Complaints Department Manager - US Remote

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

We are seeking a highly organized and experienced individual to join our organization as a Complaints Department Manager. In this role, you will be responsible for leading and managing a team of complaint resolution specialists, ensuring the efficient handling and resolution of customer complaints. The ideal candidate will possess excellent leadership skills, strong knowledge of complaint management processes, and a customer-centric mindset.

Job Description

NOTE: This position is a remote position and candidates can be located anywhere in the US.

Responsibilities:

• Lead and supervise a team of complaint resolution specialists, providing guidance, support, and coaching to ensure the highest quality of customer service.
• Monitor team performance metrics, such as response time, resolution time, and customer satisfaction ratings, and implement strategies to improve team efficiency and effectiveness.
• Act as the escalation point for complex or sensitive complaints, providing guidance and assistance to team members in resolving challenging issues.
• Collaborate with other departments to identify and address systemic issues that contribute to customer complaints, proposing and implementing process improvements as needed.
• Conduct regular team meetings to communicate updates, share best practices, and foster a positive and collaborative team environment.
• Develop and maintain standard operating procedures (SOPs) for complaint handling, ensuring compliance with relevant regulations and industry best practices.
• Stay up-to-date with industry trends and best practices in complaint management, recommending and implementing changes to enhance the department's effectiveness.
• Provide regular reports to management, highlighting key performance indicators, areas for improvement, and recommendations for enhancing customer satisfaction.
• Collaborate with other team leads and managers to communicate trends in issues and complaints

Preferred Qualifications:

•  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, with the ability to effectively communicate with customers, team members, and stakeholders at all levels.
• Strong problem-solving and decision-making abilities, with a focus on achieving positive outcomes for customers and the organization.
• Ability to manage and prioritize multiple tasks and projects 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 on complaint handling and customer service.

Target Base Salary Range: $50,000 - $60,000  USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• 2 Years of Repossession Complaints
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Gene