Ops Leader - Global Tech Support

Schneider Electric; Boston (MA); On-site; USD 102,000 - 152,000; Full time

Benefits offered by this job

Medical benefits

Dental & vision

Flexible work arrangements

Paid time off

Paid holidays

Well-being programs

Job summary

Schneider Electric is seeking an experienced Assistant Operations Manager to lead a global Technical Support organization. You will work with Operations Managers to drive excellence, support frontline teams, and achieve key business objectives.

The role requires strong leadership, customer focus, analytics, and discipline to support multiple products and technologies across locations. Expect collaboration with cross-functional teams and a focus on continuous improvement.

Qualifications

• Bachelor's degree or higher in a related field.
• 3+ years of people leadership experience in customer or technical support, operations, or similar.
• Experience managing performance metrics and 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 meet service levels and objectives.
• Coach and develop technical support professionals across locations.
• Monitor KPIs, SLAs, quality metrics, and customer satisfaction.
• Identify operational challenges and implement corrective actions for efficiency and outcomes.
• Partner with Operations Managers on workforce planning and resource allocation.
• Lead employee engagement and talent development activities.
• Support escalation management for complex cases and high-priority issues.
• Ensure compliance with processes, policies, and quality standards.
• Lead continuous improvement initiatives to boost productivity and customer experience.
• Collaborate with Field Services, Quality, Training, HR, and Business Leadership.

Skills

Leadership & coaching

Customer focus

Operational excellence

Decision making

Data-driven problem solving

Conflict resolution

Change management

Collaboration & stakeholder management

Continuous improvement mindset

Education

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

Tools

CRM systems

Reporting tools

Job description

Schneider Electric is seeking an experienced Assistant Operations Manager to lead a global Technical Support organization. You will work with Operations Managers to drive excellence, support frontline teams, and achieve key business objectives.

The role requires strong leadership, customer focus, analytics, and discipline to support multiple products and technologies across locations. Expect collaboration with cross-functional teams and a focus on continuous improvement.