Manager Digital Operations Support

Role Overview

The Manager Digital Operations Support will provide local leadership of a support team, improving customer and dealer support satisfaction, aligning regional execution to global CCS strategy, and driving operational improvements.

What You Will Do

Serve as the Cat Customer Support leadership representative in region, lead regional CCS resources, work closely with Cat Dealers and Digital Adoption Representatives, and drive aligned execution across regional CCS teams and functional partners.

Why It Might Be a Fit

The ideal candidate will have experience in customer support, dealer support, service operations, or digital operations, and will be able to use data, insights, and operational metrics to guide decisions and improve customer and dealer support outcomes.

Requirements

• Progressive experience in customer support, dealer support, service operations, or digital operations
• Experience leading teams and influencing in a matrixed, cross-functional environment
• Strong knowledge of support operations, including case management, escalations, and service delivery
• Experience partnering with Dealers and regional stakeholders to improve customer and dealer satisfaction
• Experience using operational metrics to drive performance improvement and continuous improvement
• Experience driving shift-left strategies to improve Tier 1 resolution, reduce case age, and lower cost to serve

Benefits

• 4500+ euros / month gross
• Performance related annual cash incentive
• Industry leading Pension plan
• 5 days of extra vacation above the legislative requirement
• Attractive Life insurance
• 1 voluntiering day
• Multisport Card