About the role
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
All your information will be kept confidential according to EEO guidelines.
EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.