Support Operations Lead: Tier 1 & Escalations

Vontier; Monterrey; Presencial; MXN 1.049.685 - 1.399.580; Jornada completa

Descripción de la vacante

Vontier in Monterrey seeks a Technical Support Operations Project Manager to lead and improve Tier 1 team performance across various support queues. The successful candidate will help enhance operational control and reduce delays while coordinating efforts between multiple teams.

With a focus on project management, applicants should have a minimum of 5 years of experience, demonstrate expertise in customer support operations, and possess strong communication and analytical skills. Knowledge of AI technologies and familiarity with tools like Power BI is preferred.

Formación

• Minimum of 5 years of project management experience.
• Proficient in English with strong communication skills.
• Experience in technical support operations or service desk.

Responsabilidades

• Coordinate daily Tier 1 operational execution across Team Leads.
• Provide guidance to ensure consistent execution of priorities.
• Monitor queue health and operational risks across Tier 1.
• Partner with QA and Training for follow-up and coaching actions.
• Support continuous improvement initiatives for Tier 1 operations.

Conocimientos

Project management

English communication

Reporting and analytics

Customer support operations

Artificial Intelligence technologies

Power BI

Excel

Cross-functional coordination

Herramientas

Monday.com

Jira

Microsoft Planner

Descripción del empleo

Vontier in Monterrey seeks a Technical Support Operations Project Manager to lead and improve Tier 1 team performance across various support queues. The successful candidate will help enhance operational control and reduce delays while coordinating efforts between multiple teams.

With a focus on project management, applicants should have a minimum of 5 years of experience, demonstrate expertise in customer support operations, and possess strong communication and analytical skills. Knowledge of AI technologies and familiarity with tools like Power BI is preferred.