Director, Strategic Initiatives Operations

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

• Competitive salary and bonus
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)
• Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

What you will do

The Director of Global Schedule & Dispatch Strategy will report directly to the Executive Director of Global Standards and Platforms. This role is critical in creating efficient and effective scheduling and dispatch processes across our global operations. This includes developing strategies to improve customer satisfaction, optimize technician productivity leveraging scheduling tools and platforms, and driving process simplification and standardization. The Director is expected to significantly contribute to mean time to repair, first time fix, improved cost per service request performance, technician engagement, and customer success.

How you will do it

• Strategy Development and Implementation: Define and execute the strategy for people, processes, and technology related to global scheduling and dispatch. Develop policies, standards, and strategies to streamline the scheduling process from intake to cash, focusing on cost efficiency, quality, and speed.
• Capacity Planning and Skill Management: Play a key role in capacity planning and skill inventory management. Establish a customer prioritization taxonomy and ensure the right technician is scheduled for the right job, for the right duration at the right time.
• Operational Excellence: Define and measure KPIs for scheduling and dispatch. Determine the vital few objectives and ensure capture and execution of corrective action activities. Foster strong partnerships with Field Leadership, ISDM, Remote Services, Parts/Inventory ordering & fulfillment, and other Growth-based Initiatives.
• Platform Optimization: Implement and optimize advanced scheduling and dispatch platforms. Streamline and standardize the use of scheduling tools and platforms to improve technician productivity and drive cost efficiency.
• Agent and Technician Engagement: Support initiatives aimed at improving agent and technician engagement and loyalty. Strive to put our most valuable employee assets in a position to do their best work.
• Customer Success: Ensure customer success is achieved in all areas influenced by the team. This includes agent performance, service quality, service levels, productivity, and other call handling-based KPIs.
• Lead a team of local and global stakeholders to implement the new model in each country where we will functionalize in Continental Europe, APAC, LATAM.
• Lead the optimization efforts for domains and regions where the model has been implemented and continues to be refined, initially BSNA and UK&I.

What we look for

Required

• Bachelors’ degree in business, supply chain or related field
• 10+ years work experience in service operations
• Fluency in English

The successful candidate will demonstrate

• Proven Track Record: Extensive experience in managing and improving scheduling and dispatch processes in a complex, global service organization. Proven success in improving cost per service request performance, technician productivity, and customer success.
• Strategic Mindset: The ability to develop and implement strategic plans, aligning them with the long-term company goals. Proven ability to transform strategic direction into operational reality.