Available for possible short-term assignments.

JOB SUMMARY:The Area Operations Manager (AOM) is responsible for process management and actively assists in management of daily activities including the coordination of contracted employees, escalation management, open call management and other duties as directed by Executive VP, Area VP and Regional Service Managers (RSMs). The AOM ensures the successful operation of service delivery across the assigned Area of responsibility. Each AOM is also assigned a “focus” area of the business which includes at least one of the following: Training Coordination. Locating background checks and certifying contracted employees to augment Park Place Technologies field organization. Managing L3 backline partners and International delivery partners. Interface between logistics & Contact Center and field organization. Project coordinators, as required to support business requirements.ESSENTIAL DUTIES AND RESPONSIBILITIES: • Drives critical service calls to solution, coordinates resources, reports and communicates to customers and management. • Creates and submits daily reports including: Critical Account Report, aged-open call reporting and weekly status updates. • Acts as a liaison between customers, partners and Field Engineers for service incidents that are deemed Severity 1 priority, VIP status or aged-open requests.• Participates and drives escalation management, drives and enforces the escalation process for all calls; communicates issues impacting customer satisfaction.• Assigns contracted employees to an open incident where ever need.• Quotes T&M incidents and processes billing to ensure accuracy, works in conjunction with the T&M specialist.• Provides performance feedback to AVPs on Field Engineers.• Ensures procedures are documented where applicable in all departments, including: repair