Operations Solution Center Manager
At Trane Technologies we Challenge the Possible. Our brands – including Trane® and Thermo King®– create access to cooling and comfort in buildings and homes, transport and protect food and perishables, connect customers to elevated performance with less environmental impact, dramatically reduce energy demands and carbon emissions, and innovate with a better world in mind. We boldly challenge what is possible for a sustainable world.
The Operations Solutions Center Manager is responsible for overseeing the daily operations of the Solutions Center, ensuring efficient and effective service delivery, and managing a team of professionals. This role involves strategic planning, process improvement, and collaboration with various departments to enhance operational performance and customer satisfaction.
Key Responsibilities:
- Lead, mentor, and manage a team of Solutions Center staff, including hiring, training, performance evaluations, and professional development.
- Foster a positive and collaborative work environment that encourages teamwork and continuous improvement.
- Manage and execute "run and maintain" activities for Supply Chain, leveraging standardized work processes developed in collaboration with Subject Matter Experts (SMEs) for teams in India and the US
- Monitor key performance indicators (KPIs) and metrics to assess the efficiency and effectiveness of operations.
- Develop and execute strategic plans to improve operational efficiency and customer satisfaction.
- Identify and implement process improvements and standardization opportunities, ensuring operational efficiency across all geographic locations.
- Collaborate with senior management to align Solutions Center goals with overall organizational objectives. Ensure high levels of customer satisfaction by addressing and resolving escalated issues and complaints.
- Monitor customer feedback and use insights to drive continuous improvement.
- Work closely with the Data and Analytics team to identify and implement automation opportunities, enhancing productivity and reducing manual effort.
- Communicate effectively with stakeholders at all levels to provide updates on Solutions Center performance and initiatives.
- Collaborate with the Training Center Team to identify training needs based on operational insights, ensuring teams are proficient in current and new processes.
Qualifications:
- Bachelor’s degree in business administration, Operations Management, or a related field. Master’s degree preferred.
- Minimum of 5 years of experience in operations management, with at least 2 years in a leadership role.
- Proven track record of managing and improving operational processes and customer service.
- Strong leadership and team management skills.
- Excellent analytical and problem-solving abilities.
- Effective communication and interpersonal skills.
- Proficiency in using operations management software and tools.
- Knowledge of industry best practices and regulatory requirements.
We are committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identify, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.