Sr Manager, Customer Support Operations

Company Name: CommScope Inc.

Location: Virtual, Cali, Un

Overview

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

Role:

 

Provide overall operations support to the Ruckus Customer Services & Support function. Responsible for developing and recommending opportunities for constant improvements in processes and business metrics.  The role will deliver a regular cadence of metric reporting, interpretation and process improvements for the business. The goal is to efficiently drive improved visibility and insights into the business while meeting the demanding needs of key stakeholders.

 

Duties:The Customer Services & Support Operations Manager is responsible for driving core processes and reporting for the Ruckus Customer Services & Support teams. The role is central to defining operational performance standards, streamline business processes to enhance performance and provide efficiencies whilst developing a high-performance culture.

 

Reporting: Assist with creation and delivery of weekly, monthly and quarterly reporting along with business insights for executive teamsAssist in forecast and budgeting activitiesDrive increasing accuracy and visibility of booking, revenues, costs and margins across the business functions within Customer Services & SupportDrive accuracy and visibility of key metrics for each line of business in Customer Support & services to increase awareness and accountabilityDrive customer visibility with account, geo, regional level reporting of install base, cases, entitlement and bookingsSupport business processes by driving data hygiene in data systems used by the businessDrive automation for repetitive tasks to allow focus on high value workDrive transparency in reporting in a centralized consistent way

 

Processes: Work with teams across CommScope (Sales teams and Internal teams) to drive awareness of processes and identify opportunities for improvementDocument processes in a centralized location to drive awareness and accountabilityMaintain and review data hygiene in pricelists, SKU databases and reporting. Publish updated price lists monthly. Update End of Sale and End of Support statuses in relevant systems.Develop and document new processes as required in support of the business

 

OtherPurchasing, tools procurement,ensuring support and maintenance contracts for key infrastructure and current and provides continuity of service for the business. Supporting the update and maintenance of the support pricing portfolio based on PLM and business needs and ensuring its availability to Field sales and systems allowing ordering and fulfillment.

 

Core CompetenciesCustomer Focus: Develops relationships with internal and external customers that contribute to enhanced business performance.

Business & Financial Acumen: Understands and applies sound business principles and know-ledge to positively impact business performance.

Drive for Results: Takes responsibility and accountability for delivering results that meet or exceed personal and company goals.

Planning & Organizing: Proactively coordinates work activities for self and others, as appropriate, to get things done.

Communication:  Communicates in a  timely manner to keep others informed about things that affect them.

Teamwork: Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others.

People Development: Engages self and others in development opportunities to enhance contributions to personal and company growth.

Organizational Agility: Understands Ruckus’s structure and systems, and leverages opportunities to contribute to meeting company objectives. 

Education : 

  • B. S. degree in a related field, or equivalent work experience.

    Work Experience: 

  • Minimum of five years of customer support experience or supporting operations role
  • Completed assigned high profile tasks or projects within the scope of the Mid Level position.
  • Key competencies

  • Detailed oriented
  • Experience working with large amounts of data accurately
  • Excellent project planning, communication and stakeholder relationship skills. 
  • Project management training or related experience.
  • Tangible evidence of delivering service and process improvements
  • Able to juggle competing priorities to meet deadlines without cutting corners
  • Technical skills & Knowledge:       Knowledge in the following areas:

  • Understanding of basic financial concepts.
  • High degree of experience with Excel, pivot tables, generating charts
  • Proficiency in MS office, Word, PowerPoint
  • Understanding of SharePoint and its use
  •       Other Abilities required:   

  • Must have excellent presentation skills
  • Ability to work with little supervision
  • Proactive, energetic, professional self-starter with excellent organizational, communication and interpersonal skills, and the ability to work effectively in cross-functional teams.
  •  Work Schedule: Monday through Friday and weekend or overnight hours as required.Travel:       Up to 25% or as required

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.