Director Central Services- Field Delivery

vor 3 Wochen

Ratingen, Deutschland Johnson Controls Vollzeit

**Job Details**

**Director, Central Customer Support Services & Delivery Optimization (EMELA)**

This role is responsible for bringing together the Johnson Controls Building Solutions, EMEALA Central Operations and field delivery transformation activities. Leading a strategic effort to ensure that Johnson Controls implements the most effective processes, technology, data and analytics in order to reinvent and simplify its delivery model, drive revenue enhancement opportunities for profitable growth, improve installation and service delivery on customer sites, and ensure back-office customer support and field delivery models are aligned so that customers are served right the first time and to the highest of standards. Provides leadership and manages resources for centralized customer services and service delivery optimization and centralization. Strong strategic clarity, digital leadership and innovation management needed.

**Essential Duties and Responsibilities**:

- Lead the Global Central Operations Standardized Strategies for EMEALA.
- Accountable for best Service Level Agreements for Customer/Employee Experience with the best-in-class COGS/G&A costs/levers to deliver the centralized Alarm Notification, Customer Care, Remote Operations and Schedule and Dispatch operations across EMELA.
- Work with Global and Regional Teams to create, develop and deploy initiatives that drive Standardization, Centralization, Optimization, Automation and Right Shoring of Central Operations for EMEALA systematically with proper prioritization sequencing
- Work with a Multiple Functions in Commercial, Service, Installation, IT and OpEx professionals that drive large strategic high impact optimization programs throughout EMEALA with the mindset of standardize, centralize and optimize.
- Drive Best in Class cost per transactions/Agent - Front Line Service productivity enablement/Customer Experience
- Supports the field service organization through centralized support, remote services, technical training teams and optimize Schedule and Dispatch Platforms
- Leads innovation efforts through teams that drive data science, business intelligence and automation into the organization.
- Directs long-range planning and program development.
- Develops and leads strategic project delivery business plans to contribute to profitable and innovative business growth while mitigating risk.
- Directs & examines, our current business practices to determine operational effectiveness and revises programs to increase quality, productivity and customer retention.
- Develops and implements policy and measures policy effectiveness. Leads customer experience programs & initiatives.

**Minimal Qualifications**:

- University degree or equivalent combination of education and experience.
- 12 years suggested minimum experience. Past experience in leading a Regional or National Field Ops organization.
- Call center and business transformation experience required.
- Strong financial analysis and modeling skills. Superb analytical skills with a sound intuitive ability to work in a complex and dynamic global business. Excellent customer interaction/ interview skills. Strong presentation skills.

**External Relationships**:

- Develops a strong industry network to stay abreast of best practices and trends.

**Internal Relationships**:

- VP&GM and their teams to develop goals and measure performance/effectiveness of programs and services.
- VP's and field organization to measure effectiveness of delivery model and optimization efforts.
- Director, Finance/Controller to create and drive financial and non-financial quantitative metrics.
- Sales, Engineering and Product Development to link the strategic plan to the financial and product development strategies, processes, and metrics and share best business practices
- Human Resources to link the HR strategic plan to the business transformation and drive change management and employee engagement

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