Existing Customer Operations Team Manager

Company: ADT Careers
Location: Springfield
Posted on: April 4, 2025

Job Description:

Position Overview

The Area Existing Customer Manager supports the strategy, development and execution of the regional business plan and human capital strategy for the Existing Customer channel. This position is accountable for developing action plans to meet or exceed goals for their area within the EC channel. He/she must be adept at building engagement and alignment through strong people leadership, including exceptional talent development, and effective communication and collaboration. He/she will collaborate and input with functional leadership to support growth and development of operations teams in the territory. This role will lead channel growth activities for field operations.

Major Responsibilities: Manages frontline EC managers & AAMs; owns EC SAC, P&L & inventory outcomes

• Drive results by leading by example, building strong relationships, and influencing teams of frontline operations and admin managers. Providing clarity of vision and expectations for execution; role modeling effective coaching and performance feedback, prioritizing resources; and facilitating alignment of the teams.
• Support execution of a strong talent management plan including talent assessment, selection, empowerment, coaching, motivation and retention of top talent; builds and develops succession plans and pipeline of talent.
• Cultivate employee engagement and positive employee relations environment through robust and regular employee communications, performance feedback, reward and recognition culture, and focused employee development.
• Employ a diverse and creative communications framework to align managers, reps, sales support and ops teams and generate understanding and commitment to achieving the business plan.
  Functional
  
  
  • Directs revenue growth and profitability of the overall operation for a designated area.
  • Oversees inventory processes are efficient and creates positive outcomes
  • Plans and coordinates the activities of the service and installation operations for an area.
  • Maintains a high level of quality and timely service to customers for maximum retention.
  • Develops and maintains liaisons with appropriate public safety officers, sub-contractors, associated industry contacts.
  • Execute operating efficiencies and dynamics for successful operations programs and processes. Ensure consistency in field operations and field sales process(s).
  • Collaborate with other Business Units to deliver the best solutions to our employees and customers to increase acquisition, decrease attrition, reduce Subscriber Acquisition Cost (SAC), Cost to Serve (CTS) and deliver flawless service.
  • Assist in creating and launching new products, services, programs to satisfy market demands and take advantage of new market opportunities.
  • Recommend innovative solutions and demonstrates strong commitment for ADT to continue improving the customer experience, while fostering a culture that demonstrates ADT's responsibility to its employees, community and our mission of creating customers for life.
    Management
    
    
    • Participates in forecasts and budgets for Area; provides regular reporting and communication to other key stakeholders.
    • Ensures compliance and the highest ethical standards in all processes, ensure all employees have safe environment.
      Knowledge, Skills and Abilities:
      
      Education:
      
      
      • 4-year college degree in business administration, marketing, operations or other related field of discipline or equivalent experience
      • Minimum 5 years of operations and operations management experience
      • At least 3 years of experience in leadership operations
      • Assessing, coaching, and developing talent and managing multi-disciplinary organizations
      • Establishing business direction and executing strategy development and implementation
      • Leading a significant business unit of similar size; scoping, designing, and implementing business solutions to build/grow a market.
      • Influencing business decisions in a highly matrixed organization.
        
        ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.

Keywords: ADT Careers, Frederick , Existing Customer Operations Team Manager, Executive , Springfield, Maryland