Customer Service Manager II

Assa Abloy Ab; Austin (TX); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Competitive salary

Benefits & annual leave

Inclusive culture

Career development opportunities

Job summary

HID Global, a leader in security technology, is seeking a Customer Service Manager II in Austin, TX to lead the Customer Operations teams. You will manage daily operations, drive SLA and CSAT metrics, and escalate critical issues while developing a high-performing, cross-functional team.

You’ll partner with Sales, Operations, Finance, and Product to resolve issues, forecast capacity, and implement process improvements that enhance customer experience and operational efficiency.

Qualifications

• Bachelor’s degree or equivalent combination of education and professional experience.
• Five+ years of experience in customer service, order management, account operations, or customer support.
• Three+ years of experience leading, coaching, and developing teams.
• Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.
• Demonstrated success in coaching and developing employees to achieve performance and service goals.
• Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.
• Strong data analysis and reporting skills with the ability to drive decisions through metrics and insights.
• Experience with capacity planning, workload forecasting, and resource optimization.

Responsibilities

• Lead daily customer operations, forecasting capacity, prioritizing work, and ensuring timely responses.
• Own key performance metrics: SLA, backlog aging, CSAT, first-contact resolution, and case/order accuracy.
• Serve as senior escalation point for order status, pricing, freight, billing, and delivery issues.
• Coach and develop team members through regular feedback and performance improvement plans.
• Monitor queue health, staffing, schedule adherence, and capacity to mitigate service risks.
• Recruit, onboard, train, and cross-train team members for a high-performing support organization.
• Lead quality audits, root-cause analysis, and corrective actions for continuous improvement.
• Collaborate with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve issues.
• Translate customer insights into actionable process improvements.

Skills

Customer service management

Team leadership

Data analysis

Capacity planning

Cross-functional collaboration

Process improvement

Multi-site leadership

Education

Bachelor's degree or equivalent

Tools

Salesforce

Oracle

Job description

An Amazing Career Opportunity for a Customer Service Manager II!! Location: Austin, Texas Job ID: 51492 The Customer Service Manager II leads the Customer Operations teams supporting order management, case resolution, and customer service for commercial and strategic accounts. Accountable for service performance metrics, including SLA compliance, backlog health, quality, customer satisfaction, coverage, and escalations. Builds and develops high-performing teams while collaborating across the business to resolve issues, improve processes, protect customer commitments, and enhance the overall customer experience.

Who are we? HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo Physical Access Control Solutions (PACS): HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference? Join us and help shape the future of security.

As our Customer Service Manager II, you’ll support HID’s success by: Leading daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses. Owning key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy. Serving as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery. Coaching and developing team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans. Monitoring queue health, staffing levels, schedule adherence, and team capacity to proactively identify and mitigate service risks. Recruiting, onboarding, training, developing, and cross-training team members to build a high-performing and flexible support organization. Leading quality audits, conducting root-cause analysis, and implementing corrective actions to drive continuous improvement. Utilizing CRM and ERP data to track performance metrics, maintain operational scorecards, and identify trends. Partnering closely with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer-impacting issues. Strengthening the voice-of-customer feedback loop by translating customer insights into actionable improvements. Driving process optimization initiatives that enhance efficiency, service quality, and overall customer experience.

Your Experience and Background include:

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• Five or more years of experience in customer service, order management, account operations, or customer support.
• Three or more years of experience leading, coaching, and developing teams.
• Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.
• Demonstrated success in coaching and developing employees to achieve performance and service goals.
• Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.
• Strong data analysis and reporting skills, with the ability to drive decisions through metrics and insights.
• Experience with capacity planning, workload forecasting, and resource optimization.
• Track record of leading cross-functional initiatives and process improvement efforts across multiple business functions.
• Experience leading multi-site or regional customer operations teams in complex, customer-facing environments is preferred.
• Proven ability to support products with complex configurations, pricing structures, or strategic account requirements is preferred.
• Hands-on experience with Salesforce, Oracle, or comparable CRM and ERP platforms is preferred.
• Lean, Six Sigma, project management, or change management experience preferred is preferred.

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply. Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes. Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.

If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact [e-mail].

Immigration Sponsorship Not Available Applicants for this position must be currently and legally authorized to reside and work in the hiring country. HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position. International relocation or remote work arrangements outside of the hiring country will not be considered.

At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in résumés and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete.

We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

#LI-HIDGlobal We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. #LI-HIDGlobal

We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. #LI-HIDGlobal