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

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by a relentless pursuit to help keep people safer everywhere. We build and connect technologies to protect people, property and places. Our solutions foster collaboration in safer communities, schools, hospitals, businesses, and ultimately safer nations. Department Overview At Motorola Solutions, we help make everywhere safer. We build and connect technologies across the safety and security ecosystem. Our video security systems, powered by responsibly built AI, focus human attention where it matters so organizations can act with more certainty. The team is the frontline connection for our enterprises and public safety partners, delivering specialized support for Video Security & Analytics (VS&A) Customer Care and Digital Radio Network (DRN) infrastructure. We solve for safer by ensuring customers have continuous operational performance when it matters. Job Description Sr. Manager for VS&A Customer Care & DRN Support – Lead a dedicated organization of technical specialists, fostering an inclusive environment that solves complex real‑world challenges. Oversee the delivery of support services with an always‑on rigor, ensuring critical communications and intelligence systems remain optimized and secure. Connect advanced analytics with responsive customer service to help customers collaborate seamlessly and protect people, property, and places. 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, using 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, setting 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. Compensation Target Base Salary Range: $130,000–$150,000. Pay within this range varies and depends on job‑related knowledge, skills, and experience. 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. Employer work permit sponsorship not available. Travel Requirements Under 10%. 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. and more. Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally protected characteristic. #J-18808-Ljbffr Motorola Solutions