Job Description
Our client is seeking a Manager of Field Services Operations to join their team. The role is a customer-centric, top talent individual who will take ownership of managing a support organization to maintain photo enforcement systems throughout North America and Canada. This position will maintain compliance with established standards and utilize operations metrics to make informed business decisions. The candidate will partner with the VP of Field Services Operations to optimize the use of internal and 3rd party resources, ensure fulfillment of operational goals that adhere to schedules and allocated resources, ensure high levels of device uptime, and continuously leverage ways to increase efficiency. The essential duties and responsibilities will be the following:
-Manage and lead a mixture of Supervisors of Field Service Operations and Field Service Technicians by providing coaching, development, and performance/talent management
-Achieve service excellence through internal field services teams and 3rd party vendors; maintain OKRs, KPIs, and process for sustaining service excellence and partner with VP of Field Service Operations as necessary to identify interventions and propose solutions.
-Contribute towards department P&L accuracy and tracking, which includes forecasting (annual and quarterly basis)
-Champions change management and drive a customer focused culture
-Achieves strategic long and short-term goals (people, process, technology) as defined by VP of Field Services, and inspire direct teams to follow and activate
-Provide leadership to improve performance and engagement through assessment, planning, organizing, coordinating, monitoring and evaluating
-Analyze operational and process issues; track data to measure defects and make recommendations for cost efficiencies and operational enhancements
-Identify, implement, and manage continuous improvement through the application of Six Sigma, Lean, or other similar methodologies in partnership with VP of Field Services Operations
Required Skills & Experience
-Bachelor's degree
-3-4+ years of experience in field services, service operations, supply chain, or related field
-3-4+ years of effective people leadership experience, including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and SLA attainment
-Vendor management experience
-Proven track record of building/maintaining effective internal and external working relationships
-Demonstrated business process engineering/re-engineering experience using Six Sigma, Lean or other formal process improvement methodologies
-Lean Six Sigma Training and Certification (Green Belt or Black Belt)
Nice to Have Skills & Experience
MBA
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.