Manager Digital Operations Support
Core
Lead regional Cat Customer Support teams to improve customer and dealer satisfaction, drive operational excellence, and align local execution with global digital strategy.
Role type
Manager, Digital Operations Support
Builds
Customer support operations, dealer enablement, and digital adoption initiatives for heavy machinery customers.
Domain
Heavy machinery / Industrial equipment / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Regional leadership, cross-functional partnership, shift-left strategy, case management, operational metrics, team recruitment and development, stakeholder management, problem solving, decision making.
Preferred skills
CRM/contact center platforms (Salesforce, Microsoft, ServiceNow), Power BI reporting, 24x7 service delivery models, digital support and dealer enablement models.
Responsibilities
Provide local leadership and coordination for regional CCS priorities; Lead regional resources to align with global strategy and business objectives; Partner with Dealers and Digital Adoption Representatives to improve support satisfaction; Collaborate with Tier 2 teams to implement shift-left strategies; Drive execution across regional teams to meet service and business objectives; Serve as a regional escalation point for high-impact issues; Lead recruitment, hiring, and development of regional employees.
Seniority
Manager, hands-on leadership
