Director Managed & Professional Services (Global)

Remote Work: Hybrid Overview: At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally.

Come make an impact every day at Zebra.

This role will be an integral part of our exciting transformation journey as we merge our Professional Services and Managed Services into a new, unified Global Services organization. You will be responsible for leading a global team of 100+ employees across EMEA, APAC, and the US. In this capacity, you will oversee the work of management engaged in the support of customers encountering problems using the company's products and services, ensuring a seamless and high-quality customer experience across all regions.

This role is based in our Bourne End office (hybrid work - 3 days office, 2 home office)

Responsibilities:

• Translates corporate and business objectives into a strategic business plan for customer support and/or region. Contributes to medium and long-term vision and strategy for function and/or region
• Executes and enables strategic policies and establishes and assures adherence to managing costs and supporting the development of staff and processes
• Directs and controls the activities of customer support through managers within function.
• Demonstrates overall control of planning, staffing, budgeting, managing expense priorities and recommending and implementing changes to business process
• Directs and resolves critical and complex escalations from all points of contact, including customer, partner and internal parts of the organization. Directs regional implementation of the overall strategy for an end to end world class support customer experience
• Ensures resources maintain compliance with quality process and standards and reports analytics and identifies key needs within the structure of the team to maintain the support provided
• Acts as an escalation point to analyze and interpret customer concerns
• Estimates timeframes for complex projects and oversee the completion of assignments within specified time, quality, and cost parameters
• Identifies and executes process improvement and verification activities; develops quality improvement techniques
• Responsible for the team development and support, including implementation and documentation of new projects and merging existing support with new business requirements
• Regularly interacts with executives and/or major customers. Demonstrates excellent customer service, communication, and problem-solving skills

Qualifications:

• 15+ years of total experience in both managed and professional services
• At least 5 years of experience managing global teams of 100 or more employees
• A background in a similar technology space with familiarity of products and services comparable to Zebra's
• Demonstrated ability to interface with management levels across functions
• Advanced strategic and implementation of process improvements
• Excellent leadership skills coupled with a desire and ability for continuous learning/self-development
• Excellent communication skills (listening, providing clear and concise information, using proper language and grammar)
• Demonstrates an understanding of key financial factors
• Experience leading a team to successful business outcomes through strong talent and performance management practices

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