Manager – Command Center

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Oversee and guide Supervisors and Advanced Support Technicians through coaching, development, and performance/talent management.

• Collaborate with the VP of Field Services Operations to ensure service excellence and ongoing improvement.

• Maintain OKRs and KPIs, identify necessary interventions, and propose effective solutions.

• Contribute to the accuracy and tracking of department P&L, including annual and quarterly forecasting.

• Work in partnership with Product and Engineering to enhance technical support expertise and boost the reliability of photo enforcement systems.

• Lead change management initiatives and foster a customer-centric culture.

• Monitor defect data and suggest cost efficiencies, operational improvements, and software/hardware upgrades.

• Establish processes for comprehensive technical issue analysis and reporting, including root cause analysis and corrective actions.

• Enhance performance and engagement through assessment, planning, organizing, coordinating, monitoring, and evaluation.

• Keep abreast of Technical Support technology trends and recommend enhancements to senior leadership.

• Identify, implement, and manage continuous improvement initiatives utilizing Six Sigma, Lean, or similar methodologies.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree (BS/BA) is required.

• A minimum of 3 years of experience in technical support, field services, or related areas.

• At least 3 years of proven people leadership experience, including directing work, motivating teams, providing coaching/feedback, and developing staff.

• Strong negotiation and problem resolution capabilities.

• Excellent organizational and time management skills.

• Ability to take initiative, demonstrate good judgment, show urgency and follow-up, and manage multiple projects effectively.

• Strong statistical/analytical skills and exceptional problem-solving capabilities.

• Proven track record of building and sustaining effective internal and external working relationships.

• Experience in business process engineering/re-engineering using Six Sigma, Lean, or another recognized process improvement methodology.

• Outstanding verbal, written communication, and presentation skills.

• MBA is preferred.

• ITIL certification is preferred.

• Lean Six Sigma Green Belt or Black Belt training and certification is preferred.

🏝️ Benefits

• Equal Opportunity Employer.

• Retention of candidate personal data is limited to two years post-recruitment process closure or related job opportunities, with explicit consent.