Sr. Manager VS&A Customer Care & DRN Support (Hybrid)

Key Responsibilities

• Drive strategic execution across customer service workflows to optimize case resolution metrics and technical support delivery for technical systems.
• Manage service-level objectives with an always-on rigor to maintain operational performance and system availability for critical customer infrastructure.
• Direct day-to-day escalations, utilizing comprehensive operational visibility to simplify workflows and accelerate incident resolution.
• Foster a collaborative, inclusive team culture aligned with modern Employee Experience frameworks to maximize talent engagement and potential.
• Mentor and develop technical support specialists, establishing clear performance expectations and supporting individual career growth.
• Align internal training initiatives with technological advancements, ensuring teams can deliver highly context-aware customer assistance.
• Collaborate with internal engineering and product infrastructure teams to share field insights and drive continuous technology improvements.
• Partner with enterprise leaders and public safety agencies to address systemic maintenance challenges before they impact operations.
• Oversee critical communications support strategy, connecting technical diagnostics with proactive operational recommendations.

Basic Requirements

• Bachelor's Degree
• 5+ years of experience in technical customer support management or operations management
• Legal authorization to work in the U.S. indefinitely is required.

Target Base Salary Range

Target Base Salary Range: $130,000-$150,000

Basic Requirements

• Bachelor's Degree
• 5+ years of experience in technical customer support management or operations management

Legal Authorization

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

No

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.