Customer Service Manager II

We need to output HTML fragment with sections: About the role? Actually we have "Who are we?" and description of company. Also responsibilities list under "As our Customer Service Manager II, you’ll support HID’s success by:" which is a list of duties. Then "Your Experience and Background include:" list of requirements. Then "What we can offer you:" list of benefits. Also maybe "Pay" not given, so omit. "Schedule" not given. Also location given but we can include as paragraph maybe. Job ID we drop. Also we need to use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to decide which sections to include based on content. We have: - About the role: could be the introductory paragraph describing role: "The Customer Service Manager II leads the Customer Operations teams supporting order management, case resolution, and customer service for commercial and strategic accounts. Accountable for service performance metrics, including SLA compliance, backlog health, quality, customer satisfaction, coverage, and escalations. Builds and develops high-performing teams while collaborating across the business to resolve issues, improve processes, protect customer commitments, and enhance the overall customer experience." - Responsibilities: the list after "As our Customer Service Manager II, you’ll support HID’s success by:" (list of duties). Use

• . - Requirements/Qualifications/Skills: The "Your Experience and Background include:" list. Could be Requirements. Could split into Requirements and Qualifications but we can just have one section maybe "Requirements". The instruction: prefer few substantive sections over many thin ones. So we can have "Requirements" covering all. - Benefits: "What we can offer you:" list. - Also "Who are we?" could be "About the company" but not in allowed headings list. Allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We could put company description under About the role? Might be okay to add a short paragraph before responsibilities. Or we could create an "About the role" that includes both role description and company overview. That seems fine. Thus sections:

  About the role

  ... role description + company overview ...

  Responsibilities

  ...

  Requirements

  ...

  Benefits

  ...
  We must not repeat job title as heading. Not include Job ID. Remove boilerplate like EEO, immigration, etc. Also remove duplicated lines, application instructions, etc. Also remove navigation/cookie/legal etc. Also remove "Why apply?" etc. Also remove "HID does not accept unsolicited resumes..." etc. Also remove "Immigration Sponsorship Not Available" etc. Also remove "At times, HID may use AI-assisted technology..." etc. Also remove "We make it easier for people to get where they want to go!" etc. Also remove "When you join our HID team..." etc. Also remove "Our colleagues think broadly..." etc. All that is boilerplate. We need to preserve all substantive information: role description, responsibilities list, requirements list, benefits list, location (Austin, Texas) maybe include in paragraph. Also mention "Physical Access Control Solutions (PACS)" description maybe part of company overview. Keep that. Let's extract substantive content: From posting: - Location: Austin, Texas - Job ID: 51492 (drop) - Role description: "The Customer Service Manager II leads the Customer Operations teams supporting order management, case resolution, and customer service for commercial and strategic accounts. Accountable for service performance metrics, including SLA compliance, backlog health, quality, customer satisfaction, coverage, and escalations. Builds and develops high-performing teams while collaborating across the business to resolve issues, improve processes, protect customer commitments, and enhance the overall customer experience." - Company description: "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 Physical Access Control Solutions (PACS): HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference? Join us and help shape the future of security." We could keep the company description but maybe trim URLs? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the URLs? They are part of description. Might be considered substantive. We'll keep them. - Responsibilities list (bullet points after "As our Customer Service Manager II, you’ll support HID’s success by:"): - Leading daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses. - Owning key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy. - Serving as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery. - Coaching and developing team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans. - Monitoring queue health, staffing levels, schedule adherence, and team capacity to proactively identify and mitigate service risks. - Recruiting, onboarding, training, developing, and cross-training team members to build a high-performing and flexible support organization. - Leading quality audits, conducting root-cause analysis, and implementing corrective actions to drive continuous improvement. - Utilizing CRM and ERP data to track performance metrics, maintain operational scorecards, and identify trends. - Partnering closely with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer-impacting issues. - Strengthening the voice-of-customer feedback loop by translating customer insights into actionable improvements. - Driving process optimization initiatives that enhance efficiency, service quality, and overall customer experience. - Requirements list (after "Your Experience and Background include:"): - Bachelor’s degree or equivalent combination of education and relevant professional experience. - Five or more years of experience in customer service, order management, account operations, or customer support. - Three or more years of experience leading, coaching, and developing teams. - Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment. - Demonstrated success in coaching and developing employees to achieve performance and service goals. - Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships. - Strong data analysis and reporting skills, with the ability to drive decisions through metrics and insights. - Experience with capacity planning, workload forecasting, and resource optimization. - Track record of leading cross-functional initiatives and process improvement efforts across multiple business functions. - Experience leading multi-site or regional customer operations teams in complex, customer-facing environments is preferred. - Proven ability to support products with complex configurations, pricing structures, or strategic account requirements is preferred. - Hands-on experience with Salesforce, Oracle, or comparable CRM and ERP platforms is preferred. - Lean, Six Sigma, project management, or change management experience preferred is preferred. (Note duplicate "preferred". We'll keep as is.) - Benefits list (after "What we can offer you:"): - 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 - To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds Also maybe "Why apply?" section includes empowerment, innovation, integrity but that's more fluff; could be considered boilerplate? It's still substantive but maybe we can incorporate into benefits? However the instruction: Prefer a few substantive sections over many thin ones. Could add a section "Why join us?" but not in allowed headings. So we could incorporate those points into Benefits or About the role. But we must not invent headings not allowed. So we could add them as

  under Benefits or as additional

• under Benefits. However they are not exactly benefits but more about culture. Could add them as
• under Benefits as they are part of offering. Let's include them as part of Benefits list. Thus Benefits list items: - 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 - To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds - Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. - Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes. - Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted. But note that the latter three are from "Why apply?" section. They are substantive. We'll include. We must not include duplicated lines. Ensure we don't repeat. Now produce HTML fragment:

  About the role

  The Customer Service Manager II leads the Customer Operations teams supporting order management, case resolution, and customer service for commercial and strategic accounts. Accountable for service performance metrics, including SLA compliance, backlog health, quality, customer satisfaction, coverage, and escalations. Builds and develops high-performing teams while collaborating across the business to resolve issues, improve processes, protect customer commitments, and enhance the overall customer experience. 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 Physical Access Control Solutions (PACS): HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference? Join us and help shape the future of security.

  Responsibilities

  • Leading daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses.
  • Owning key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy.
  • Serving as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery.
  • Coaching and developing team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans.
  • Monitoring queue health, staffing