Customer Experience Operations Lead (Voice of the Customer)

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering design and manufacturing combined with category-leading brands in compression controls software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are a professional looking for a career change an undergraduate student exploring your first opportunity or recent graduate with an advanced degree we have opportunities that will allow you to innovate be challenged and make an impact. Join our team and start your journey today!

1. Role Purpose

The Voice of the Customer Operations Lead reports to the Voice of the Customer Lead and leads day-to-day operational delivery of the Global Business Services (GBS) Voice of the Customer service whileremaininga hands-on generalist across platform operations reporting and insights governance and continuous improvement. The role translates approved priorities and business rules into controlled operational execution across the recurringrNPScycle and futuretNPSoperations.

The role acts as the senior operational subject-matter expert within the team leads routine coordination with Walker and other support partners and uses deep operational experience to lead the integration of new listening capabilities. The role recommends platform and service priorities to theVoCLead whoretainsaccountability for the overallVoCservice team priorities governance and outcomes. The role does not manage people contact customers directly replace the Global Process Owner or own Sales ITsource-data or Functional Owneraccountabilities.

2. Role Positioning

• Reports directly to the Voice of the Customer Lead andoperateswithin priorities and capacity decisions set by that role.

• Senior hands-on individual contributor who leads day-to-day operational delivery without formal people-management accountability.

• Participates in the same commonVoCexecution core as theVoCLead andVoCAnalyst with emphasis on operational complexity platform enablement service control and integration.

• Leads operational execution acrossrNPSand futuretNPSwhile theVoCLead owns the overall GBSVoCserviceand the Global Process Ownerretainsmethodology process design and business-rule authority.

• Manages day-to-day Walker coordination recurring support issue follow-up and operational knowledge transfer; major priorities and escalations sit with theVoCLead.

• Recommends platform enhancements backlog priorities service improvements and operational trade-offs forVoCLead approval.

• Provides operational guidance and quality review to theVoCAnalyst without becoming the Analysts people manager.

• Remains approximately 70% focused on hands-on execution and 30% on operational leadership coordination and improvement in steady state.

• Does not contact customers directly or execute Sales-owned Inner Loop follow-up and account-level resolution.

3. CommonVoCExecution Core

TheVoCOperations Lead shares a common generalist execution core with theVoCLead andVoCAnalyst. The role is expected to execute work across all core areas rather thanoperateas a platform-only specialist.

• Execute quarterly cycle preparation readiness planning and launch-control activities.

• Execute andvalidateapproved survey setup platform configuration workflow access and operational-readiness activities.

• Lead and perform end-to-end testing launch checks and production-readiness validation.

• Monitor response flow data quality platform health reporting availability and operational exceptions.

• Prepare andvalidatedashboards Key Performance Indicator (KPI) outputs insights and governance materials.

• Review aggregated feedback andidentifyrecurring themes systemic pain points and evidence gaps.

• Prepare and refine systemic-theme evidence and Outer Loop support materials.

• Maintain decision action issue risk dependency incident and closure visibility.

• Maintain standard operating procedures controls platform documentation andknowledgematerials.

• Identifyand implement approved continuous-improvement opportunities acrossrNPSand futuretNPSoperations.

4. Operations Lead-Specific Accountabilities

• Lead day-to-day operational delivery across preparation platform setup testing survey deployment monitoring data-quality control reporting readiness insight support governance preparation and closure visibility.

• Translate priorities approved by theVoCLead into execution plans operational checkpoints activity sequencing and readiness evidence.

• Coordinate daily work acrossplatformsurvey data reporting and managed-service dependencies and escalate unresolved constraints to theVoCLead.

• Lead standardVoCplatform administration approved configuration maintenance workflow operations access administration dashboard support and survey-cycle controls within agreed guardrails.

• Lead first-level operational triage business-impact assessment ticket preparation vendor or IT routing and status tracking for platform workflow data and reporting issues.

• Manage day-to-day Walker coordination recurring support requests operational follow-up and knowledge-transfer completion.

• Develop and recommend platform enhancements backlog priorities automation opportunities process improvements and managed-service requirements forVoCLead approval.

• Lead operational integration of futuretNPS including trigger-readiness coordination platform and workflow requirements testing data and reporting dependencies operating procedures stabilization and transition to steady state.

• GuidetheVoCAnalyst on complex operational activities review output quality and recommend workload priorities to theVoCLead.

• Support theVoCLead with readiness decisions executive updates service risks capacity evidence Outer Loop materials and major escalation preparation.

Skills and Experience: Capability area

Requirement

Experience: 5 years preferred in Voice of the Customer Customer Experience survey operations platform operations transactional or relational NPS Global Business Services reporting analytics service delivery or related roles.

Operational leadership: Ability to lead day-to-day executionsequencework control readiness manage dependencies guide others and escalate effectively without formal line authority.

Hands-on generalist delivery:Ability and willingness to execute across platform operations reporting and insights governance documentationissuetriage and continuous improvement.

Our Commitment to Our People

Across the globe we are united by a singular Purpose: Sustainability is no small ambition. Thats why everything we do is geared toward a sustainable futurefor our generation and all those to come. Through groundbreaking innovations HVACR technology and cold chain solutions we are reducing carbon emissions and improving energy efficiency in spaces of all sizes from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion openness and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people beginning at onboarding and through senior leadership so they can thrive personally and professionally.

Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans including paid parental leave (maternal and paternal) vacation and holiday leave.

Together we have the opportunity and the power to continue to revolutionize the technology behind air conditioning heating and refrigeration and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds and with diverse perspectives are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex race color religion national origin age marital status political affiliation sexual orientation gender identity genetic information disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1