Sr. Manager Customer Support - Zebra Technologies

Remote Work: Hybrid



Overview:


At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.





Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.





You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.





Let’s create tomorrow together.





We are seeking a strong leader with SaaS operations and management experience to oversee our global SaaS customer support escalation team! This L-3 customer-facing team handles escalated requests from our clients. Each dedicated support specialist works to troubleshoot escalated issues related to our WFM-SaaS solution that may be complex and technical in nature.





Supports effective operation of the customer support team by implmenting and suring up processes, workflows and tooling across teams. You will be mitigating risk and esclations, understands where headcount is needed, balances a budget, implement strategies for improvement, implementing metrics and analyzing data. In addition, you will support employee and team growth through training and performance management.





This is a hybrid position based in Kennesaw, GA


Must be able to commute to Kennesaw office 3 days a week.


Responsibilities:



+ Leads a global support team and acts as an escalation point for complex customer queries and issues


+ Leads customer champion teams for SaaS support.


+ Establishes operational objectives and work plans


+ Establishes and communicates departmental objectives and implement plans to assure attainment of goals


+ Guides team, measures KPIs, and develops team training


+ works to ensure the resolution of any issue in accordance with our service level agreements (SLAs), manage and prevent escalations, and coordinate timely client communications


+ Champions trainings to increase and improve product knowledge of the support team; ensures team members are trained and able to provide accurate and responsive solutions to our clients


+ Assumes responsibility for the team development and support, including implementation and documentation of new projects and merging existing support with new business requirements


+ Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes


+ Understands where headcount is needed, balances a budget, etc.


+ Demonstrates excellent customer service, communication and problem solving skills


+ Supports custom SaaS solutions and experiences by combining a deep understanding of customer support delivery with creative product strategy and technical acumen


+ Works directly with key internal stakeholders to handle and resolves critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization.


+ Ensures resources maintain in compliance with quality processes, standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided


+ Identifies strategies for process improvement and verification activities; develops and applies quality improvement techniques


+ Improves process effectiveness and process discovery and setup.



Qualifications:


Minimum Qualifications:



+ Bachelor's Degree (in Industrial Engineering or related field preferred)


+ Minimum 12 years' experience, including minimum 2 years management experience


+ Experience presenting to various levels of leadership


+ SaaS operations experience.


+ Excellent customer focus values/orientation


+ Experience managing and leading a customer support team.


+ Strong leadership skills coupled with a desire and ability to stay updated with the latest IT/business trends through various forms of learning


+ Role model level professional work behaviors (attendance, teamwork, time management)


+ Strong communication skills (listening, providing clear and concise information, using proper language and grammar)


+ Ability to explain technical concepts in simple terms to users with varying levels of technical expertise


+ Demonstrated knowledge of Microsoft Office suite



Preferred Qualifications:



+ Ability to navigate and troubleshoot issues related to our SaaS solutions


+ Advanced knowledge and experience supporting workforce scheduling and timekeeping solutions


+ Experience gathering and analyzing statistical data and presenting to C-level leadership


+ Methodical approach to troubleshooting issues, including the ability to ask relevant questions to gather information


+ Capacity to follow documented procedures and workflows for issue resolution


+ Resourcefulness in finding solutions independently or escalating complex issues to higher support tiers when necessary


+ Work on business review with customers


+ Active listening skills to understand user issues and concerns accurately


+ Patience and ability to remain calm under pressure, especially when dealing with frustrated or non-technical users


+ Strong analytical skills to identify and diagnose technical problems effectively


+ Advanced Degree preferred


+ Ability to manage multiple tasks simultaneously and prioritize them based on urgency and impact on users


+ Efficient time management to ensure timely resolution of client issues within established service level agreements (SLAs)


+ Willingness to share knowledge and best practices with peers to improve overall team performance


+ Collaboration skills to work effectively with other members of the support team, as well as with colleagues from different departments.


+ Ability to adapt to evolving technologies and changing support processes.



Zebra is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability and protected veteran status or any other basis prohibited by law. If you are an individual with a disability and need assistance in applying for a position, please contact us at workplace.accommodations@zebra.com. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.





Know Your Rights:


https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf





Conozca sus Derechos:


https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRightsSp_10_20.pdf





We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.





Zebra is a federal contractor and is committed to an alcohol and drug free workplace. As a result, all U.S. based employees are subject to the Drug and Alcohol Free Workplace Policy and Procedure.







Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent. We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings. We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.





Salary: USD 117700.00 - USD 176500.00 Yearly



Salary offered will vary depending on your location, job-related skills, knowledge, and experience.

Additionally, all Zebra roles are eligible for cash incentive programs. For example, sales roles have additional opportunity to earn substantial variable compensation tied to quota achievement. In most other roles, the Zebra annual cash incentive program links Company and individual performance together. Some roles may also be eligible for long-term incentive equity awards.




To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com (https://www.zebra.com/ap/en.html) email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.