Manager, RSSDWhat you'll do:- Provide day-to-day operational oversight of RSSD.
- Own service desk performance, staffing, ticket flow, queue management, and SLA achievement.
- Ensure effective management of incident, request, email, voicemail, and chat support channels.
- Manage after-hours escalation processes and operational coverage requirements.
- Act as the senior operational escalation point for critical store incidents.
- Oversee P1/P2 single-store incident management and communications.
- Coordinate with infrastructure, application, vendor, and support teams to restore service.
- Drives operational improvement actions
- Monitor key service metrics including SLAs, First Call Resolution, customer experience, backlog, and aging tickets.
- Review operational trends and establish corrective actions when performance falls below target.
- Provide regular reporting and performance updates to leadership.
- Serve as the operational source of truth for RSSD service delivery metrics.
- Lead contact center agents, supervisors, team leads, analysts, and specialized support functions.
- Manage hiring, onboarding, scheduling, coaching, performance management, and workforce planning.
- Ensure training, knowledge management, and quality assurance processes are in place.
- Build team capability to support evolving store technologies and operational needs.
- Improve service desk processes, call handling, escalation models, and support workflows.
- Drive self-service enablement, and knowledge base maturity.
- Support automation, AI, reporting, and operational transformation initiatives.
- Lead transition planning for new projects and store technology rollouts entering support.
- Partner with Store Operations, Dealers, Product Teams, Infrastructure Teams, and external vendors.
- Coordinate communications during major incidents and service disruptions.
- Represent RSSD in governance forums and operational reviews.
What you bring:- Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
- 10+ years of progressive leadership experience in retail technology, IT operations, service management, or contact center environments.
- 5+ years leading large operational teams, including service desk, call center, incident management, or technology support functions.
- Proven experience managing business-critical technology platforms and operational support teams in a multi-site retail environment.
- Strong understanding of ITIL, service management, incident response, problem management, and operational governance.
- Experience improving contact center performance through workforce management, service level optimization, quality assurance, knowledge management, and process improvement.
- Demonstrated ability to lead large-scale operational transformations while maintaining service stability and stakeholder confidence.
- Strong financial, vendor management, and experience.
- Excellent executive communication and stakeholder management skills with the ability to influence senior leaders, business partners, dealers, and vendors.
- Experience supporting retail technologies such as POS, self-checkout, store systems, mobility, dealer-facing applications, and emerging digital solutions is considered an asset.
We're always looking for great talent! In addition to competitive pay, we offer:
- Comprehensive benefits and retirement programs
- Performance incentives, Continuing Education Programs
- Other perks to support your well-being
- Career growth opportunities and product discounts
Broadband Salary Range: $79,000- $131,000.
Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role.
This posting represents an existing vacancy within our organization.
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
