Must be bilingual in English and Spanish

Position Overview

The Manager, Customer & Operations Technology leads the 24/7 Customer & Operations Technology Support Center and is accountable for delivering consistent, high-quality support to both internal operational teams and external customers. This role oversees frontline support operations, ensuring strong performance across work order management, dispatch coordination, incident response, and technology support. The Manager drives operational excellence through data accuracy, compliance enforcement, and continuous process improvement, while serving as a key escalation point for critical issues.

Key Responsibilities

Team Leadership & Performance Management

• Lead, coach, and develop a team of Customer & Operations Technology Specialists across a 24/7 operating model
• Establish clear performance expectations, KPIs, and accountability standards
• Monitor call quality, response times, and resolution effectiveness; implement improvements as needed
• Manage staffing, scheduling, and shift coverage to maintain operational readiness at all times
• Conduct performance reviews, ongoing coaching, and structured development planning

24/7 Support Operations Oversight

• Ensure timely, professional responses to all inbound calls and digital communications
• Oversee support for customers, employees, and field teams, including after-hours and overnight operations
• Maintain operational control during high-priority incidents and enforce escalation protocols
• Ensure accurate documentation of incidents and clear shift handoffs to support continuity

Work Order Management & Data Quality

• Oversee the real-time creation, assignment, and management of work orders
• Ensure adherence to service level agreements and operational timelines
• Enforce data quality standards, including complete notes, correct statuses, and required documentation
• Drive compliance initiatives to improve system accuracy and reporting reliability

Dispatch & Incident Coordination

• Lead dispatch operations for janitorial and facility response teams during urgent or emergency events
• Serve as the escalation point for critical technology, facility, or safety incidents
• Coordinate communication between field teams, leadership, and support personnel during active events
• Ensure efficient resolution and capture of lessons learned for continuous improvement

Technology Support & Continuous Improvement

• Oversee troubleshooting for user access, applications, mobile devices, and connectivity issues
• Partner with Level II support and technical teams to resolve complex issues
• Identify recurring issues and trends; implement process improvements and corrective actions
• Ensure consistent reporting and operational visibility into support center performance

Required Qualifications

• 5+ years of experience in service support, dispatch, help desk, or operations support environments
• 2+ years of leadership or supervisory experience in a support or operations setting
• Proven ability to lead teams in a fast-paced, service-driven organization
• Strong communication and decision-m