Regional Operations Manager

2 weeks ago

Malvern, Pennsylvania, United States The Ladders Full time
About Us

Have you ever utilized a self-service kiosk at your favorite grocery store? Tried your luck at a gaming establishment? Perhaps you’ve purchased a beverage from a vending machine or paid for parking? If you answered 'YES' to any of these, you’ve engaged with one of the millions of devices deployed by Crane Payment Innovations (CPI).

We are the driving force behind the technology that facilitates your daily transactions, enabling over 4 billion exchanges weekly across more than 143 currencies globally. From cash and coins to cards and mobile payments, we ensure the seamless operation of payment systems through advanced validation devices and business management software.

Your Role

As a Regional Operations Manager for Field Services, you will oversee a regional service team dedicated to providing daily support to our clientele. This pivotal role is essential for steering, controlling, and implementing strategic initiatives that empower our field technicians to deliver exceptional service consistently.

The Regional Operations Manager will directly influence CPI’s customers and team members, taking charge of:
  • Recruiting, hiring, directing, managing, coaching, and mentoring service managers across the regional territory.
  • Fostering growth, innovation, and best practices within the region while sharing insights with peers.
  • Monitoring and driving performance metrics and revenue objectives for branches.
  • Ensuring service excellence and customer satisfaction throughout the region.
  • Setting objectives and supervising team activities.
  • Developing succession plans and facilitating career development for associates within your area of responsibility.
  • Identifying and implementing processes and tools to enhance technician productivity and efficiency.
  • Planning and overseeing daily operations to ensure smooth progress and minimize customer disruptions.
  • Evaluating overall performance through the collection, analysis, and interpretation of key performance indicators (KPIs).
  • Addressing customer complaints and managing escalation processes.
  • Performing additional duties as assigned.
Who We Seek

The ideal candidate will possess a strong customer-centric approach, with a proven track record of managing teams in a fast-paced service delivery environment.

Qualifications:
  • Bachelor's degree in business, a technical field, or equivalent experience in service delivery roles.
  • A minimum of 10 years in a service operational capacity, preferably within payment solutions, finance, retail, or gaming sectors.
  • A solid understanding of technical field services, including service desk operations, maintenance, repair, and installation.
  • Self-motivated and results-driven with exceptional communication, analytical, and problem-solving abilities.
  • Demonstrated capacity to cultivate and maintain relationships with customers, partners, and internal stakeholders.
  • Strong business acumen and effective negotiation skills.
  • Detail-oriented and collaborative mindset.
  • Excellent time management skills with the ability to multitask while maintaining focus on overarching goals.
  • Ability to work independently and manage work priorities effectively.
  • Proven leadership skills to inspire and guide individuals and teams.
  • Commitment to meeting deadlines and willingness to travel domestically as required (up to 50%).
Personal Attributes

This position requires a dynamic individual who is passionate about serving customers and possesses the resilience to handle daily challenges without losing sight of the broader objectives. Desired attributes include:
  • Action-Oriented: You demonstrate urgency and are recognized for making timely decisions.
  • Customer Service Focused: You are driven to meet the needs of your 'customers' and respond promptly to team and client requirements.
  • Facilitator: You excel at negotiating mutually beneficial solutions.
  • Organized: You prepare all necessary materials and information before initiating tasks.
  • Presentation Skills: You are confident in addressing groups and conveying information effectively.
  • Quality Written Communication: Your writing is clear and descriptive, emphasizing the importance of keeping stakeholders informed about project statuses and updates.
What We Offer

We provide a competitive compensation and benefits package, including health, dental, and vision insurance, a 401(k) plan with employer matching, and paid time off. If you are an experienced leader in service operations with a successful background in technical field services within the payment solutions, finance, retail, or related industries, we encourage you to explore this opportunity.

Benefits Include:
  • Flexible work environments
  • Defined career growth plans with opportunities for professional development
  • Medical, dental, and vision insurance
  • 401(k) with company contributions
  • Life insurance and disability benefits
  • Community engagement and volunteer opportunities
  • Chances to travel and work at our global locations

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