Customer Support Business Operations

ASSA ABLOY • Austin, MN

7d

About The Position

An Amazing Career Opportunity for a Customer Support Operations !! Location: Eden Prairie, MN Job ID: 46208 This is a senior individual contributor role that partners closely with the Director of Customer support to execute on defined priorities and direction for evaluating, evolving, and integrating the FARGO and Evolis customer support organizations within the SI Desktop Business Units. As a key operational partner, this individual is responsible for leading structured assessments, translating leadership direction into executable plans, and owning delivery of agreed-upon initiatives that improve customer experience, service quality, and operational efficiency across both brands. The role operates at the intersection of leadership-defined strategy and hands-on execution. This individual brings external market awareness, direct customer and technician insight, and strong operational expertise to help inform direction, then drives implementation across people, processes, tools, and data—without formal people leadership authority. In the first 12–18 months, this role is expected to deliver measurable progress toward a more unified, scalable, and automation-enabled support operating model for FARGO and Evolis, while intentionally preserving brand differentiation where it matters. Who are we? HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

Requirements

• Bachelor’s degree in business, operations, engineering, or a related field; or equivalent relevant professional experience or equivalent combination of education and relevant experience.
• 4 - 8 years of experience in customer support operations, technical operations, service design, or service transformation roles within complex, global environments.
• Demonstrated experience leading operational change, integration efforts, or process evolution at scale.
• Proven ability to translate ambiguity into clear plans and executable outcomes.
• Strong track record of influencing without authority and navigating organizational complexity.
• Experience gathering and interpreting operational data, building reports, and presenting insights to senior stakeholders.

Responsibilities

• Partnering closely with the Director of Customer Support to operationalize and execute a defined vision of best‑in‑class customer support for FARGO and Evolis, informed by customer pain points, technician feedback, competitive benchmarking, and market expectations.
• Leading structured current‑state assessments of support operations, workflows, tools, and performance metrics to identify gaps, redundancies, and opportunities for scalable improvement.
• Translating leadership‑defined strategic direction into a clear, phased execution roadmap and owning delivery while maintaining tight alignment with leadership and key stakeholders.
• Serving as the day‑to‑day execution owner for integrating FARGO and Evolis support operations across people, processes, tools, and data, while respecting intentional brand differences.
• Evaluating and recommending new support and service offerings—including tiered and paid services such as premium support models, onsite training, and partner‑led customer support—and defining the operational requirements to enable them.
• Enabling support capabilities that reduce low‑value, repetitive interactions and improve speed, clarity, and consistency of customer outcomes.
• Defining and supporting the rollout of self‑service and system‑driven experiences such as automated RMA visibility, proactive notifications, guided troubleshooting, and scalable knowledge delivery.
• Leading evaluation and consolidation of support tools and platforms, balancing cost efficiency, usability, scalability, and the ability to support multiple engagement models (direct customer, partner‑led, premium tiers).
• Maintaining and executing against a multi‑year technology and automation roadmap aligned with Customer Support leadership priorities, customer experience goals, and long‑term operational scalability.
• Designing, documenting, and implementing global support frameworks, including L1–L3 support models, specialization strategies, escalation paths, and quality feedback loops to improve resolution quality and reduce unnecessary handoffs.
• Improving end‑to‑end RMA and quality workflows, ensuring trends are visible, escalated appropriately, and addressed through durable, systemic solutions.
• Partnering with Product Management, Engineering, Sales, Quality, and Regional Support leaders to clarify accountability, reduce reactive escalations, and drive sustained improvements to field issues.
• Defining, tracking, and operationalizing key performance indicators such as Customer Satisfaction (CSAT), Customer Effort Score (CES), Cost of Poor Quality (COPQ), case handling time, and first‑contact resolution.
• Building transparency through insights and reporting that enable informed prioritization and decision‑making at leadership and operational levels.
• Leading change‑management efforts across regions and brands, influencing adoption and alignment while maintaining execution momentum.
• Modeling strong ownership, structured problem‑solving, and customer‑centric thinking.

Benefits

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential

What This Job Offers

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