**Dispatch Operations Manager** Location **PA, Malvern** Department **Field Support** Employment Type **Full Time** Have you ever used the self-checkout in your local grocery store? Played the slots at a Las VegasCasino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI). We make thetechnology that powers your everyday life,enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software. Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 43 service branches. This position is a remote/home based role. **WHAT YOU'LL BE DOING** As a Dispatch Operations Manager at Cummins Allison, you will play a pivotal role in overseeing and supporting a dynamic team of Dispatchers. Your primary objective will be to ensure seamless communication between customers, technicians, and the organization. The Dispatch Operations Manager will have a direct impact on our Dispatch Operations group, responsible for: + **Leading the Transformation of Dispatch Service Operations:** You will spearhead the transformation of our dispatch service operations team, driving initiatives to modernize processes and technology. + **Optimizing Service Call Management:** You will be instrumental in optimizing the creation and management of service calls, ensuring that customer requests are handled efficiently and promptly. + **Building and Leading the Tier 1 Remote Support Team:** You will build and lead our Tier 1 remote support team, ensuring they provide top-notch support to both customers and technicians. + **Customer Satisfaction and SLA Management:** You will ensure high levels of customer satisfaction by managing Service Level Agreements (SLAs) and addressing any issues that arise promptly and effectively. + **Tier 1 Phone Support Excellence:** Your team will rely on your expertise to provide quick solutions and exceptional service. + **Technician Assistance and Parts Ordering:** You will assist technicians in resolving issues that may arise during service calls, including the efficient processing of part orders to minimize downtime and maximize customer satisfaction. + **Quality Assurance and Performance Metrics:** Implement and maintain performance metrics and quality assurance measures to enhance the overall effectiveness and efficiency of our dispatch operations. + **Teambuilding and Employee Development:** You will focus on building a cohesive team and fostering the professional growth and development of your team members. **WHO WE’RE LOOKING FOR** You will bring a service improvement mindset with well demonstrated success in problem solving. **Qualifications and Requirements** + **Proven Leadership Skills:** You should have a track record of successful leadership, with the ability to motivate and guide a team toward achieving common objectives. + **Exceptional Communication:** Strong communication skills are essential, as you will be the linchpin between customers, technicians, and internal departments. + **Customer-Centric Approach:** A customer-centric mindset is crucial, ensuring that our customers' needs are met promptly and professionally. + **Problem-Solving Prowess:** The ability to think on your feet, troubleshoot effectively, and find solutions to complex issues is a must. + **Organizational Agility:** You should be adept at handling multiple tasks, prioritizing workloads, and adapting to changing situations in a fast-paced environment. **Personal Attributes** + **Action Oriented:** You display a sense of urgency and are known for being a timely decision maker. + **Creative:** You are innovative and resourceful. + **Customer Service Oriented:** You possess a drive to serve your “customers” and focus on responding promptly to project team needs. + **Decision-Making Skills:** You have a reputation for making quality decisions and sticking to them. + **Comfortable with Innovation:** You have a passion for continuous improvement and are always seeking a better way to do things. + **Organized:** You assemble all necessary materials and information before starting a task. + **Team Player:** You are approachable and willing to follow, or lead based on the team’s need. + **Quality Written Communication:** Your writing is concise and descriptive, and you believe it is necessary to “overcommunicate” project status/updates. **WHAT WE’RE OFFERING** · Flexible work environments · Defined career growth plans with opportunities to go outside of your “comfort zone”. · “Team Building activities that support innovation”. · Generous paid time off, including sick and holiday. · Medical, dental, & vision insurance · 401K with Company contribution · Flexible spending accounts · Life insurance and disability benefits · Discounts for childcare · Tuition assistance · Community involvement and volunteering events · Opportunities to travel and work at our global sites. Sound interesting? Come see why we areOneCPI (https://www.cranepi.com/en/careers) ! **CPI is part of Crane NXT** Crane NXT is a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com. _Crane Payment Innovations is_ _committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law._