**Job Family:** Customer Services **Req ID:** 475870 Here at Siemens, we take pride in enabling sustainable progress through technology. We do this through empowering customers by combining the real and digital worlds. Improving how we live, work, and move today and for the next generation! We know that the only way a business thrives is if our people are thriving. That’s why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you? **Transform the everyday with us!** The Digital Industries, Customer Services Business Unit is seeking an exceptional leader to serve as the Director of Operational Support. In this pivotal role, you will be responsible for driving service execution excellence across the organization, overseeing a team of approximately nearly 50 employees organized into 6 functional groups. As the Director of Operational Support, you will provide strategic leadership and tactical management to ensure seamless delivery of our world-class customer services. This position is critical to enabling our customers' success by maintaining the highest standards of quality, efficiency, and responsiveness in our service operations. **We are looking for a Director of Operational Support. This position is remote and can be based anywhere in the continental, US, near a major airport.** **Role Description** + Service Execution and Operational Excellence: + Lead a team of 6 functional group leaders, each responsible for a specific aspect of service execution + Develop and implement strategies to optimize staff utilization, project scheduling, service profitability and synergies across the functional teams + Establish and monitor key performance indicators (KPIs) to drive continuous improvement in service quality and customer satisfaction + Collaborate with cross-functional teams to identify and address operational bottlenecks, ensuring efficient and effective service execution + Work with the teams to identify opportunities for process improvements using automation and AICustomer-Centric Service Delivery: + Foster a culture of customer-centricity, empowering the team to anticipate and exceed customer expectations + Leverage data-driven insights to enhance customer experience and identify opportunities for service innovation + Act as a trusted advisor and primary point of escalation for customers, resolving complex issues ensuring customer needs are metTalent Management and Development: + Recruit, develop, and retain top talent to build a high-performing service organization + Implement comprehensive training and upskilling programs to ensure the team maintains technical expertise and service excellence + Cultivate a collaborative, inclusive, and empowered work environment that inspires the team to deliver their best **You’ll win us over by having the following qualifications:** **Basic Qualifications:** + Bachelors degree in a technical or finance field + 10+ years of progressive experience in service operations management. + Demonstrated success in leading service operations within large, complex organizations. + Strong understanding of technology-driven service delivery models. + Proven ability to drive continuous improvement and operational efficiency. + Effective problem-solving and strategic thinking capabilities. + Solid financial management skills, including budgeting and cost optimization. + Excellent communication skills with the ability to engage internal and external stakeholders. + Legally authorized to work in the United States on a continual and permanent basis without company sponsorship **Preferred Qualifications:** + Track record of delivering transformative results through innovation and change leadership. + Experience implementing automation and AI in service delivery processes. + Expertise in change management, including leading teams through organizational transformation. + High level of business acumen, with the ability to align service operations with broader business goals. + Recognized for exceptional leadership, including team development and cross-functional collaboration. + Ability to serve as a trusted advisor to senior stakeholders and clients. **You’ll benefit from:** + Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html **About Siemens:** We are a global technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to sustainable transportation as well as advanced healthcare, we create technology with purpose adding real value for customers. Learn more about Siemens here (https://www.siemens.com/global/en/company.html) . **Our Commitment to Equity and Inclusion in our Diverse Global Workforce:** We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the everyday with us. 126,980 217,680 20 **Organization:** Digital Industries **Job Type:** Full-time **Category:** Customer Services