Manager Lead Management

Zebra Technologies • Lincolnshire, IL

29d • $109,000 - $163,400 • Onsite

About The Position

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges.

Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve.

You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally.

Come make an impact every day at Zebra.

The Lead Management Manager leads the Marketing Contact Center (MCC), overseeing the entire process for qualifying and handling all inbound customer leads. This role involves a close collaboration with sales teams, channel partners, and distributors to achieve marketing revenue goals. This manager is responsible for the team's performance, which includes setting goals, defining KPIs, reporting on progress (lead readouts), and taking corrective action. Additionally, they act as the Subject Matter Expert (SME) on any lead management projects.
This position requires onsite work in the Lincolnshire, IL location.

Requirements

• BA/BS degree preferred or equivalent work experience
• 8+ years experience in customer support, marketing or sales support

Nice To Haves

• Experience in building a positive team culture and environment
• Strong call center experience with a customer satisfaction focus
• Experience with optimizing AI in a call center environment
• Strong partnering - internal and external leadership
• Ability to drive results and execution in a highly matrixed organization
• Effective delegation to appropriate specialists and team
• Ability to build and maintain a strong partnership with sales
• Calm under pressure and effective communicator
• Accountable for results, transparent with peers & staff
• Inquiry management & lead routing systems
• Basic understanding of portfolio for routing and prioritization
• Bilingual in Spanish and English is a plus, but not required

Responsibilities

• Lead, mentor, and develop a high-performing team by providing coaching and feedback to enhance service levels, conversion rates, and overall effectiveness.
• Foster a culture of accountability, continuous improvement, and customer-centricity, focused on keeping the team motivated and engaged.
• Establish clear performance objectives (KPIs) and develop career paths to ensure individual and team growth.
• Design and own the end-to-end lead management strategy, overseeing the development and maintenance of efficient processes for inquiry generation, qualification, routing, and follow-up.
• Innovate and refine lead processes to ensure bandwidth and adherence to Service Level Agreements (SLAs).
• Continuously monitor tactical performance, market trends, and industry best practices to identify areas for improvement and drive strategic adjustments that maximize conversion and ROI.
• Serve as the central Subject Matter Expert (SME) and primary escalation point for all end-user customer inquiries, lead management processes, and related tools.
• Represent the Marketing Contact Center (MCC) in cross-functional programs and stakeholder meetings, effectively communicating strategy, performance, and business impact.
• Oversee the development and organization of product training programs to ensure the team possesses expert-level readiness and knowledge.
• Develop, maintain, and own performance dashboards to provide real-time visibility into lead flow, conversion rates, and team KPIs. Analyze data to report trends, identify actionable insights, and measure ROI.
• Serve as the primary point of contact for all lead management escalations. Own the resolution process by investigating issues, collaborating with cross-functional teams, and implementing corrective actions to prevent recurrence.
• Oversee the end-to-end process for lead capture at all marketing events. Responsible for developing the capture strategy, managing execution, and ensuring the timely and accurate processing of all event-sourced leads into Sales Force for distribution and nurturing.

Benefits

• Zebra Total Rewards includes more than just pay and is structured to meet the needs of our changing global business and evolving talent.
• We are committed to providing our employees with a benefits program that is comprehensive and competitive – including healthcare, wellness, inclusion networks, and continued learning and development offerings.
• We offer community service days, in addition to the traditional insurances, compensation, parental leave, employee assistance program and paid time off offerings depending on the country where you work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees