Sr Manager End User Operations

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

Position Summary

The Senior Manager of End User Operations is accountable for planning, organizing, managing, and delivering quality customer support and driving change in the organization with a continuous improvement mindset. Providing a strategic guidance and road map for the team from staffing, technology, asset management, deployment, and IT related procurement perspective. Leadership support for financial spend, planning for future year budget both from maintenance & any capital enhancement aspects. Mentor the team on executive support aspect and set appropriate expectation. Responsible in mentoring leaders within the team for career development and progression. Provide guidance to the team for any software purchases via business purchase card working closely with supply chain team & ensure to get an amendment from procurement analyst before using the p-card for payment. The manager in this role is tasked with developing the teams that deliver a top tier customer experience through desktop support and our IT Service Desk.

Grade: 19

Deadline to apply: Open until filled

Tasks and Responsibilities

Minimum Knowledge and Abilities

Experience leading teams in an application support, SaaS customer support, or call center environment with people development responsibilities.

Experience in the Information Technology support center is preferred.

Ability to build and maintain successful teams with varied talent and skill sets.

Proven ability to work independently as a support and people leader providing strategic input to develop and grow the talent of the support staff.

Ability to work in a fast-paced, collaborative, customer-focused, project-oriented environment with the ability to own areas of the support team with minimal supervision.

Highly organized with the ability to manage and drive change.

Demonstrated experience managing customer service process improvements with measurable positive outcomes.

Possess a passion for customer service, exceeding goals, and leading change management.

Ability to retrieve, document, interpret and analyze data to derive key insights, trends and process improvement recommendations.

Possess exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities.

Experience in measuring data and Key Process Indicators (KPIs) to drive continual process improvement.

Experience leading a remote workforce.Preferred Qualifications

Making Accurate Judgments and Decisions

Managing Resources

Driving Projects to Completion

Inspiring and Motivating Others

Prioritizing and Organizing Work

Evaluating and Implementing IdeasMinimum Education

Bachelor’s degree in technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered.Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.

Ability to travel to and from meetings, training sessions or other business related events. After hours work may be required.Physical Demands

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

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