Global Tech Support Operations Leader

Schneider Electric; Nashville, Northern (TN, KY); Hybrid; USD 102,000 - 152,000; Full time

Benefits offered by this job

Base salary

Incentives

Company share ownership

401(k) with match

Job summary

Schneider Electric is seeking an Assistant Operations Manager in Nashville to help lead a global technical support organization. You will work with Operations Managers to drive operational excellence, support frontline teams, and improve customer experiences across multiple products and technologies.

You will oversee daily operations, coach teams across locations, monitor KPIs, and drive continuous improvement while ensuring compliance with quality standards and policies.

Qualifications

• 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).

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, 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 and customer experience.
• Collaborate with cross-functional stakeholders including Field Services Organization, Quality, Training, HR, and Business Leadership.

Skills

People leadership

KPI management

Analytical thinking

Communication

Coaching

English proficiency

Education

Bachelor's degree

Tools

CRM

Case management

Reporting tools

Job description

Schneider Electric is seeking an Assistant Operations Manager in Nashville to help lead a global technical support organization. You will work with Operations Managers to drive operational excellence, support frontline teams, and improve customer experiences across multiple products and technologies.

You will oversee daily operations, coach teams across locations, monitor KPIs, and drive continuous improvement while ensuring compliance with quality standards and policies.