is the most effective, efficient and convenient. Kastle's integrated security solution, including access control, video, and remote video monitoring, significantly reduces costs and improves the critically important 24x7 performance for building owners, developers and tenants.
At Kastle, we believe that diversity makes us stronger - at work and in the world. Kastle Systems International, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, marital status, pregnancy or any other basis protected by applicable federal or state laws.
#
-
Product Director
3 days ago
Virginia, Minnesota, United States Bixal Solutions, Inc. Full timeProduct Director - Veteran Services: Bixal Solutions, Inc. is seeking a seasoned Product Director to lead a critical initiative under the SPRUCE IDIQ contract with the Department of Veterans Affairs (VA). This role will focus on improving the Veteran Transition Experience, ensuring seamless access to VA and cross-agency benefits for transitioning service...
-
Director of Military and Veteran Affairs
3 days ago
Virginia, Minnesota, United States Jobleads-US Full timeJob SummaryWe are seeking a highly skilled Director of Military and Veteran Affairs to join our team at Jobleads-US. This role is responsible for developing, directing, and maintaining military and veteran education efforts. The ideal candidate will have a strong background in administration, leadership, and communication.Key ResponsibilitiesLead and manage...
-
Customer Experience Director
3 days ago
Virginia, Minnesota, United States Kastle Systems International, LLC Full timeAs a Customer Experience Director - Eastern Region at Kastle Systems International, LLC, you will play a critical role in ensuring that our customers receive world-class service and support.Key Responsibilities:Lead a team of leaders and technicians to deliver exceptional customer experiences and drive business growth.Develop and implement strategies to...
-
Veteran Transition Experience Manager
3 days ago
Virginia, Minnesota, United States Jobleads-US Full timeJob SummaryWe are seeking a Senior Product Manager to lead our efforts in improving the Veteran Transition Experience under the SPRUCE IDIQ contract with the Department of Veterans Affairs (VA). As a key member of our team, you will be responsible for driving product strategy, collaborating with stakeholders, and delivering digital solutions that enhance the...
-
Director of Restaurant Experience
2 days ago
Virginia, Minnesota, United States Delightrg Full timeDelight Restaurant Group Leadership OpportunityWe are looking for a talented and ambitious individual to join our team as a Director of Restaurant Experience. This is a key leadership role that requires a strong background in restaurant operations, team management, and customer service.About the JobAs a Director of Restaurant Experience, you will be...
-
Director of Customer Relations
3 days ago
Virginia, Minnesota, United States Jobleads-US Full timeDirector of Customer RelationsOverview:As the Director of Customer Relations, you will be responsible for fostering and maintaining strong relationships with our existing and potential broadband provider clients in the Southeast. You will play a crucial role in identifying opportunities, addressing challenges, and driving customer satisfaction. PLEASE NOTE:...
-
Regional Director Sales
3 weeks ago
Virginia, Minnesota, United States Experience Senior Living LLC. Full timeAt Experience Senior Living, we are searching for a dynamic sales leader ready to make a significant impact. As our Regional Director of Sales & Marketing (RDSM), you will lead the charge in driving growth and success across our communities. You'll mentor and empower our Community Executive Directors, Directors of Sales, Leasing Counselors, and Move-In...
-
Military & Veterans Program Director
1 week ago
Virginia, Minnesota, United States CareSource Full timeJob SummaryThe CareSource Military and Veterans Program Director plays a pivotal role in driving operational success and strategic planning for our military support initiatives. This position oversees the coordination of business objectives, meeting key milestones and goals to ensure seamless execution.Key Responsibilities:Provide executive-level support to...
-
Virginia, Minnesota, United States Jobleads-US Full timeAbout UsBixal is a consulting company that empowers governments and organizations to deliver better services and experiences to the communities they serve. We use evidence-based knowledge and technology to foster a culture of learning and continuous improvement.Job DescriptionThis role will focus on improving the Veteran Transition Experience, ensuring that...
