Senior Manager for Care Center Workforce Management at Truist leading strategy and governance. Overseeing performance and enhancing client experience at scale across various locations.
About the role
- Manager overseeing Home Warranty service delivery leading a team of service managers. Responsible for procurement and service provider relationship management in Miami, FL
Responsibilities
- Direct a team of 9 individual contributors responsible for service delivery outcomes consistent with customer experience, client, financial and quality expectations (50%)
- Set clear performance goals and expectations for team members
- Monitor and analyze key performance indicators (KPIs) such as Cost per Claim, Turn-around-Time, First Time Response, Rework, and CSAT
- Provide coaching, feedback, and development opportunities to team members
- Ensure consistent and high-quality service delivery across all claims and invoices
- Foster a culture of accountability and continuous improvement
- Define and implement procurement solutions for parts and whole unit replacements (40%)
- Establish and manage relationships with partners and suppliers for parts and unit replacements
- Negotiate contracts, pricing, and service level agreements with vendors
- Oversee the procurement process to ensure timely and cost-effective sourcing of parts and replacements
- Audit and approve invoice submissions from service providers
- Review and authorize repair cost increases as needed
- Proactive management and successful resolution of customer/client/AIZ Service Provider escalations in a timely manner (10%)
- Respond to and resolve escalated service issues from customers, clients, and service providers
- Collaborate with internal and external stakeholders to address and resolve complex service delivery challenges
- Document and track escalation cases to identify trends and opportunities for process improvement
- Communicate resolution outcomes to all relevant parties
Requirements
- Bachelor’s degree in finance, logistics, or related field OR equivalent experience
- 10+ years progressive leadership experience in operations, supply chain and service delivery management experience
- Substantial knowledge and experience with logistics, supply chain including retail sales, service operations, RFP/RFQs, evaluation of bids, supplier evaluation, negotiation, selection and contracts
- Demonstrated success in a service operations leadership role in the Home Warranty industry – with focus on HVAC, Plumbing and Electrical
- Demonstrated ability to manage the P&L of a multi-million dollar business
- Proven ability to build and manage team of inspired individuals
- Advanced problem-solving skills
- Proven ability to manage within a rapidly changing, high intensity business environment
- Proven effective communications skills leveraged internally and with external clients
- Proven ability to develop, document, and communicate complex concepts and processes
- Excellent analytical skills
- Demonstrated project development and completion skills
- Ability to work independently and in a team environment
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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