Customer Support Supervisor Jobs Near Me

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Operations Support Supervisor will be responsible for being primarily focused on employee expectations, for managing personnel deliverables, and execution of department goals, and managing and directing the daily work of their team to ensure on-time quality of customer requirements and achievement of business goals. This role will also:

• Leads their respective shared services process team
• Strong collaboration with all business partners to understand the impact of their respective process on all business units
• Follows supervises execution of documented processes and ensures that staff is trained adequately
• Ensures that performance is measured and reported appropriately
• Constantly improving performance in relation to performance metrics
• Educates business partners and customers on the impacts between business processes and business activities
• Collaborates across business processes and business segments to ensure alignment of processes and establish best practices
• Develops and coaches team members, documents development plans, and coaching sessions adequately
• Performs and audits necessary DOA
• Assumes full People Leadership Responsibilities inclusive of: Time & Attendance Management, Recruiting, Team Development & Effectiveness, & Employee Engagement and Creating a Positive Employee Experience

Responsibilities:

• Create and maintain safe working environment and culture within the organization
• Drives customer management, employee management, safety management, interpersonal relationship and leadership skills
• Identify and raise awareness towards process gaps to enable efficiency & effectiveness
• Ensure adherence to a set of quality standards and deliver the best possible customer experience
• Challenge the status quo, analyze processes and take ownership of solution implementation
• Models and enables developmental support of High Impact Behaviors for direct reports
• Operational support management; autonomy to make decisions that impact divisional/department span of control
• Approve expense report and performance evaluations
• Task execution for area of responsibility up to levels defined in Xylem's DOA policy (can be approver of approver)
• Drive a culture of accountability, continuous improvement, and personal excellence
• Engages with other functional areas throughout the organization, such as training, field service, and recruiting, to share ideas and leverage best practices
• Demonstrates leadership behaviors across organizational boundaries of candid communication, collaboration, developing people, embracing DEI and innovation.

Travel Requirements:

• 5%-10%

Driving Requirements:

• N/A

Team Management:

Supervise a team, providing guidance, feedback, and support.

Monitor performance and achievement of goals and KPIs for team members

Foster a positive and collaborative work environment.

Support training programs to keep team members updated on trends and strategies.

High Impact Behaviors:

Strategic Decision Making: A manager must be able to assess complex situations, consider long-term implications, and make decisions that align with the organization's vision and goals. This involves critical thinking, foresight, and the ability to balance various stakeholders' interests.

Effective Communication: Clear and transparent communication is vital for a manager. This includes articulating vision, expectations, and feedback in a way that motivates and engages team members. It also involves active listening and openness to input from all levels of the organization.

Fostering Team Growth: A high impact manager invests in the development of their team members. This behavior includes mentoring, providing opportunities for professional growth, and creating an environment where continuous learning is encouraged and valued.

Education & Experience Requirements:

• Bachelor's degree strongly preferred with demonstrated leadership experience or High school diploma plus 10 years of applicable work experience with at least 2 years of demonstrated leadership experience

Skill Requirements:

• Intra-departmental communication for purpose of alignment/information sharing/guidance/leadership
• Ability to develop and cultivate strategic relationships
• Able to executive tasks with high levels of autonomy
• Strong collaboration with other disciplines
• Expert-level understanding of concepts in execution, broader organizational impact, and strong organization skills
• Strong execution and organization skills
• Strong understanding of general business concepts
• Excellent communication skills
• Fluent User of standard Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
• Advanced SAP fluency in relevant area of expertise (e.g. SD, CS, CM module)
• Strong understanding of business reporting and delivering insights from those reports
• Fluent understanding of typical IT business tools; adapt at learning new programs quickly (e.g. homegrown IT solutions but also new cutting-edge tools like AI and Data Analytics)
• Fluency in a Field Service and CRM application like (MS Field Service or MS CRM)

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.