-
Military & Veterans Program Director
1 week ago
Virginia, Minnesota, United States CareSource Full timeJob Summary:The CareSource Military & Veterans (CSMV) Program Director leads and provides operational and administrative oversight in the planning, coordination, and execution of CSMV strategies and objectives to meet business and market goals.Essential Functions:Provide Executive support to ensure business objectives and needs are defined and achievedManage...
-
Military & Veterans Program Director
1 week ago
Virginia, Minnesota, United States CareSource Full timeJob Summary:The CareSource Military & Veterans (CSMV) Program Director leads and provides operational and administrative oversight in the planning, coordination, and execution of CSMV strategies and objectives to meet business and market goals.Essential Functions:Provide Executive support to ensure business objectives and needs are defined and achievedManage...
-
Customer Relations Director Lead
3 days ago
Virginia, Minnesota, United States Jobleads-US Full timeAbout Jobleads-USJob Title: Director of Customer RelationsWe are looking for an experienced professional to lead our Customer Relations efforts in the Southeast region. As the Director of Customer Relations, you will play a crucial role in identifying opportunities, addressing challenges, and driving customer satisfaction.Key Responsibilities:Customer...
-
Director of Food Service
2 days ago
Virginia, Minnesota, United States Delightrg Full timeJob DescriptionThe Director of Food Service at Delight Restaurant Group is responsible for overseeing the overall food service operations of a restaurant, including menu development, inventory management, and food quality control. This role requires strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer...
-
Clinic Medical Director MD/DO
4 days ago
Virginia, Minnesota, United States Valorhealthcare Full timeOur mission is simple: to provide quality healthcare to America's veterans through our healing focus, indebted hearts, and tireless resolve. Valor Healthcare operates more than 50 VA Community Based Outpatient Clinics (CBOCs) in the United States as a contractor for the U.Department of Veterans Affairs. Valor provides a full range of medical services to...
-
IT Service Operations Director
3 days ago
Virginia, Minnesota, United States Jobleads-US Full timeJob Summary:The Senior Director, Service Operations will lead a team of 700+ engineers and IT professionals delivering transformational solutions and services across two dozen customers. This customer-delivery focused position requires frequent travel to multiple locations.Main Responsibilities:Manage teams responsible for IT operations, engineering,...
-
IT Service Operations Director
2 days ago
Virginia, Minnesota, United States Jobleads-US Full timeResponsibilitiesThe Senior Director of Offering Service Operations will lead a team of more than 700 engineering, cybersecurity, and IT professionals delivering transformational solutions and services across more than two dozen distinct customers. This includes managing teams responsible for IT operations, engineering, security, and software development to...
-
Customer Experience Leader
2 days ago
Virginia, Minnesota, United States Delightrg Full timeCustomer Experience LeaderWe are seeking an experienced Customer Experience Leader to join our team. As a key member of our operations team, you will be responsible for ensuring that every customer has an exceptional dining experience.Responsibilities include:Customer Feedback and Complaint Resolution: Respond to customer feedback and complaints in a timely...
-
Customer Experience Specialist
10 hours ago
Virginia, Minnesota, United States Wells Fargo Full timeJob ExpectationsThis SAFE position has customer contact and job duties which may include the offering/negotiating of terms and/or taking an application for a dwelling secured transaction. As such, this position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all...
-
CareSource Military
2 days ago
Virginia, Minnesota, United States Jobleads-US Full time**Company Overview**CareSource Military & Veterans (CSMV) is a leading provider of healthcare services to veterans and military families. Our mission is to improve healthcare access and delivery for those who have served our nation.We are seeking a highly skilled and experienced professional to join our team as a Program Director. In this role, you will be...
-
Sr. Director, Military
3 days ago
Virginia, Minnesota, United States Jobleads-US Full timeSr. Director, Military & Veterans AffairsPosition SummaryThe Sr. Director, Military & Veterans Affairs is responsible for developing, directing, and maintaining military and veteran education efforts. The position is responsible for Military Affairs, Veteran Affairs, ROTC, and all military-related programs and policies. The position will work closely with...
