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Global Services Operation Leader

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Business Unit Carrier Job ID 30081791 City Charlotte State North Carolina Country United States

Date Posted:

2022-06-14-07:00

Country:

United States of America

Location:

CAN05: CCS-Charlotte, NC 5900 Northwoods Business Pkwy, Charlotte, NC, 28269 USA

Carrier Commercial HVAC seeks to create a best-in-class, consistently applied and globally recognized service delivery experience to support and enable our Service growth. We’re looking for an experienced Global Services Operations talent wit focus on customer experience to lead the strategy, design and implementation of our Global Service Operations Command Center and guide our service growth and continuous improvement in Sales & Services.

OVERVIEW:

Equal parts strategist, consultant and implementer, you will lead our CX PMO Office and partner with the Regional Businesses and Operational Excellence function to integrate our CX platform (Medallia) and insights within our business processes globally. With an initial focus on the Service Businesses in North America APAC and EMEA, you will deploy the platform globally, and bring customer insights to the forefront and motivate action on insights that matter while contributing to Carrier's thought leadership on Customer Experience. This role has 4 major pillars:

(1) Data Quality & Insights:  Setting up a sustainable data quality improvement process, then embedding customer insights into the decision-making fabric of the CHVAC service organization, grounded in a closed loop system that surfaces and acts on trends.

(2) Culture Change &Adoption: creating visibility around how we are acting on insights and defining and implementing creative ways to motivate company-wide use of this work.  In addition, creating visibility around how and why a Service Operations Command Center helps ensure the highest quality of service delivery for our customers, technical support for our field employees and proficient and cost-effective work for our back office and business process functions. 

(3) Training,Enablement & Deployment: deploying the global platform, creating, and delivering training materials to help employees embrace a customer-first mindset, covering Carrier Way (NPS), customer feedback loop (CLF), Enterprise improvement loop (continuous improvement) as well as soft skills as needed.

Equal parts strategist, consultant, and implementer, you will lead our Service Operations Command Center strategy and partner with the Regional Businesses to design and establish the needs, processes, and outcomes of a Global Command Center. With an initial focus on integrating connected command center requirements aligned to our existing service delivery model, you will bring together the strategy and implementation plan for the function, bringing together customer, field operations, technical and back-office support, and processes to a center of excellence model.  In addition to deploying the strategy, working with the businesses to set up the Centers, creating and delivering training materials to support employees in the operations and transactions of the Command Center.

(4) Command Center Strategy:  Creating, collaborating, and leading the overall strategy for a Service Operations Command Center(s), bringing together the various functions and processes associated with the delivery of traditional and connected services. 

WHAT YOU BRING:

  • You have a solid background in customer experience, process management, operations, and strategy deployment in B2B
  • You are adept at maneuvering across service delivery platforms (CX, SFDC, ServiceMax)
  • You have a strong background in culture change and change management
  • You have strong operations and analytical skills
  • You are a confident storyteller that can inspire decision-makers to act on insights.
  • You are willing to jump in wherever needed; relentlessly resourceful; a creative problem-solver
  • You have experience leading large organizations through a transformation

GENERAL RESPONSIBILITIES:

  • Manage the day-to-day execution of the Customer Experience Program for CHVAC
  • Integrate additional operational data as needed in order to maximize value of the Analytics
  • Co-ordinate with the Business System, Digital Transformation and Sales teams the sustainable improvement of the Data quality effort in the Salesforce repository
  • Democratize access to the insights being generated by the CX platform
  • Measure and plot CX insights on an insights pinboard for leadership review
  • Hold functional leaders, alert owners, local CX (survey) owners and CX council members accountable for CX-related commitments
  • Track progress of actions being taken through a project dashboard
  • Measure improvements from organizational actions to tell data-driven stories.
  • Partner with WHQ and our Operational Excellence teams to build and deliver required plans, change management and training
  • Lead the CHVAC global governance on Operations Command Center Strategy, Customer Experience and NPS
  • Assess CX maturity and contribute thought leadership to CX strategic planning.
  • Establish Service Operations Command Center strategy and deployment
  • Integrate additional operational data and processes associated with various functions
  • Co-ordinate with the Business System, Digital Transformation, Connected Services, Sales and Operations teams to establish and deploy Command Center plan
  • Hold functional leaders, global and local operations leads and team members accountable for program plan and established commitments
  • Track and drive progress of plan deployment
  • Evangelize the CX, integrated, agile program, Command Center through operational excellence and best-in-calls service delivery experience through internal events and with stakeholders

MINIMUM EDUCATION & CERTIFICATIONS:

  • CCXP/OCEM (or equivalent) certifications
  • BA/BS degree with 10+ of related experience
  • MA/MS/MBA degree with 5+ years related experience

PREFERRED QUALIFICATIONS:

  • 10+ years of customer-centered work experience
  • 5+ years leading service or customer experience programs with measurable outcomes
  • 5+ years in a strategy, business operations or program management role
  • 3+ years analyzing behavioral data to uncover trends in user behavior
  • 3+ years translating business goals to dashboards for tracking progress towards business goals
  • Solid remote team interaction skills
  • Experience in B2B environments
  • Experience developing executive-level communications and public speaking
  • Strong writing and verbal communication skills
  • Strong interpersonal skills

PREFERRED LOCATION and % TRAVEL

  • Preferred location: Charlotte, NC
  • % Travel: < 20%

A FEW WAYS TO STAND OUT, BUT NOT REQUIRED…

  • Lean Six Sigma Blackbelt
  • Master’s degree in Data Science or Design
  • Incredibly organized with your time, documents, calendar, and project planner
  • Attention to detail combined with creative thinking
  • Fluency in design thinking
  • Primary and secondary research skills

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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COVID-19 vaccines will be required for all newly hired Carrier U.S. Salaried employees. 

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