Senior Operations Manager, Managed Services

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🕒 il y a 15 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

⚙️ Opérations

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Fortive

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 2016

🏥 Santé

🏭 Fabrication

📦 Logistique

💰 Post-IPO Equity en 2020-03

Healthcare • Manufacturing • Logistics

Fortive est un groupe mondial de technologies industrielles, spécialisé dans la fourniture de solutions avancées pour la santé, de solutions d’exploitation intelligentes et de technologies de précision. Fort de 18 000 collaborateurs, Fortive s’attaque à des défis techniques complexes afin de rendre les opérations industrielles plus sûres, plus intelligentes et plus efficaces. L’entreprise met l’accent sur la durabilité, l’intégrité et l’amélioration continue, en œuvrant pour un avenir plus robuste, plus sûr et plus intelligent. Fortive a été reconnue comme l’une des entreprises les plus responsables des États‑Unis, démontrant son engagement en faveur d’un impact social et environnemental positif.

Description

• Design and build the ServiceChannel Managed Work Order Associates (WOA) program and operating model; in partnership with Call Center leadership, establish the governance and operating rhythm (capacity/queue management, performance reporting, action tracking) to ensure execution aligns to program design and desired outcomes. • Own performance management to the SCM deal model for WO Associates (SLAs, productivity, quality, cost-to-serve), including productivity definitions/targets/reporting, and the productivity assumptions needed to support future deal modeling and pricing. • Identify, prioritize, and deliver productivity improvements (process, standard work, workflow optimization, and enablement) that reduce cost-to-serve and increase GM% year over year. • Maintain all program standard work and workflows, including client SOP documentation/updates; translate client rules into operational steps, training, and QA criteria. • Own end-to-end execution performance and quality controls, including backlog health, cycle time, exception/escalation management, QA auditing, and corrective actions through coaching and process updates. • Oversee Not-to-Exceed (NTE) compliance, including monitoring, controls, and audits; ensure audit readiness and timely remediation of findings. • Own and supervise Planned Maintenance (PM) programming for all SC Managed accounts, ensuring consistent execution, scheduling adherence, and reporting. • Provide strong, dynamic leadership that mentors, develops, and guides team members; set expectations, measure performance, and create clear accountability to standards. • Partner cross-functionally to standardize work, resolve systemic issues, and scale best practices across SC Managed operations.

🎯 Exigences

• Bachelor's degree or equivalent years of related experience required. • 7+ years of experience in operations leadership (managed services, workflow operations, shared services, service operations, or similar); people management experience preferred. • Demonstrated ability to design and run an operations program, including governance and KPI management (productivity, quality, SLAs), standard work/workflow design (SOPs/playbooks, training/enablement, change control), and cross-functional partnership (including Call Center leadership). • Strong analytical and problem-solving skills with the ability to manage to a deal model (productivity, SLA performance, backlog health, cycle time, cost-to-serve, quality) and deliver continuous improvement that reduces rework and increases consistency. • Experience with compliance controls and audits (e.g., policy adherence, client requirements, financial/approval guardrails such as NTE) and strong written/verbal communication skills to translate requirements into clear operational standards. • Project/program management skills and ability to lead initiatives with multiple stakeholders and competing priorities; proficient in Windows-based applications and comfortable learning workflow tools. • Preferred: familiarity with work order and planned maintenance operations (triage, dispatch coordination, status management, escalations, documentation quality) and/or facilities maintenance services.

🏖️ Avantages

• generous medical, dental, and vision insurance • life insurance • 401k with match • flexible time-off policy • paid parental leave