The Service Delivery Manager is responsible for creating a seamless customer service experience through the management of the customer advocate and market dispatch teams.
Find a career. Gain a family.
Safelite will be unlike any place you've ever worked. (This won't be just the daily grind!) You'll join caring and passionate teams that collaborate to make a difference, deliver extraordinary results and bring unexpected happiness. Every day. Your effort, heart and creative ideas will be valued and rewarded. And we care about your well-being. So, we'll strive to give you what you need to be happy at work and at home.
Responsible for the hiring, development, engagement and retention of a high performing customer facing team.
Works with the market management team to ensure that at every customer handoff point the customer experience is seamless and exceeds expectations.
Oversees the monitoring of route capacities, open and close times, zip code maintenance and store parameter maintenance.
Performs the scheduling and planning of all service activities in a facility.
Oversees the activities of the customer advocate and market dispatch teams
Encourages the accomplishment of contributing key performance indicators (KPIs) for service and dispatch objectives and monitors progress toward these goals.
Communicates with the team to keep them abreast of the latest information on new products and services, standards, scheduling and systems.
Serves as the local liaison to various corporate functions to report, investigate, track, and resolve customer problems quickly.
Audits market adherence to the company's service operations and policies and processes, and makes recommendations for improvement.
Resolves all over/short money issues.
Associate's degree in Business Administration or equivalent work experience required
Five plus years of supervisory experience preferably in the customer service industry
Knowledge of customer service and administrative protocols
Ability to provide world-class customer service
Ability to lead within a fast-paced, high-volume operation
Proven experience developing high performing teams that deliver extraordinary results
We're known as an auto glass company. That's the focus of what we do. But we're much more -- we're a growing and evolving service brand. And what really makes us unique is our people. Because at our core, we're a People Powered organization -- and our people come first and our culture matters. We'll help you find a fulfilling career path and encourage you to have a life. Let us be the best place you'll ever work.
With more than 7,800 MobileGlassShops™ and stores in all 50 states, Safelite AutoGlass® is the nation’s largest provider of vehicle glass repair, replacement, and calibration services in the U.S. Last year 6 million customers chose Safelite AutoGlass for its 24/7 national contact centers, advanced online scheduling, superior repair and replacement systems, and the industry’s in only nationwide lifetime guarantee.
Safelite AutoGlass is a member of the Safelite® Group family of brands, which together, make a difference in the lives of 10 million customers annually. This leading service organization, founded in 1947, is reaching record-growth thanks to its People Powered, Customer Driven strategy. The Columbus, Ohio-based company employs nearly 14,000 people across the United States.
Safelite is so much more than auto glass! We're a growing and evolving service brand. And what really makes us unique is our people. Because at our core, we're a People Powered organization. Our people come first and our culture matters. We'll help you find a fulfilling career path and encourage you to have a life. Let us be the best place you'll ever work. With a career at Safelite, we’ll be the best place you’ve ever worked!