Associate Director Schedule

**What you will do**:
The Director of Global Schedule & Dispatch Strategy will report directly to the Executive Director of Global Standards and Platforms. This role is critical in creating efficient and effective scheduling and dispatch processes across our global operations. This includes developing strategies to improve customer satisfaction, optimize technician productivity by leveraging scheduling tools and platforms, and driving process simplification and standardization.

**How you will do it**:

- ** Strategy Development and Implementation**:Define and execute the strategy for people, processes, and technology related to global scheduling and dispatch. Develop policies, standards, and strategies to streamline the scheduling process from intake to cash, focusing on cost efficiency, quality, and speed.
- ** Capacity Planning and Skill Management**: Play a key role in capacity planning and skill inventory management. Establish a customer prioritization taxonomy and ensure the right technician is scheduled for the right job, for the right duration at the right time.
- ** Operational Excellence**: Define and measure KPIs for scheduling and dispatch. Determine the vital objectives and ensure capture and execution of corrective action activities. Foster strong partnerships with Field Leadership, ISDM, Remote Services, Parts/Inventory ordering & fulfillment, and other growth-based Initiatives.
- ** Platform Optimization**:Implement and optimize advanced scheduling and dispatch platforms. Streamline and standardize the use of scheduling tools and platforms to improve technician productivity and drive cost efficiency.
- ** Agent and Technician Engagement**: Support initiatives aimed at improving agent and technician engagement and loyalty. Strive to put our most valuable employee assets in a position to do their best work.
- ** Customer Success**: Ensure customer success is achieved in all areas influenced by the team. This includes agent performance, service quality, service levels, productivity, and other call handling-based KPIs. Guide a team of local and global stakeholders to implement the new model in each country where we will functionalize in Continental Europe, APAC, LATAM.
- Lead the optimization efforts for domains and regions where the model has been implemented and continues to be refined
- This role will not include formal leadership, but requires a strong ability to influence without authority

**What we look for**

Experience required in
- Managing KPIs to achieve operational excellence
- A service-based organization
- Working in in global teams and interacting with different cultures

Further preferred qualifications:

- Bachelor’s degree in business, supply chain, or related field
- Extensive work experience in service operations, ideally in managing and improving scheduling and dispatch processes in a complex, global service organization.
- Proven success in improving cost per service request performance, technician productivity, and customer success.
- Ability to develop and implement strategic plans, aligning them with long-term company goals. Proven ability to transform strategic direction into operational reality.
- Strong leadership skills with the ability to influence and work effectively with cross-functional teams and stakeholders at different levels within the organization.
- Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
- Comfortable with and adept at leading change initiatives in complex and dynamic environments across global cultures.
- Fluency in English is required, German is a plus

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