Service Operations & Quality Manager

Cerence; United States; Remote; USD 95,000 - 130,000; Full time

Job summary

A leading company in automotive voice and AI solutions is seeking an Operations Manager. This role involves coordinating major incidents, leading teams, and ensuring the effective management of processes. Candidates should have strong crisis management skills and extensive experience in high-stakes environments.

Qualifications

• 7+ years’ experience in a senior/supervisory role.
• Practical experience in incident, problem, and change management.
• Experience in high-transaction, high-availability environments preferred.

Responsibilities

• Coordinate major incidents and provide out-of-hours support.
• Oversight of problem management and training of incident managers.
• Monitor team performance and ensure process adherence.

Skills

Crisis Management

Communication Skills

Leadership

Organizational Skills

Decision-Making

Education

ITIL Certification

Job description

A Moving Experience.

Operational Responsibilities

• Major incident coordination including out-of-hours support.
• Facilitating knowledge management for the team, ensuring knowledge articles are updated and current.
• Ensuring that internal and external customer expectations are always met by the team.
• Overseeing problem management activities; identifying and reporting recurring incidents and service-impacting issues.
• Operational onboarding of new processes.
• Validating daily tickets and supporting documentation produced by the department to meet expected standards.

Team Leadership Responsibilities

• Interviewing new hires.
• Mentoring incident managers on customer service, problem and change management, and process adherence.
• Monitoring and reporting on team performance and training.
• Ensuring own and department tasks are completed on or before deadlines.
• Supporting Operations Centre Manager with shift administration for Pune team.

Skills and Experience

• Strong skills in producing policies, procedures, reports, and metrics.
• 7+ years’ proven experience in a senior/supervisory role with a track record in crisis management.
• ITIL certification and practical experience in incident, problem, and change management, with a strong understanding of SLAs, OLAs, and performance metrics.
• Excellent crisis management skills—able to lead, direct others, and remain calm under stress.
• Ability to influence and lead technical discussions with support groups.
• Quick information assimilation and informed decision-making skills.
• Experience managing senior and executive stakeholders in stressful situations.
• Knowledge of multi-platform technology environments.
• Leadership skills to guide virtual crisis teams.
• Excellent organizational and communication skills, both verbal and written.
• Experience in high-transaction, high-availability, 24x7 mission-critical environments preferred.
• Mentoring and training experience.
• Ability to prioritize, delegate, and complete tasks efficiently.

Cerence Inc. (Nasdaq: CRNC) is a leader in automotive voice and AI solutions, working with top automakers worldwide. Join our passionate team and be part of innovation in a rapidly growing industry.

We are an Equal Opportunity Employer committed to diversity and inclusion. All employees must adhere to security policies and data privacy standards.