Full Job Description
Sutherland is seeking an experienced Operations/Account Manager to oversee one of our growing Warranty & Manufacturing programs within our Tech Vertical. The program will focus on B2C residential HVAC technical troubleshooting for smart home applications/thermostats, customer inquiry resolution, warranty registration processing, fee collection, and dealer referrals across our client's residential brands.
In this role, you'll get to:
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
• Improve the company: Make recommendations to enhance processes and boost ease and efficiency
• Define Sutherland's reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
• Empower the workforce: Determine training needs to equip staff with fundamental skills and knowledge
Qualifications
• 5+ years Operations Management experience within the tech domain/vertical - residential HVAC operations leadership is preferred
• Warranty or Manufacturing experience w/in tech space is highly desirable
• Ability to coach, mentor & develop direct reports to meet/exceed client KPIs/metrics
• Must be able to work onsite in Tulsa, OK (must be based in/near Tulsa, OK area)
• Experience managing program headcount of 100 or more
• Open to minimal travel - up to 2x per year on average
• Strong verbal and written communication skills
• Solid business acumen along with client-facing experience
Additional Information
