We're seeking an experienced Operations Manager to oversee our North American installation network for the Amazon Key for Business offering. In this role, you'll work through a team to build, manage, and scale relationships with access control installers. This will be crucial to successfully integrating our Key for Business technology for our customers.
You'll collaborate closely with cross-functional groups including Sales, Training, and Engineering. Together, you'll drive reliable product installations and deliver great customer experiences. Using data and customer insights, you'll design and implement successful programs and strategies.
This is a highly collaborative role, with the feel of a startup within a larger company. You should thrive in tackling ambiguous strategic challenges, using data to inform your decisions. Proven experience in managing installer/partner networks and delivering customer-impacting initiatives is essential.
Key job responsibilities
-- Oversee and manage a network of third-party installation and support technicians for Amazon Key for Business.
-- Ensure adherence to Standard Operating Procedures (SOPs) and quality standards across all technician groups.
-- Proactively manage technician capacity to meet current and projected demand.
-- Oversee onboarding and training for new technician teams.
-- Develop and implement performance management programs for technician teams, including scorecards and feedback mechanisms.
-- Monitor the health and performance of Amazon Key for Business devices.
-- Diagnose and troubleshoot device issues, either remotely or by dispatching technicians.
-- Own the resolution process for device-related problems, ensuring timely and effective repairs or replacements.
-- Proactively identify potential device issues and implement preventative maintenance measures.
-- Develop and maintain key performance indicators (KPIs) to track the effectiveness of installation and support operations.
-- Analyze data to identify operational bottlenecks and recommend solutions for optimization.
-- Negotiate contracts with third-party technician teams, ensuring competitive pricing and service level agreements.
-- Build and maintain strong relationships with vendors.
-- Evaluate vendor performance and address any performance gaps.
-- Collaborate effectively with internal teams including sales, product, and engineering.
-- Communicate effectively with stakeholders at all levels, providing updates and seeking input.
-- Contribute to the development and improvement of Amazon Key for Business processes and products.
-- Stay informed about industry best practices and emerging technologies in the field of installation and support services.
BASIC QUALIFICATIONS
-- Bachelor's degree in a relevant field (e.g., Operations Management, Business Administration) or equivalent work experience
-- 5+ years of experience managing and overseeing field-based technical teams or installation/support operations
-- Demonstrated experience in developing and implementing performance management programs and KPIs
-- Strong problem-solving and analytical skills, with the ability to identify and address operational bottlenecks
-- Excellent written and verbal communication skills, with the ability to effectively liaise with internal and external stakeholders
-- Proficient in using data analysis tools and software to generate reports and drive data-informed decision making
-- Proven track record of building and maintaining strong vendor relationships
PREFERRED QUALIFICATIONS
-- 5 years experience specifically in the access control industry
-- Familiarity with Amazon Key for Business or similar smart home/access control products and services
-- Proven ability to negotiate and manage third-party vendor contracts, including SLAs and pricing
-- Experience in leading the onboarding and training of new technician teams
-- Strong understanding of installation and support operations in the context of smart home or IoT technologies
-- Demonstrated ability to collaborate cross-functionally with sales, product, and engineering teams
-- Certification in project management, operations management, or a related field
-- Experience in developing and implementing preventative maintenance strategies
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