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 its 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.