Job details

Existing Customer Operations Team Manager

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Position Overview

The Area Existing Customer Manager supports the strategy, development and execution of the regional business plan and human capital strategy for the Existing Customer channel. This position is accountable for developing action plans to meet or exceed goals for their area within the EC channel. He/she must be adept at building engagement and alignment through strong people leadership, including exceptional talent development, and effective communication and collaboration. He/she will collaborate and input with functional leadership to support growth and development of operations teams in the territory. This role will lead channel growth activities for field operations.

Major Responsibilities: Manages frontline EC managers & AAMs; owns EC SAC, P&L & inventory outcomes

Drive results by leading by example, building strong relationships, and influencing teams of frontline operations and admin managers. Providing clarity of vision and expectations for execution; role modeling effective coaching and performance feedback, prioritizing resources; and facilitating alignment of the teams.
Support execution of a strong talent management plan including talent assessment, selection, empowerment, coaching, motivation and retention of top talent; builds and develops succession plans and pipeline of talent.
Cultivate employee engagement and positive employee relations environment through robust and regular employee communications, performance feedback, reward and recognition culture, and focused employee development.
Employ a diverse and creative communications framework to align managers, reps, sales support and ops teams and generate understanding and commitment to achieving the business plan.

Functional

Directs revenue growth and profitability of the overall operation for a designated area.
Oversees inventory processes are efficient and creates positive outcomes
Plans and coordinates the activities of the service and installation operations for an area.
Maintains a high level of quality and timely service to customers for maximum retention.
Develops and maintains liaisons with appropriate public safety officers, sub-contractors, associated industry contacts.
Execute operating efficiencies and dynamics for successful operations programs and processes. Ensure consistency in field operations and field sales process(s).
Collaborate with other Business Units to deliver the best solutions to our employees and customers to increase acquisition, decrease attrition, reduce Subscriber Acquisition Cost (SAC), Cost to Serve (CTS) and deliver flawless service.
Assist in creating and launching new products, services, programs to satisfy market demands and take advantage of new market opportunities.
Recommend innovative solutions and demonstrates strong commitment for ADT to continue improving the customer experience, while fostering a culture that demonstrates ADT’s responsibility to its employees, community and our mission of creating customers for life.

Management

Participates in forecasts and budgets for Area; provides regular reporting and communication to other key stakeholders.
Ensures compliance and the highest ethical standards in all processes, ensure all employees have safe environment.

Knowledge, Skills and Abilities:

Education:

4-year college degree in business administration, marketing, operations or other related field of discipline or equivalent experience
Minimum 5 years of operations and operations management experience
At least 3 years of experience in leadership operations
Assessing, coaching, and developing talent and managing multi-disciplinary organizations
Establishing business direction and executing strategy development and implementation
Leading a significant business unit of similar size; scoping, designing, and implementing business solutions to build/grow a market.
Influencing business decisions in a highly matrixed organization.

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About Existing Customer Operations Team Manager, ADT

Are you ready to take your leadership skills to the next level with a dynamic company? As the Existing Customer Operations Team Manager at ADT in Springfield, Virginia, you will play a vital role in developing and executing the regional business plan for our Existing Customer channel. This is no ordinary managerial position; you will be at the forefront of driving results through impactful leadership and collaboration. You’ll be responsible for not just managing frontline EC managers and AAMs, but also for nurturing a productive and engaged workforce. Your expertise will be crucial in planning and coordinating field operations, enhancing customer retention, and overseeing inventory processes. With your knack for talent development, you’ll ensure that your teams are not only hitting their targets but are also empowered and motivated to excel in their roles. Additionally, you’ll work closely with functional leadership to help refine operations and strategies that contribute to our growth. Your ability to communicate effectively with various teams will be essential to align everyone with our business goals. If you are passionate about driving operational success, developing talent, and creating an engaging workplace, this role at ADT is the perfect opportunity for you to shine and make an impact in the lives of your team members and customers alike.

Frequently Asked Questions (FAQs) for Existing Customer Operations Team Manager Role at ADT

What are the primary responsibilities of the Existing Customer Operations Team Manager at ADT?

As the Existing Customer Operations Team Manager at ADT, your main responsibilities will include managing frontline EC managers and AAMs, driving results through effective leadership, developing talent within your teams, and overseeing the operations of the Existing Customer channel. You'll need to coordinate activities for service and installation operations and maintain high-quality customer service to ensure retention.