Motorola Solutions
Director, Global Customer Care and Service Management Standards Centralized Mana
Motorola Solutions, Fort Lauderdale, Florida, us, 33336
Overview
Company Overview: Motorola Solutions strives to keep people safer everywhere through critical communications, video security, and command center technologies that support public safety agencies and enterprises. Join a career that matters and help build a safer future. Department Overview: The Managed & Support Service Operations organization delivers global product and application support, centralized service delivery, and managed service operations. Job Description
The Director - Global Customer Care and Delivery Operations Standards Office (DOSO) will report to the AVP of Global Centralized Managed Support Operations and oversee the delivery of Motorola Solutions\' product, portal, and applications support across North America, Europe, Latin America and Asia. The role is a senior leadership position responsible for overall strategy, operations, and performance of a call center, with a focus on maximizing efficiency, customer satisfaction, and achieving organizational objectives. This role supports Motorola Solutions\' transition from a product-centric to a services-centric business, focusing on Software Enterprise Solutions. The candidate will drive a service delivery operational strategy emphasizing sustainable business models, competitive differentiation, and superior customer experience. Responsibilities include ensuring an exceptional customer experience aligned with business strategies, mentoring and developing staff, streamlining processes, and managing a departmental budget. Responsibilities Strategic Planning and Vision: Develop and implement the call center\'s strategic vision, objectives, and long-term plans aligned with company goals related to customer experience and business growth.
Operational Management: Oversee day-to-day call center operations across channels (phone, chat, email, social media); ensure SLAs, efficient workflow, and optimal resource utilization, including staffing, scheduling, and call routing.
Team Leadership and Development: Lead, mentor, and motivate call center managers, supervisors, and agents; set performance goals; conduct evaluations; provide coaching and training; foster engagement and retention.
Performance Monitoring and Analysis: Define and track KPIs (AHT, FCR, CSAT, NPS, abandon rates); analyze data to identify trends and implement improvements.
Customer Experience (CX) Improvement: Champion a customer-centric culture; develop best practices for interactions, handle escalations, and seek feedback to improve service quality and loyalty.
Technology and System Optimization: Evaluate and optimize call center technologies (CRM, ACD/IVR, WFM, AI solutions) to boost efficiency and productivity.
Budget Management: Develop and manage the call center budget, including forecasting, resource allocation, and cost control.
Compliance and Quality Assurance: Ensure operations comply with company policies, data privacy regulations (e.g., GDPR, HIPAA), and quality standards.
Required Qualifications Master\'s degree in Computer Science, Engineering, or Business Management.
10+ years in technology operations and teams, with at least 6 years in cloud development or DevOps; 5+ years leading 100+ team members; strong HR management knowledge.
Extensive customer service leadership experience, preferably in a technical context or technology company.
Depth of knowledge across best practices in customer-centric service delivery.
Understanding of customer experience value across the delivery process.
Proven ability to drive cultural and organizational change while maintaining team morale.
Experience delivering services and solutions on a global scale.
Ability to challenge standards to drive innovation and impact.
Knowledge of emerging technologies relevant to building solutions.
Proven success in building and nurturing teams during significant change.
Proven ability to build relationships with peers and executives for alignment on visions and plans.
Experience transforming teams via process improvement, performance management, realignment, and hiring to higher performance.
Highly self-motivated, detail-oriented, and able to prioritize in high-pressure environments.
Excellent executive-level communication skills (presentations, written, verbal).
Additional Skills & Experience Experience planning, governance, application selection, implementations, transformations, and enhancements.
Strong performance history and ability to deliver positive results.
Demonstrated credibility, integrity, and focus on excellent customer service and professional work ethic.
Ability to build internal and external relationships and foster collaboration with stakeholders.
History of increasing accountability and leading, managing, directing, and motivating staff.
ITIL certification desirable.
Business acumen, thought leadership, decision making, relationship building, influence, and team leadership competencies.
Process orientation and knowledge of service transition and service operations.
Locations This is a hybrid role (in-office a minimum of 3 days per week).
Candidate must live within one hour of MSI offices in Schaumburg, Chicago, Ft. Lauderdale, or Allen, TX.
Target Base Salary Range: $170,000 USD - $190,000 USD Pay transparency note: Pay within this range varies based on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally-protected characteristic. We are committed to an inclusive and accessible recruiting experience. To request accommodations, please complete the reasonable accommodations form.
