Zone Operations Manager, Customer Care Center - Cary NC

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For everyone.

Everywhere.

Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality.

We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

This role is well suited to an experienced people and operations leader who thrives in a fast-paced, customer-focused environment.

As a Zone Operations Manager, you will have ownership of service delivery performance within your assigned zone.

You will lead the people and daily operations of the CCC while partnering across Field Service and other teams to ensure customer commitments are met.

Success is measured not only by CCC execution, but by the overall service outcomes experienced by our customers.

You will be responsible for:
People Leadership & Development


* Lead, coach, and develop CCC employees through clear expectations, regular feedback, performance management, and development planning.


* Support hiring, onboarding, training, engagement, and succession planning while fostering an inclusive and accountable team culture.

Zone Performance & Service Delivery


* Own overall service delivery performance for the zone, with accountability for customer commitments, operational outcomes, and the end-to-end customer experience.


* Maintain an end-to-end view of service delivery, connecting dispatch, scheduling, backlog, field capacity, customer communication, and execution.


* Use operational data to identify risks and performance gaps, align priorities and resources, and drive action across organizational boundaries through resolution.

Customer & Cross-Functional Partnership


* Partner with Field Service and regional leadership to improve customer outcomes, rather than optimizing individual processes or functional metrics in isolation.


* Resolve significant customer, field, employee, and operational escalations in partnership with CCC leadership and cross-functional teams.


* Lead zone performance discussions, ensuring issues have clear ownership, actions, and follow-through through resolution.

Governance, Improvement & Change


* Ensure adherence to established processes, quality requirements, policies, and operational standards.


* Identify root causes and lead sustainable improvements that simplify, standardize, or automate work.


* Lead employees through process, technology, and organizational change while maintaining continuity of customer support.

The Key Working Relationships for this position:


* Customer Care Center leadership and frontline teams


* Regional and Zone Field Service Leadership


* Workforce Management, Quality, Training, and Process Engineering


* Cross-functional Service Operations and business partners

This position may suit you best if you are familiar with what is below:


* P...