Director, Global Customer Care and Service Management Standards Centralized Managed & Support Operations (CMSO)

The Director – Global Customer Care and Delivery Operations Standards Office (DOSO) will report directly to the AVP of Global Centralized Managed Support Operations, Glenn Graves, and will be responsible for the North America, Europe, Latin America and Asia Countries delivery of Motorola Solutions’ product, portal and applications support, centralized service delivery standardized processes. A Customer Call Center Director is a senior leadership role responsible for the overall strategy, operations, and performance of a call center, aiming to maximize efficiency, customer satisfaction, and achieve organizational objectives.

This candidate will play a critical role in Motorola Solutions’ transition from a product centric to a services centric business focused on Software Enterprise Solutions. As the company continues to provide and develop industry-leading solutions for their customers, the candidate is responsible for driving a service delivery operational strategy with a focus on sustainable business models, competitive advantage and differentiated customer experience. This role is responsible for ensuring an exceptional customer experience that aligns with business and strategies, mentoring and developing staff, streamlining processes, and managing a departmental budget.

Key Responsibilities:

• Strategic Planning and Vision: Developing and implementing the call center's strategic vision, objectives, and long-term plans that align with the broader company goals, particularly those related to customer experience and business growth.
• Operational Management: Overseeing the day-to-day operations of the call center across various channels (phone, chat, email, social media), ensuring efficient workflow, adherence to Service Level Agreements (SLAs), and optimal resource utilization. This includes managing staffing, scheduling, and call routing.
• Team Leadership and Development: Leading, mentoring, and motivating a team of call center managers, supervisors, and agents. This involves setting performance goals, conducting regular performance evaluations, providing coaching and training programs, fostering a positive work environment, and addressing employee engagement and retention.
• Performance Monitoring and Analysis: Defining, tracking, and analyzing key performance indicators (KPIs) such such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and call abandonment rates. They use this data to identify trends, pinpoint areas for improvement, and implement data-driven strategies.
• Customer Experience (CX) Improvement: Championing a customer-centric culture within the call center. This involves developing and implementing best practices for customer interactions, handling escalated customer inquiries and complex issues, and actively seeking feedback to improve service quality and customer loyalty.
• Technology and System Optimization: Evaluating, implementing, and optimizing call center technologies and software (e.g., CRM systems, ACD/IVR systems, workforce management tools, AI-driven solutions) to enhance operational efficiency, streamline customer interactions, and improve agent productivity.
• Budget Management: Developing, managing, and optimizing the call center budget, including forecasting, resource allocation, and cost-control measures to ensure efficient operations and maximize return on investment.
• Compliance and Quality Assurance: Ensuring the call center operates in compliance with company policies, industry regulations (e.g., data privacy like GDPR, HIPAA), and quality standards.

Skills / Attributes Required:

• Master’s degree in Computer Science, Engineering or Business Management
• 10+ years of experience in managing technology operations and teams, with at least 6 years within a cloud development or DevOps environment; 5+ years demonstrated success in leading a highly motivated, engaged team of 100+ team members. Strong understanding of human resource management principles, practices, and procedures
• Extensive customer service leadership experience, preferably within a technical contextor technology company
• A depth of knowledge and tool kit of best practices across customer centric service delivery organizations
• A deep understanding and appreciation of the value of building the customer experience throughout the delivery process
• Proven success in driving change both in culture and organization to achieve the business objectives while simultaneously building the team morale and enthusiasm for the vision
• Experience delivering services and solutions on a global scale.
• Ability to challenge standards to drive innovation, value and impact
• Knowledge and curiosity of emerging technologies that may become relevant to building solutions
• Proven success building and cultivating teams in the midst of significant change
• Proven success in building relationships with peers and executives to gain input and alignment to visions and plans
• Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels
• Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment
• Excellent communication skills: executive presentations, written, oral, and interpersonal

Experience: Additional Skills & Experience Requirements:

• Experience conducting planning, governance, application selection, implementations, transformation and other enhancement projects
• Excellent performance record and proven ability to produce positive results
• Demonstrate a high level of credibility, integrity, and trust with a focus on excellent customer service, supportive workplace interactions, and a professional work ethic
• Strong ability to build relationships both internally and externally, including fostering a collaborative, positive work environment with stakeholders and peers
• History of increasing levels of accountability and responsibility and proven experience leading, managing, directing and motivating staff
• ITIL Certification desirable
• Performance and personal competencies required for the position: Business Acumen, Thought Leadership, Decision Making, Building Relationships and Using Influence and Leading Teams:
• Process Orientation/Organizational Skills: Knowledge of service transition and service operations

Basic Requirements

• Bachelor's degree degree in Computer Science, Engineering, Business Management or equivalent work experience
• 10+ years of progressive experience in customer service, customer success, or service delivery roles, with a significant portion in a leadership capacity.