Ops Strategy and Execution Lead

About the Role

Key responsibilities include supervising and mentoring the technical support team, managing recruitment, onboarding, and training, and monitoring productivity through feedback and performance evaluations. The leader oversees day‑to‑day support activities, acts as the escalation point for complex issues, and ensures resolution within SLA timelines while tracking metrics such as response times, resolution rates, and customer satisfaction. Process improvement, documentation, knowledge‑base maintenance, trend analysis, and reporting to senior management are also essential. The role requires strict adherence to Johnson Controls information‑security policies, product‑security standards, and licensing agreements. Employees must protect information assets, report security incidents promptly, and avoid unauthorized copying or use of software and third‑party materials. • Supervise and mentor the technical support team; manage recruitment, onboarding, and training. • Monitor team productivity, conduct performance evaluations, and foster a collaborative culture. • Oversee daily technical support operations and act as escalation point for complex issues. • Ensure SLA compliance and track support metrics such as response time, resolution rate, and CSAT. • Identify and implement process improvements; maintain documentation, FAQs, and knowledge base. • Analyze support trends, generate reports, and provide recommendations to senior management. • Deliver prompt, effective support to achieve high customer satisfaction and incorporate feedback. • Adhere to JCI information security policies, licensing agreements, and report incidents promptly.

Key Responsibilities

• ▸team supervision
• ▸support operations
• ▸sla management
• ▸knowledge base
• ▸trend analysis
• ▸security compliance

What You Bring

We are seeking a dynamic, experienced individual to lead and support our technical support team. The role oversees daily operations, ensures high‑quality customer support, mentors team members, and drives process improvements. The ideal candidate combines strong technical expertise, leadership skills, and a passion for delivering excellent customer experiences. We require at least eight years of professional experience, including three years in technical or customer support leadership with a proven track record. Candidates must demonstrate excellent verbal and written communication, strong troubleshooting, proficiency in Microsoft Office Excel and PowerPoint, and mandatory experience with Salesforce. Additional strengths include customer‑service expertise, interpersonal skills, conflict‑resolution abilities, and the capacity to work across U.S. time zones and manage multiple priorities in a fast‑paced environment. • Minimum 8+ years experience, including 3+ years in technical/customer support leadership. • Strong communication, troubleshooting, Microsoft Office (Excel, PowerPoint) and Salesforce expertise. • Able to work across U.S. time zones, manage multiple priorities, and thrive in a fast‑paced environment.

Requirements

• ▸8+ years
• ▸leadership
• ▸salesforce
• ▸excel
• ▸troubleshooting
• ▸communication

Work Environment

Onsite