This management position offers you the opportunity to play a key role in a new service launch and line of business for Brightstar to expand globally.
The Director will lead a customer focused and dynamic team that delivers best in class repair services to consumers across Canada. The leader will hire, train, manage a team and develop, and implement best-in-class repair services for the Mobile repair program. This leader will manage a team of Market Managers and technicians who will drive and be accountable for all aspects of service delivery of repairs to stores and consumers with the goal of being best in class.
Responsibilities:
- Manage day-to-day national operations of the Mobile repair program by ensuring service expectations are met and exceeded by the Mobile repair team.
- Manage a team of Market Managers across Canada ensuring they are managing and supporting the Mobile repair technicians with optimal scheduling and coverage.
- Co-ordinate the hiring, training and management of a large team of Nationally located repair technicians – building a strong collaborative team culture.
- Ensure operational processes and procedures are in place by working with cross-functional teams to ensure the team is supported in field to be as efficient as possible.
- Manage and maintain KPIs for the Mobile repair service, ensuring performance aligns to and meets/exceeds KPI’s, such as repair turnaround time (TAT) CSAT/NPS and operational cost metrics.
- Develop an operational cadence to the Mobile repair program on a weekly, monthly, quarterly basis with the Mobile repair team and internal teams to review business results and plans.
- Identify, strategize, and develop improvements to improve the Mobile repair program by working with Product, IT and operational teams to consistently raise the bar.
- Work closely with Reporting/Analytics and Inventory to support the Market Managers/field technicians on a day to day basis and ensuring operation process and procedures are met.
- As a senior leadership leader on the Mobile repair team will play a key role in developing and evolving the Mobile repair service.
- Manage the overall growth and reputation of the Mobile repair brand ensuring operational excellence across all areas.
Auto req ID
15023BR
City
Toronto
State
Ontario
Country
Canada
Job Family Group
Operations
Job Family
Operations General Management
Requirements/Skills
- Bachelor’s degree preferred
- 10+ years of relevant experience in Repair, Supply Chain & Operations management in a wireless and high-tech electronics, repair, or extended warranty/insurance industries.
- Previous experience leading and managing a team of 5 or more is a must
- Extensive experience with Excel, Word, Outlook, PowerPoint, PowerBI/Tableau/Qlik. SQL knowledge is a plus
- Advanced Microsoft office (Excel, PowerPoint, Word) skills are a strong asset
- Comfortable dealing directly with customers and other stakeholders
- Strong oral and written communication skills
- Demonstrated problem solving and analytical skills
- Strong attention to detail, accurate, thorough and timely
- Highly flexible and adaptable to change, able to work self-directed
- Ability to travel up to 25% as required
Are you a Brightstar?
At Brightstar, we handle every stage of a mobile device’s lifecycle for our customers—from the moment it’s manufactured to trade in and re-sale, and everything in between.
This industry moves fast. But so do we. What’s innovative today might become outdated tomorrow, so we have to be able to see the big picture and sweat the small details. Doing that successfully takes trust, teamwork and a knack for making the complicated simple.
We’re looking for creative, quick and relentless talent to join the team. Are you one of us?
Apply Now
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