We are seeking a highly motivated and experienced Senior Manager to oversee our Contact Center Operations and Service Network Support. The ideal candidate will lead a team of Floor Operations Supervisors, optimize processes and workflows, introduce technology and innovation, and enhance our service network partnerships. **Key Responsibilities:** **_Leadership & Team Management_** + Lead and mentor a team of Floor Operations Supervisors to ensure efficient management of daily operations. + Foster a collaborative and high-performance culture within the team. **Process Optimization & Workflow Management** + =Optimize processes and workflows across all Contact Center teams to improve efficiency and service quality. + Develop and implement strategies to streamline operations and reduce turnaround times. **_Technology & Innovation_** + Introduce and leverage advanced technologies to enhance contact center operations. + Promote continuous improvement through innovative solutions and best practices. **_Service Network Partnership_** + Partner with Service Operations Managers (SOMs) and the service provider field network to foster strong service partnerships. + Ensure issues are resolved promptly and "fixed right on the first visit" to drive customer satisfaction. **_Operational Oversight_** + Oversee day-to-day operations, coordinating closely with Fountain Operations, the service network, and various internal teams including the BAST team and READ team. + Monitor performance metrics and ensure alignment with organizational goals and objectives. **Qualifications:** + Minimum of 3-5 years of experience in contact center operations or service operations management. + Proven experience in leading and managing teams. + Strong analytical and problem-solving skills with a focus on process improvement. + Experience with implementing and managing technology-driven solutions. + Excellent communication and interpersonal skills. + Preferred Skills: + Familiarity with service network management and field service operations. + Proficiency in using contact center software and tools. + Working Conditions: + 25% Travel: This position will require occasional travel to various service provider locations. + Flexibility in working hours to oversee contact center operations across different time zones. **What We'll Do for You:** + Provide a challenging and fulfilling role at the heart of our global supply chain operations, complete with a competitive remuneration package. + Offer opportunities for professional development in a company that encourages growth, innovation, and leadership. + Cultivate a work environment that values collaboration, individual contributions, and the delivery of quality results. + Ensure you have the resources and support required to make substantial impacts, achieving both personal and professional milestones with us. **Skills:** Influencing; organization Pay Range:$114,000 - $139,000 Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Annual Incentive Reference Value Percentage:15 Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.