Head of Customer Operations & Success - Supra & Onity

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About Carrier
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

Carrier Security Solutions is part of the Carrier Group, and our goal is to “Securing Your World”. Our security business encompasses a wide range of residential, commercial, and industrial systems, including access control and event monitoring, intrusion devices, electronic locks, hospitality solutions, mobile apps and credentialing, real estate access solutions, remote access management and video management. Supra and Onity are part of this highly successful group.

Supra brings together the smartest tools in real estate to help you provide best-in-class service during the home buying and selling process.

Onity’s access solutions and technology make it easier for guests, residents, and customers to simply and securely open doors throughout your property - giving them more freedom to move about their day and giving you more peace of mind.

About the role
Reporting to the President and Managing Director of Supra & Onity, the Head of Customer Operations & Success - Supra & Onity is responsible for the full post sales customer journey and experience. Driving customer success and satisfaction and launching the post-sale, lifecycle care experience and enabling profitable growth of aftermarket revenue. This role provides overall leadership and direction to the technical support, customer service aftermarket, customer success and field operations.

As a member of the Supra & Onity leadership team, you are expected to develop and execute the full strategic plan for the function, initiate, build and sustain relationships with clients and prospects, grow the organization and develop a talent pipeline. In addition, contribute to the development and execution of the overall Supra & Onity strategic plan.

Key Responsibilities

• Lead all aspects of customer operations and technical support; drive customer satisfaction, improve resolution capability, and increase efficiency.
• Develop, own and execute strategies and process to ensure the successful delivery of Supra & Onity products by customers
• Develop, own and execute multi-year functional strategic plan
• Define, track and measure operational and customer success metrics for the business
• Serve as senior leader escalation resource to provide leadership for resolving client issues
• Develop and maintain client relationship and become a resource for customers’ satisfaction and issue resolution.
• Collaborate with all related functions to ensure the successful implementation of service programs
• Drive growth in aftermarket services revenue and improve profitability
• Identify, plan and execute new service and revenue growth opportunities, including digital services
• Establish and coordinate procedures for staff that effectively and efficiently attains desired results. Promote a positive and motivational atmosphere.
• Develop, mentor and coach staff; establish talent pipeline and succession planning
• Establish appropriate procedure to ensure seamless handoffs of customer responsibility between function
• Leverage digital tools and data analytics to drive workplace efficiency and effectiveness
• Serve as steward and owner of digital tools and systems needed to enable operations and enhance customer experience

Basic Qualifications

• Bachelor’s degree.
• 10+ years of operational, customer success management or project management experience.
• 5+ years of people management or progressive leadership responsibility of similar size organization.
• 5+ years experience in direct client engagement or account management.

Preferred Qualifications (nice to have)

• Bachelor’s degree in engineering, technology or a relevant field, MBA preferred
• Strong background in providing technical solutions; ability to provide project leadership and manage issues to a successful resolution.
• Outstanding customer service orientation. Candidate demonstrates ability to develop strong, long-term customer relationships.
• Experience in enterprise SaaS delivery and hardware project installation and deployment
• Passionate and successful in mentoring others and developing their careers
• Proven ability to manage large organization, optimize org design, and establish process and metrics to lead people managers
• Demonstrated ability to plan and manage the execution of custom development projects and complex client engagements
• Excellent written, verbal, and presentation communication skills
• Business and financial acumen
• Self-directed with a demonstrated track record of successful strategic planning

Additional information

• Sponsorship is not supported for this position.
• Traveling up to 25% (Domestic, with occasional international travels).

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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