**Description** **JOB PURPOSE:** The Senior Manager, Strategic Contact Center Operations will lead strategic contact center teams to deliver an exceptional customer experience. The role will focus on creating and driving transformation initiatives and delivering premier experience for top customers to ensure their needs are exceeded, both proactively and reactively. This position is expected to execute the strategic plan by process alignment, continuous improvement, and people development. This position will be heavily customer and external facing. This is an onsite position that may have the potential to become a Hybrid schedule in the future. **ESSENTIAL FUNCTIONS & RESPONSIBILITIES** _To perform this job successfully, an individual must be able to perform each of these essential functions at a satisfactorily level._ _Other essential and non-essential functions may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._ + Leads transformation initiatives to deliver enhanced, prioritized customer experience and improve operational efficiency. + Collaborate with premier customers to understand their unique needs and tailor services accordingly. + Develop and implement strategies to improve customer engagement and loyalty. + Acts as a liaison between premier customers and internal teams to ensure seamless service delivery. + Monitors and evaluates the impact of transformation initiatives on customer experience and operational performance. + Drives team performance to established KPIs. + Focuses on operational processes and gaps. Has a continuous improvement mindset. + Responsible for efficiency improvements and implementation of strategic operations initiatives. + Leads team in continuous customer experience improvements. + Leads with priority to coaching and development of team members. + Builds and maintains strong cross-functional partnership and relationships, both internally and with key customer contacts. + Drives employee engagement and retention. + Responsible for assets, expenses, and ensures operating budgets are met. + Responsible for performance reviews, counseling/disciplinary actions, and additional personnel decisions. + Establishes policies and procedures to meet a high-quality standard. + Performs all other duties assigned by Management. **SUPERVISORY RESPONSIBILITIES:** The position is a manager of managers and works under general direction of the Vice President of Call Centers, exercising discretion and independent judgment with respect to matters of significance in the department. This position interacts with both internal and external customers. **MINIMUM REQUIREMENTS:** + Education: Bachelor’s Degree preferred. Or commensurate experience + 7+ years operations or equivalent experience + Minimum 7+ years in leadership, supervisory or managerial level experience with an emphasis on employee development and process improvement + Experience in call center transformation and change management, including examples such as: + Leading a project to redesign the call center's workflow to enhance efficiency and reduce call handling times. + Design and implement an enhanced customer experience model for premier customers. + Introducing and/or leveraging AI with agents to improve experience for technicians and the customer + Developing and launching a mobile application to provide customers with easier access to services and support. + Overhauling the training program to include digital tools and resources, resulting in improved employee performance and customer satisfaction. + Introducing automation in call routing to optimize resource allocation and reduce wait times. + Launching a ticketing-based help desk model that improved customer experience. **Skill Sets:** + Demonstrated knowledge of Microsoft Office applications + Strong proficiency in Windows and PC-based applications + Proven experience using AI tool (Co-pilot, etc.) + Experience in implementing operational systems **Other Requirements:** + Experience troubleshooting and/or resolving complex problems and issues (i.e., technical) + Demonstrated knowledge of the technology industry and general business management + Highly self-motivated with strong problem-solving skills. + Ability to organize, prioritize, and deliver in a fast-paced environment. + Superior follow-up and attention to detail skills + Flexibility and ability to work in a dynamic environment + Occasionally travel by automobile or commercial airline with overnight stays. **Working Conditions:** + While performing the duties of this Job, the individual is occasionally exposed to wet and/or humid conditions; moving mechanical parts; fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually low to moderate. The individual frequently works in a controlled climate. The individual is occasionally required to travel by automobile and/or commercial airline. The base compensation range for this position is **$120K to $135K p** **er annum** . Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity. **This position is Short Term Incentive eligible. About DRB: As the car care technology leader for 40 years, DRB is the ultimate partner for operators who seek rapid ROI, unparalleled membership growth and unwavering reliability. Our technology is designed to give operators the tools they need to maximize their car care investments. From groundbreaking point-of-sale technology to marketing automation that drives traffic, DRB enables data-led business decisions and scalability that helps car washes thrive while delivering extraordinary customer experiences. Choosing DRB means connecting with a partner that is A Vontier Company committed to car wash business success. Learn why leading car wash operators choose DRB: www.drb.com Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com . The company in which you have expressed employment interest is a subsidiary or affiliate of Vontier Corporation. The subsidiary or affiliate is referred to as “Vontier Company”. Vontier is proud to be an equal opportunity employer. We strive to build inclusive environments and ensure equitable access, opportunity, and treatment for all. Vontier does not tolerate discrimination and harassment of any kind based on race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, sexual orientation, marital status, disability, veteran status, citizenship status, gender identity or expression, gender information and any other characteristics protected by law. We make hiring decisions based on your experience and skills. Vontier is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation in the application or interview process, you may contact us at e-mail vnttalentacquisition@vontier.com. Equal Opportunity Employer (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) DRB (A Vontier Company) is the leading provider of technology-enabled devices and software solutions to the North American car care industry. WHAT WE DO: enabling the future of vehicle care – wherever the road takes you. WHY WE DO IT: To fuel our client’s growth with connected, data-led technology, driven by our spirit of innovation and commitment to excellence. \#LI-Onsite \#LI-KS1 Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor. The company in which you have expressed employment interest is equal opportunity employer that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.