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Global Service Operations Manager
hace 2 meses
**Job Summary**
The Global Service Operations Manager at Johnson Controls is responsible for driving service excellence and customer satisfaction across the retail industry. This role requires a strategic mindset, operational expertise, and a customer-centric approach.
**Key Responsibilities**
- Monitor and supervise customer support activities to ensure high standards of care and efficiency in resolving customer issues.
- Ensure operational activities comply with local authorities and client requirements across the region.
- Establish quality goals, focus on prevention, and drive organizational improvement.
- Review daily service cases for assigned customers, ensuring proper assignment and scheduling.
- Create and review Service Level Agreement (SLA) performances, reports, and daily service performance metrics.
- Maintain compliance with Operations Key Performance Indicators (KPIs) and utilize available tools and processes.
- Understand customer contracts and service commitments, taking corrective action to ensure service levels are achieved.
- Develop and implement a manage-by-fact process to resolve recurring customer issues.
- Maintain and improve service quality through audits, documentation of persistent issues, and investigation of customer complaints.
- Collaborate with team members to develop an improvement plan and work with Ops managers to create customer-facing reports for quarterly business reviews.
- Review customer satisfaction survey results and follow up for continuous improvement.
- Provide a single point of contact for assigned partners for service support and establish relationships with partner leadership.
- Escalate service-related issues and work with partner support resources to resolve incidents.
- Identify opportunities for ongoing process improvements and set and manage the workload and priorities of the partners team.
**Requirements**
- Bachelor's degree in Business, Operations Management, IT, or a related field.
- 5+ years of experience managing a large-scale service environment.
- Experience building and executing on a global service delivery team.
- Strong judgment and ability to balance growth, retention, and service targets against operational capability.
