Motorola Solutions is hiring a Complaints Department Manager to lead and manage a team of complaint resolution specialists, ensuring efficient handling and resolution of customer complaints. You will act as an escalation point for complex issues and collaborate across departments to address systemic problems.
What You'll Do
- Lead and supervise a team of complaint resolution specialists, providing guidance, support, and coaching.
- Monitor team performance metrics like response time and customer satisfaction, implementing improvement strategies.
- Act as the escalation point for complex or sensitive complaints.
- Collaborate with other departments to identify and address systemic issues contributing to complaints.
- Conduct regular team meetings to communicate updates and foster collaboration.
- Develop and maintain standard operating procedures for complaint handling.
- Stay up-to-date with industry trends and best practices in complaint management.
- Provide regular reports to management on KPIs and recommendations.
- Collaborate with other team leads to communicate trends in issues and complaints.
What We're Looking For
- 2 years of Repossession Complaints experience.
- Legal authorization to work in the U.S. indefinitely (no employer work permit sponsorship available).
Nice to Have
- High School Diploma or equivalent.
- Minimum 2 years management experience.
- Proven experience in a leadership or supervisory role, preferably in a complaints or customer service department.
- Strong knowledge of complaint management processes, procedures, and best practices.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Ability to manage and prioritize multiple tasks in a fast-paced environment.
- Proficiency in using complaint management software or CRM systems.
- Knowledge of relevant laws, regulations, and industry standards related to complaint management.
- Previous experience in training and coaching team members.
Technical Stack
- Complaint management software or CRM systems.
Team & Environment
You will lead and supervise a team of complaint resolution specialists.
Benefits & Compensation
- Compensation: $50,000 - $60,000 USD.
- Incentive Bonus Plans.
- Medical, Dental, Vision benefits.
- 401K with Company Match.
- 10 Paid Holidays.
- Generous Paid Time Off Packages.
- Employee Stock Purchase Plan.
- Paid Parental & Family Leave.
Work Mode
This is a fully remote position open to candidates anywhere in the United States.
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