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Company Overview: Motorola Solutions strives to keep people safer everywhere through critical communications, video security, and command center technologies that support public safety agencies and enterprises. Join a career that matters and help build a safer future. Department Overview: The Managed & Support Service Operations organization delivers global product and application support, centralized service delivery, and managed service operations. Job Description
The Director - Global Customer Care and Delivery Operations Standards Office (DOSO) will report to the AVP of Global Centralized Managed Support Operations and oversee the delivery of Motorola Solutions\' product, portal, and applications support across North America, Europe, Latin America and Asia. The role is a senior leadership position responsible for overall strategy, operations, and performance of a call center, with a focus on maximizing efficiency, customer satisfaction, and achieving organizational objectives. This role supports Motorola Solutions\' transition from a product-centric to a services-centric business, focusing on Software Enterprise Solutions. The candidate will drive a service delivery operational strategy emphasizing sustainable business models, competitive differentiation, and superior customer experience. Responsibilities include ensuring an exceptional customer experience aligned with business strategies, mentoring and developing staff, streamlining processes, and managing a departmental budget. Responsibilities Strategic Planning and Vision: Develop and implement the call center\'s strategic vision, objectives, and long-term plans aligned with company goals related to customer experience and business growth.
Operational Management: Oversee day-to-day call center operations across channels (phone, chat, email, social media); ensure SLAs, efficient workflow, and optimal resource utilization, including staffing, scheduling, and call routing.
Team Leadership and Development: Lead, mentor, and motivate call center managers, supervisors, and agents; set performance goals; conduct evaluations; provide coaching and training; foster engagement and retention.
Performance Monitoring and Analysis: Define and track KPIs (AHT, FCR, CSAT, NPS, abandon rates); analyze data to identify trends and implement improvements.
Customer Experience (CX) Improvement: Champion a customer-centric culture; develop best practices for interactions, handle escalations, and seek feedback to improve service quality and loyalty.
Technology and System Optimization: Evaluate and optimize call center technologies (CRM, ACD/IVR, WFM, AI solutions) to boost efficiency and productivity.
Budget Management: Develop and manage the call center budget, including forecasting, resource allocation, and cost control.
Compliance and Quality Assurance: Ensure operations comply with company policies, data privacy regulations (e.g., GDPR, HIPAA), and quality standards.
Required Qualifications Master\'s degree in Computer Science, Engineering, or Business Management.
10+ years in technology operations and teams, with at least 6 years in cloud development or DevOps; 5+ years leading 100+ team members; strong HR management knowledge.
Extensive customer service leadership experience, preferably in a technical context or technology company.
Depth of knowledge across best practices in customer-centric service delivery.
Understanding of customer experience value across the delivery process.
Proven ability to drive cultural and organizational change while maintaining team morale.
Experience delivering services and solutions on a global scale.
Ability to challenge standards to drive innovation and impact.
Knowledge of emerging technologies relevant to building solutions.
Proven success in building and nurturing teams during significant change.
Proven ability to build relationships with peers and executives for alignment on visions and plans.
Experience transforming teams via process improvement, performance management, realignment, and hiring to higher performance.
Highly self-motivated, detail-oriented, and able to prioritize in high-pressure environments.
Excellent executive-level communication skills (presentations, written, verbal).
Additional Skills & Experience Experience planning, governance, application selection, implementations, transformations, and enhancements.
Strong performance history and ability to deliver positive results.
Demonstrated credibility, integrity, and focus on excellent customer service and professional work ethic.
Ability to build internal and external relationships and foster collaboration with stakeholders.
History of increasing accountability and leading, managing, directing, and motivating staff.
ITIL certification desirable.
Business acumen, thought leadership, decision making, relationship building, influence, and team leadership competencies.
Process orientation and knowledge of service transition and service operations.
Locations This is a hybrid role (in-office a minimum of 3 days per week).
Candidate must live within one hour of MSI offices in Schaumburg, Chicago, Ft. Lauderdale, or Allen, TX.
Target Base Salary Range: $170,000 USD - $190,000 USD Pay transparency note: Pay within this range varies based on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally-protected characteristic. We are committed to an inclusive and accessible recruiting experience. To request accommodations, please complete the reasonable accommodations form.
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