Associate Customer Support Manager - Arizona or Colorado
Motorola Solutions · Centralia, WA
Job description(tap to read)
Company Overview At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview It's not just about having the right technology, it's about achieving peak performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 95 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission-critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today, tomorrow and into the future. The primary responsibility of the Associate Customer Support Manager (ACSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the ACSM will become involved and find a solution. Job Description The ACSM is responsible for the overall success of and the relationship between the Customer's Operation, Motorola Subcontractors, and Motorola Solutions within the T7 Territory which includes the following states: Arizona, Colorado, New Mexico, Nevada, Wyoming and Utah. Preferences will be given to candidates located in the state of Arizona and Colorado. Key responsibilities include: • Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance. • Work with customers to discuss concerns and drive corrective actions to closure. • Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables. • Ensure that customers receive appropriate and timely reporting as required by the Services Contract. • Manage sub-contractor's deliverables and adherence to agreed scope and outcomes. • Manage product quality issues as needed (FSB'S) • Engage in the case management process to ensure proper service delivery. • Assist partners and vendors as needed with payment and billing issues. • Identify and implement areas for improvement to ensure improved service quality and best practice delivery. • Ensure all operational documentation remain up-to-date and relevant. • Manage third-party vendors as needed. • Manage contract change management as needed. • Assist with the management of the MR-assigned service contracts. • Work with the Service Contract and Software Operations (SCSO) for contract loading, renewals, and service contract change order requests. • Gather and provide Booking Packages to SCSO for contract loading. • Work closely with the Motorola Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. • As a part of this process, the ACSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, and properly supported, and if not what additional services can be proposed. • Work with customer and field teams to create and/or update existing Customer Support Plans (CSP). • Create customer and service provider Statements of Work. • Execute contract documents and obtain customer purchase orders. • Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage) • Lead and manage the coordination of variation and other change request responses and implementation of approved changes. • Oversee the change implementation into service delivery operations in coordination with customers. • Work with customers on up-sell / cross-sell • Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs. • Achieve the stated on-time contract renewal goal • Achieve stated services growth goal for assigned contracts Specific Knowledge/Skills: • Experience with Salesforce • Basic financial acumen • Computer skills (i.e. MS Office suite) • Customer Satisfaction mindset • Understanding of Oracle / Services Lifecycle tool and Excel is preferred • Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred • Strong command of communication skills, both oral and written • Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures. Candidate Requirements: • Must be able to obtain background clearance as required by government customer(s) • The ACSM MUST reside in one of the following states: Arizona, Colorado, New Mexico, Nevada, Wyoming, and Utah. Preferences will be given to candidates located in the state of Arizona or Colorado. • The ACSM role requires 25% travel around the state of Arizona and/or Colorado for training purposes. Target Base Salary Range - $60,000 to $70,000 USD Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. #LI-NJ1 Basic Requirements • Bachelor's degree OR 2+ years of experience in one of the following: customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, or public safety experience. • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements Under 25% Relocation Provided None Position Type Experienced Referral Payment Plan Yes Our U.S. Benefits include: • 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 • and more! 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 thisReasonable Accommodations Formso we can assist you.
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Fulfillment Regional Safety, Compliance, and Loss Prevention Manager Remote - TX
STORD · Centralia, WA
## Regional Safety, Compliance, and Loss Prevention ManagerApplylocations: Remote - TXtime type: Full timeposted on: Posted Todayjob requisition id: JR102841Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord's end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures.About the Role The Regional Manager, Health, Safety, Compliance & Loss Prevention is responsible for executing and continuously improving Stord's HSS program across a defined region of fulfillment and warehouse facilities. Reporting to the Head of Health, Safety, and Security, this role translates enterprise standards into daily operational reality — driving consistent performance across sites, building regional team capability, and owning outcomes. Regional Manager hires, develops, and directs a team of site-level safety and loss prevention professionals, holding them accountable to program standards while coaching them to grow. Success is measured by regional safety performance, loss prevention effectiveness, compliance posture, and the strength of the team built to sustain a culture.# \*\*This is a remote role, however must be based out of Dallas, TX with the ability to travel 40-50%.\*\*# # **What This Role Owns**Regional Managers are active partners in program design, governance, and policy-setting — contributing regional insight, operational context, and field intelligence to enterprise decisions led by the Head of HSS. They own translating those standards into consistent regional execution and are accountable for identifying, assessing, and mitigating risks that drive financial, operational, and asset loss across their region. The Regional Manager is accountable for:* Regional safety, compliance, and loss prevention performance metrics and trend improvement.* Translating enterprise standards into site-level execution — ensuring consistent, high-quality program delivery across every facility in the region.