Assistant Operations Manager

Schneider Electric; Raleigh (NC); On-site; USD 102,000 - 152,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Retirement plan

Career development

Job summary

Schneider Electric seeks an Assistant Operations Manager to lead an international Technical Support organization, partnering with Operations Managers to drive excellence, support frontline teams, and improve customer experience across products and technologies.

The role emphasizes coaching, KPI tracking, workforce planning, and continuous improvement in a fast-paced environment with remote international teams.

Qualifications

• Bachelor's degree or higher in engineering, business administration, information technology, or related field.
• 3+ years of people leadership experience in customer support, technical support, operations, or related environment.
• Experience managing performance metrics and operational KPIs.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder management abilities.
• Proven ability to coach, motivate, and develop employees.
• Advanced English communication skills (written and verbal).

Responsibilities

• Support daily operations of multiple technical support teams to ensure service levels and business objectives are achieved.
• Coach, develop, and support technical support professionals in different locations.
• Monitor operational performance through KPIs, SLAs, quality metrics, and customer satisfaction results.
• Identify operational challenges and implement corrective actions to improve efficiency and customer outcomes.
• Partner with Operations Managers on workforce planning, resource allocation, and organizational initiatives.
• Drive employee engagement, development planning, and talent growth activities.
• Support escalation management for complex customer situations and high-priority cases.
• Ensure compliance with operational processes, policies, and quality standards.
• Lead continuous improvement initiatives to enhance productivity and customer experience.
• Collaborate with cross-functional stakeholders including Field Services Organization, Quality, Training, HR, and Business Leadership.

Skills

People leadership

Communication

Problem-solving

Analytical thinking

Coaching

Stakeholder management

Education

Bachelor's degree in Engineering, Business Administration, Information Technology, or related field

Tools

CRM

Case management

Reporting tools

Job description

We are seeking an experienced and motivated Assistant Operations Manager to help lead an international high-performing Technical Support organization. In this role, you will work closely with Operations Managers to drive operational excellence, support frontline technical teams, improve customer experience, and ensure achievement of key business objectives.

The successful candidate will combine strong leadership skills, customer focus, analytical thinking, and operational discipline to support a fast-paced technical support environment serving customers across multiple products and technologies.

What Will You Do?

• Support daily operations of multiple technical support teams to ensure service levels and business objectives are achieved.
• Coach, develop, and support technical support professionals in different locations.
• Monitor operational performance through key performance indicators (KPIs), service level targets, quality metrics, and customer satisfaction results.
• Identify operational challenges and implement corrective actions to improve efficiency and customer outcomes.
• Partner with Operations Managers on workforce planning, resource allocation, and organizational initiatives.
• Drive employee engagement, development planning, and talent growth activities.
• Support escalation management for complex customer situations and high-priority cases.
• Ensure compliance with operational processes, policies, and quality standards.
• Lead continuous improvement initiatives that enhance productivity, customer experience, and team effectiveness.
• Collaborate with cross-functional stakeholders including Field Services Organization, Quality, Training, HR, and Business Leadership.

Qualifications

Required

• Bachelor's degree in Engineering, Business Administration, Information Technology, or a related field.
• 3+ years of people leadership experience in customer support, technical support, operations, or a related environment.
• Experience managing performance metrics and operational KPIs.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder management abilities.
• Proven ability to coach, motivate, and develop employees.
• Advanced English communication skills (written and verbal).

Preferred

• Experience in technical support, customer service operations, contact center management, or engineering support organizations.
• Experience leading continuous improvement initiatives.
• Experience leading a remote international team.
• Knowledge of workforce management, performance management, and operational excellence methodologies.
• Familiarity with CRM, case management, and reporting tools.
• Proficiency in Spanish and/or French.

Key Competencies

• Leadership and coaching
• Customer focus
• Operational excellence
• Decision making
• Data-driven problem solving
• Conflict resolution
• Change management
• Collaboration and stakeholder management
• Continuous improvement mindset

Why Join Us?

• Opportunity to lead and develop talented technical professionals.
• Exposure to global operations and customer-facing leadership.
• Career growth and development opportunities.
• Inclusive, collaborative, and innovation-driven culture.
• Ability to make a direct impact on customer experience and operational performance.

Success Measures

Success in this role will be measured through:

• Achievement of operational and customer satisfaction targets.
• Employee engagement and talent development outcomes.
• Service level and productivity performance.
• Quality and process compliance results.
• Successful execution of improvement initiatives and business priorities.

Bring your leadership and technical expertise to a team that's ready to welcome you!

At Schneider, we believe that every employee is a talent who deserves equal opportunities. This means you matter. Every individual needs to feel valued, supported, and treated fairly to do their best work.

Our Total Rewards is our way of saying: “We see you. We value you”. It’s more than just pay and benefits- it’s a meaningful investment in you. It is designed for you to perform, grow, feel safe, and elevate your potential to shine as an impact maker.

For this U.S. based position, the expected pay range is USD 101,600 - USD 152,400 per year. This pay range includes base pay and short-term incentives. The compensation range for this full-time position applies to candidates located within the United States. Our pay ranges are determined by reviewing roles of similar responsibility and level. Within the pay range, individual pay is determined by several factors including performance, knowledge, job-related skills, experience, and relevant education or training.

Schneider Electric is there when it matters most to you

Our Total Rewards package outlines all the benefits and support you’ll enjoy as part of the Schneider Electric team:

• Care for Yourself and Your Family. We ensure you feel secure with benefits that help you and your family thrive: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year.
• Invest and Plan Your Future. We help you plan and invest for the future with competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match.
• Grow Your Skills and Career. We support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera.
• Team Up in the Workplace. We encourage collaboration, recognition, sharing your voice, and an inclusive workplace.
• Support Your Community. We make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.

If you believe this job posting is not compliant with applicable state pay transparency laws in the U.S., please notify the Company as soon as possible upon discovery by completing this form Job Posting Compliance Form.

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

€40 billion global revenue

+9% organic growth

150 000+ employees in 100+ countries

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status or any other legally protected characteristic or conduct.