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Remote Operations Program Manager

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Program Management
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WD30060789360 Requisition #
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Johnson Controls is embarking on a multi-year transformation to change the way it delivers value to its customers. Through transformation, we will explore, embrace and adopt new ideas, processes and technologies that will help us 1) integrate our operations, providing one face to the customer; 2) improve our customers’ satisfaction with our installation and service delivery and 3) become a dynamic, exciting place to work for our employees. We need change leaders with strategic vision to help us realize these goals.

The Remote Operations leader will be at the center of determining how and how fast the BSNA field operations takes advantage of the growing opportunities presented by the Internet of Things and connected technologies in a newly connected world. This program leader will build and execute the strategy for how we use remote operations – remote diagnostics, remote resolution, remote offerings – to grow our company, support our customers and become more productive in service delivery within our HVAC, Fire & Security businesses. This leader will also champion associated culture change around the need for and value of remote operations and associated technology adoption.

How you will do it:

• Build the organization’s short and long term strategic roadmap for the Remote Operations program including overall goals and objectives, setting and achieving performance metrics, timelines, ROI, team building, etc.
• Program manage entire program as laid out on the roadmap
• Evaluate the current remote operating models within each domain; determine if and how they should be harmonized
• Define strategy for investments in existing remote programs and introduction of new processes, technologies, infrastructures and human resources to support transformation objectives.
• Partner with business leaders to drive and support a consistent and common vision of successful remote operations execution across the domains
• Assess location(s) for building out centralized remote capabilities and work with Transformation team to create and implement recommendations and plans
• Regularly review business operations for activities, processes and offerings that can benefit from a remote delivery model
• Understand workload, capacity and process variations in remote centers, and establish programs to facilitate standardization and consistent execution
• Identify, implement and report key metrics to gauge remote operations success and ongoing operational performance
• Partner with Products teams to create and maintain a mechanism for two-way information sharing that optimizes product and service offering development
• Work in a collaborative, cross-functional, and cross-cultural manner and exhibit change leadership



What we look for:

• BA/BS degree or equivalent experience in Business, Operations, or a related field.
• Minimum of 10 years of experience in one or more of the following functions: business operations, service, call center/remote monitoring operations, strategy, project management, or process improvement.
• Experience developing strategic initiatives which align with business goals and budget.
• Experience in diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problems.
• Proven track record of collaborating cross-functionally in a matrix structure and influencing stakeholders at a variety of levels of the organization.
• Experience communicating strategy and complex business initiatives in a clear and concise manner to multiple types of audiences and channels.
• Proficiency in Microsoft Suite Applications (Word, Excel, Access, OneNote, PowerPoint, Power BI and Sharepoint).
• Willing to travel up to 25% of the time for business purposes.
• MBA/Master’s degree.
• Experience in Security, Fire or HVAC industry.
• Experience establishing start-up technical solutions and services teams.
• Ability to think outside of the box and have the confidence to break down silos and suggest hard decisions.
• Interest and previous experience in remote operations, call center management, transformational change, project management office and/or operational excellence.
• Technical background

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.


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