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This role is well suited to an experienced people and operations leader who thrives in a fast-paced, customer-focused environment. As a Zone Operations Manager, you will have ownership of service delivery performance within your assigned zone. You will lead the people and daily operations of the CCC while partnering across Field Service and other teams to ensure customer commitments are met. Success is measured not only by CCC execution, but by the overall service outcomes experienced by our customers. You will be responsible for: People Leadership & Development
Lead, coach, and develop CCC employees through clear expectations, regular feedback, performance management, and development planning.
Support hiring, onboarding, training, engagement, and succession planning while fostering an inclusive and accountable team culture.
Zone Performance & Service Delivery
Own overall service delivery performance for the zone, with accountability for customer commitments, operational outcomes, and the end-to-end customer experience.
Maintain an end-to-end view of service delivery, connecting dispatch, scheduling, backlog, field capacity, customer communication, and execution.
Use operational data to identify risks and performance gaps, align priorities and resources, and drive action across organizational boundaries through resolution.
Customer & Cross-Functional Partnership
Partner with Field Service and regional leadership to improve customer outcomes, rather than optimizing individual processes or functional metrics in isolation.
Resolve significant customer, field, employee, and operational escalations in partnership with CCC leadership and cross-functional teams.
Lead zone performance discussions, ensuring issues have clear ownership, actions, and follow-through through resolution.
Governance, Improvement & Change
Ensure adherence to established processes, quality requirements, policies, and operational standards.
Identify root causes and lead sustainable improvements that simplify, standardize, or automate work.
Lead employees through process, technology, and organizational change while maintaining continuity of customer support.
The Key Working Relationships for this position:
Customer Care Center leadership and frontline teams
Regional and Zone Field Service Leadership
Workforce Management, Quality, Training, and Process Engineering
Cross-functional Service Operations and business partners
This position may suit you best if you are familiar with what is below:
People leadership in a fast-paced service, operations, customer-care, call center, or field-support environment.
Customer service operations, workforce management, scheduling, dispatching, or related service-delivery processes.
Coaching employees, managing performance, and building accountable, engaged teams.
Using operational data to identify risks, solve problems, and drive end-to-end service delivery performance.
Leading through competing priorities, escalations, and organizational or technology change.
Demonstrating an ownership mindset and the ability to drive customer and business outcomes across functional boundaries.
Required skills to have for the success of this role
Bachelor’s degree or equivalent combination of education and relevant experience.
Demonstrated people-leadership experience in operations, customer service, field service, or a related environment.
Strong business acumen, analytical thinking, communication, and an end-to-end service delivery mindset.
Ability to lead in a dynamic, high-volume environment and influence outcomes across organizational boundaries.
Proficiency with…