The Supervisor, Field Implementations plays a key role in modernizing and optimizing frontline service delivery. Working closely with the Digital Operations leadership, field organization, corporate stakeholders, Information Technology, and vendor groups, the Supervisor, Field Implementations assists in leading readiness, implementation, and adoption efforts throughout the planning and deployment phases of digital products and operational strategies to the organization. These solutions will enable enhanced experiences for our customers and drive greater efficiencies across a network of more than 20,000 Drivers, Dispatchers, Supervisors, and Managers. This position supports a core and foundational component of the Company's future-state roadmap and acts as a team level leader to support efforts to integrate and execute aspects of our operational technology and process-based solutions.
As a part of our client's digital transformation journey, they are moving from a legacy system (Dossier) for Enterprise Asset Management to an Oracle hosted EAM platform. Truck technicians use this technology (via a tablet) to track truck maintenance parts such as screws, bulbs, tires, etc. for their fleet of trucks. Our client is looking for assistance in deploying this new technology to their fleet technicians. Deployments will be based on geographical area, specifically there are 10 pre-determined zones. They will be deploying in one zone at a time. At the start of the month they will begin deployment, and it is expected that the area is fully integrated with the new system by the end of the month. There will be aptitude tests to gauge learning, and once the location moved to this platform, they will no longer have access to the legacy system. The biggest change will be that tracking/entry was manual before, and now it will be done digitally. Training will be the same for technicians regardless of service type (landfill, special waste, etc. will all be trained together).
We are looking to hire 2 Implementation Supervisors to lead 33 Implementation Specialists over the course of this program to ensure each zone is on track to complete the technology implementation as planned. They will be working with an internal Manager as well to ensure the scope of the project is being closely followed.
PRINCIPLE RESPONSIBILITIES:
Supports the planning, deployment, and ongoing adoption of Digital Operations technologies and processes to the field organization, with direction from leadership.
Understands and provides leadership to achieve and communicate objectives.
Directly or indirectly leads readiness, deployment, and adoption resources. Supports leadership, cross-functional teams, and the field to ensure program deliverables are driving intended benefit.
Works closely with Digital Operations leadership to develop product deployment and support procedures that allow for the successful adoption of Digital Operations technology solutions.
Monitors performance and acts to redirect activities appropriately.
Reports to Digital Operations leadership on performance, makes recommendations on improvements/efficiencies for process or programmatic changes.
Helps to define, review and evaluate readiness, deployment, and support deliverables to ensure quality and timeliness; responsible for quality control in adherence to accepted best practices, company policies and procedures.
Provides input to and executes product development roadmaps based on future-state operating visions and strategies.
Works closely with Digital Operations leadership, field operations, Operations Support, Information Technology, and vendor networks to ensure program deliverables are adequately supported.
Coaches and develops team members to ensure all readiness activities are effectively deployed to our Hauling Division Operations teams
Prepares presentations and effectively communicates deployment and operational support performance metrics to business stakeholders and senior leadership teams.
Actively supports ongoing management of vendor performance.
Continually monitors the mobile deployment, adoption, and support landscape and educates leadership teams on emerging ideas, technologies and strategies.
Interfaces with IT support teams and vendor networks to ensure effective flow of work assignments, handoffs and internal customer issue resolution.
Provides input to cost-benefit analyses to assess solution viability, considering elements such as strategic alignment and continuous improvement opportunities.
Performs other job duties as assigned or apparent.
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2+ years of experience leading process improvement or technology deployments in a large organization.
Experience developing and deploying standard operating procedures, preferably within the waste, transportation, or logistics space.
Experience supervising a front-line workforce.
Excellent verbal and written communication skills, with the ability to influence without formal authority.
Have the necessary skills to produce meaningful content in PowerPoint, Word, Excel, and Visio.
Applied understanding of resource-based, enterprise technology support and user adoption strategies.
Ability to prepare and give professional presentations to groups at all levels, including executive leadership.
Ability to develop a deep understanding of current-state operational processes and envision areas of opportunity to drive maximum product value.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.