* Hiring, onboarding, and developing a regional team of HSS and loss prevention professionals.* Loss prevention strategy and shrink reduction for their region — including investigation oversight, security controls, and carrier/vendor accountability.* Regional compliance posture across OSHA, state regulations, and Stord internal standards.* Escalation management: serving as the regional decision-maker for incidents, investigations, and regulatory inquiries.* Risk ownership: proactively identifying, assessing, and mitigating risks across the region that could result in financial loss, operational disruption, or damage to people and assets — before they become incidents.# **Key Responsibilities**## Team Leadership and Development* Recruit, hire, and onboard site-level safety and loss prevention professionals within the region.* Set clear performance expectations, conduct regular coaching conversations, and deliver structured feedback and development plans.* Build a high-accountability, growth-oriented team culture within the regional HSS function.* Identify talent gaps and succession needs; develop internal candidates for expanded roles.* Facilitate regional team meetings, knowledge sharing, and collaborative problem-solving across sites.## Safety Program Execution* Deploy and sustain enterprise safety standards across all regional facilities, ensuring consistent implementation.* Conduct or oversee facility safety audits, gap assessments, and corrective action tracking.* Support site leaders and operations teams in embedding safety into daily standard work and leadership routines.* Lead or oversee incident investigations within the region, ensuring root cause analysis quality and timely corrective action closure.* Represent the region in enterprise safety forums, surfacing trends, risks, and improvement opportunities to the Head of HSS.* Coordinate peak readiness reviews to ensure safety standards are maintained through volume surges and labor onboarding.## Loss Prevention and Asset Protection* Own regional loss prevention strategy, including shrink reduction targets, security controls, and investigative outcomes.* Oversee internal investigations related to theft, fraud, and inventory discrepancy — escalating to HR, Legal, or Law Enforcement as appropriate.* Analyze loss trends across the region and drive root cause resolution through operational and procedural improvements.* Manage CCTV, access control, and physical security standards across regional sites, partnering with facilities teams on remediation.* Build relationships with carrier partners, vendors, and law enforcement contacts to support loss prevention outcomes.* Partner with Operations and Finance to quantify and report on shrink, damage, and loss impact at the regional level.## Compliance and Regulatory Management* Ensure all regional facilities maintain compliance with applicable OSHA, state, and local regulations.* Serve as the regional point of contact for regulatory inspections, responding to inquiries and coordinating any required corrective actions.* Monitor regulatory changes with regional applicability and coordinate with the Head of HSS to update procedures accordingly.* Oversee Hazmat compliance within the region, including proper storage, labeling, training, and incident reporting.* Support site-level readiness for customer-required certifications such as GMP, GDP, CTPAT, or TAPA where applicable within the region.## Metrics, Reporting, and Continuous Improvement* Own regional safety and loss prevention KPIs, delivering regular performance reporting to the Head of HSS and regional operations leadership.* Drive trend analysis across regional sites to identify systemic risks before they become incidents.* Manage corrective action pipelines within the region, ensuring timely closure and verified effectiveness.* Champion near-miss and hazard reporting culture across sites, tracking participation rates as a leading indicator.* Partner with Ops Excellence to integrate safety and loss prevention improvements into standard operating procedures.## New Site Launches and Network Changes* Lead HSS readiness for new site launches within the region, including safety walkthroughs, program onboarding, and staff training.* Support automation and equipment commissioning activities from a safety perspective within the region.* Ensure staffing and program coverage scales appropriately as the regional network grows.# **Required Qualifications**## Experience* 7+ years of experience in health and safety, loss prevention, or operations compliance.* 3+ years of direct people management experience, with a track record of hiring and developing high-performing teams.* Multi-site experience in 3PL, eCommerce fulfillment, distribution, or manufacturing environments.* Demonstrated experience in loss prevention investigation, shrink management, or asset protection in a high-volume logistics or retail environment.## Technical Knowledge* Working knowledge of OSHA standards, state-specific safety regulations, and compliance program management.* Hands-on experience managing physical security systems, including CCTV, access control, and inventory protection protocols.* Familiarity with incident investigation methodologies and corrective action systems.* Comfort with Hazmat regulations and controlled substance handling requirements in a warehouse or fulfillment context.* Experience using safety and loss prevention data to drive operational decisions.## Credentials (Preferred)* ASP, CSP, or equivalent safety certification, or active pursuit of one.* Wicklander-Zulawski (WZ), Reid Technique, or equivalent interviewing certification preferred.* Lean, Six Sigma, or continuous improvement background a plus.* Familiarity with CTPAT, TAPA, or SOC-related security requirements a plus.## Leadership Profile* A builder and developer of people — energized by growing a team, not just managing one.* Highly credible with frontline associates and site operations leaders; earns trust through presence and follow-through.* Capable of holding the line on standards while maintaining strong, collaborative relationships with operations partners.* Analytical and data-driven; able to translate metrics into clear narratives and actionable plans for regional and executive audiences.* Comfortable in ambiguity — able to triage competing priorities, escalate appropriately, and keep the team focused under pressure.* Strong written and verbal communicator; able to represent the region in enterprise forums and deliver clear guidance to site teams.**We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Stord participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.**#J-18808-Ljbffr