Lead Customer Support Operations Manager

2 weeks ago

Saint Albans, Vermont, United States Zebra Full time

Remote Work: Hybrid

Overview: At Zebra, we foster a culture of innovation where we collaborate to develop transformative solutions that enhance everyday experiences. Our community thrives on curiosity and respect, ensuring that every voice is heard and valued. As part of Zebra Nation, you will join a team dedicated to redefining the future of work for organizations and their employees. Here, you will have the opportunity to grow and lead within a progressive company, charting your own path to a rewarding career while contributing to meaningful causes both locally and globally. Together, we are just beginning to reimagine the future for our people, our customers, and the world.

Position Summary: Zebra's Workcloud support team is seeking experienced candidates in SaaS Support operations to oversee and guide customer champions and professional engagements. This role focuses on managing Scheduling and Timekeeping SaaS solutions for clients in the Retail and Banking sectors, ensuring the smooth operation of the customer support team.

Key Responsibilities:

  • Implement strategic policies while ensuring adherence to cost management and staff development.
  • Set operational goals and manage team activities, exercising full supervision over large teams or multiple smaller groups to drive results.
  • Analyze staffing needs and budgetary constraints.
  • Collaborate with business stakeholders to address and resolve critical escalations from various contact points, including customers and internal teams.
  • Ensure compliance with quality processes and standards, providing analytics to identify team needs.
  • Champion training initiatives to enhance the support team's knowledge, ensuring agents deliver accurate and timely solutions.
  • Estimate timelines for complex projects, managing completion within specified quality and cost parameters.
  • Identify and implement strategies for process improvement and quality verification.
  • Oversee team development and support, including the documentation of new projects and integration of existing support with evolving business requirements.
  • Exhibit exceptional customer service, communication, and problem-solving skills.
  • Facilitate Customer Champion training to boost product knowledge.
  • Enhance process effectiveness and setup.

Qualifications:

Minimum Requirements:

  • Bachelor's Degree (preferably in industrial engineering).
  • At least 12 years of experience, including a minimum of 2 years in a management role.
  • Fluent in English (both written and verbal) and local language as applicable.
  • Intermediate proficiency in Microsoft applications, including Word, Excel, and Outlook.
  • Strong customer service orientation.
  • Proven leadership abilities with a commitment to continuous learning and self-improvement.
  • Exemplary professional work behaviors (attendance, teamwork, time management).
  • Strong communication skills, including active listening and clear information delivery.
  • Intermediate presentation skills.

Preferred Qualifications:

  • Advanced Degree.
  • In-depth knowledge of the region and supported product lines.
  • Prior experience in Workforce Scheduling and Timekeeping application support.
  • Ability to analyze statistical data and present findings to leadership.
  • Exceptional presentation skills.

Zebra is an equal opportunity/affirmative action employer committed to fostering a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and protected veteran status or any other basis prohibited by law.

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