Case Management Supervisor

Johnson Controls • Boca Raton, FL

4d

About The Position

The Case Management Supervisor oversees both customer-facing and back-office case support activities, ensuring smooth execution of service operations. This includes managing CRC agents handling customer interactions, troubleshooting, and documentation, as well as supervising case management support functions such as entitlement validation, service case updates, and escalation handling. The role also involves coordinating with outsourced teams, monitoring performance, and ensuring compliance with internal processes and service standards. The ideal candidate brings strong leadership, operational oversight, and process improvement skills. They are experienced in managing cross-functional and outsourced teams, driving performance through coaching and resource planning, and implementing best practices to enhance service quality and efficiency. Proficiency in case management tools, ERP systems, and collaboration platforms is essential for success in this role. How you will do it Case activity management Oversee and coordinate North American customer and case support operations, managing 90,000 yearly service cases and driving approximately $50M in annual revenue. Ensure timely handling of backlogs and escalated cases. Manage operational issues and ensure proper resolution and follow-up. Monitor team workload and optimize resource allocation to meet service levels within the lowest cost structure. Provide regular updates and lead status reviews with stakeholders. Supervise the Customer Response Center and Back-Office case support activities. Performance and improvement Track and report on operational KPIs and prepare performance reports for leadership. Support and implement process improvements and automation. Define and promote best practices across case and customer support activities. Lead performance reviews and drive continuous improvement initiatives. Provide performance updates to the Service and Installation Optimization Manager. Team management Facilitate effective communication within the team and across departments. Approve PTO, overtime, and timesheets for direct reports. Conduct performance assessments and provide coaching. Coordinate training, enablement, and team-related activities. Outsourcing management Monitor outsourced team performance against KPIs and SLAs. Lead regular alignment meetings to ensure consistency and address gaps. Identify training and documentation needs and support enablement. Review quality sampling and escalate recurring issues for resolution. Enhance autonomy and reduce escalations from outsourced teams. Compliance and networking Ensure adherence to internal policies, procedures, and regulatory requirements. Maintain strong relationships with regional/global stakeholders (e.g., RDC, SQM, HR, Safety). Support alignment across functions to ensure operational consistency and compliance. Perform other duties as assigned.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field; however, candidates with proven experience will also be considered.
• 5+ years of experience in customer service operations, case management, or support functions, with at least 2 years in a supervisory or team lead role.
• Proven experience managing cross-functional teams and outsourced operations.
• Strong background in process optimization, performance tracking, and compliance.
• Familiarity with CRM systems, case management tools, and service operations platforms.
• Strong analytical thinking with the ability to anticipate trends and adapt strategies accordingly
• State or individual State license as required
• Proficient in CRM and case management platforms (e.g., Salesforce, ServiceMax, Zendesk).
• Skilled in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Experience with ERP platforms (e.g., SAP, Oracle).
• Familiarity with data analysis tools and dashboards for performance monitoring.
• Comfortable use of collaboration platforms (e.g., Teams, SharePoint).
• Proficiency in English (required).
• Ability to communicate effectively with varying audience groups and levels.

Nice To Haves

• Knowledge of Retail loss prevention systems - RFID, Electronic Article Surveillance (EAS), video surveillance systems
• Desired competency in a second language, Spanish or French.

Responsibilities

• Case activity management Oversee and coordinate North American customer and case support operations, managing 90,000 yearly service cases and driving approximately $50M in annual revenue.
• Ensure timely handling of backlogs and escalated cases.
• Manage operational issues and ensure proper resolution and follow-up.
• Monitor team workload and optimize resource allocation to meet service levels within the lowest cost structure.
• Provide regular updates and lead status reviews with stakeholders.
• Supervise the Customer Response Center and Back-Office case support activities.
• Performance and improvement Track and report on operational KPIs and prepare performance reports for leadership.
• Support and implement process improvements and automation.
• Define and promote best practices across case and customer support activities.
• Lead performance reviews and drive continuous improvement initiatives.
• Provide performance updates to the Service and Installation Optimization Manager.
• Team management Facilitate effective communication within the team and across departments.
• Approve PTO, overtime, and timesheets for direct reports.
• Conduct performance assessments and provide coaching.
• Coordinate training, enablement, and team-related activities.
• Outsourcing management Monitor outsourced team performance against KPIs and SLAs.
• Lead regular alignment meetings to ensure consistency and address gaps.
• Identify training and documentation needs and support enablement.
• Review quality sampling and escalate recurring issues for resolution.
• Enhance autonomy and reduce escalations from outsourced teams.
• Compliance and networking Ensure adherence to internal policies, procedures, and regulatory requirements.
• Maintain strong relationships with regional/global stakeholders (e.g., RDC, SQM, HR, Safety).
• Support alignment across functions to ensure operational consistency and compliance.
• Perform other duties as assigned.

Benefits

• Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.
• This position includes a competitive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees