What you will do

The VP will be responsible for bringing together the Johnson Controls Building Solutions, North America (BSNA) Central Operations Operating Model and Strategies. They will lead a strategic effort to ensure that Johnson Controls implements the most effective technology, data and analytics in order to reinvent and simplify its operating model, drive revenue enhancement opportunities for profitable growth, improve installation and service delivery on customer sites, and ensure back-office customer support and field delivery models are aligned so that customers are served right the first time. This executive role will provide leadership and manage resources for central operations, comprised of 1,300 employees.

How you will do it

• Responsible for customer experience, agent productivity, and the cost centers for BSNA's Central Operations organization.

• Simplify and optimize the centralized operations operating model (alarm monitoring, customer care/support, remote operations/technical training teams, schedule & dispatch, strategic accounts, field support) throughout North America.

• Develop, deploy and deliver innovative Contact Center offerings for BSNA that are tied to the enterprise growth vectors.

• Support the field service organization through centralized support, remote services and technical training teams.

• Partner with teams that drive data science, business intelligence and automation into the organization.

• Direct long-range planning and program development.

• Develop and lead strategic project delivery business plans to contribute to profitable and innovative business growth while mitigating risk.

• Direct and examine our current business practices to determine operational effectiveness and revise programs to increase quality, productivity and customer retention.

• Develop and implement policy and measure policy effectiveness.

• Lead customer experience programs and initiatives.

• Develop a strong industry network to stay abreast of best practices and trends.

• Develop goals and measure performance/effectiveness of programs and services, in partnership with Region leaders.

• Partner with Region VPs and other functional leaders to measure effectiveness of delivery model and optimization efforts

• Partner with finance to create and drive financial and non-financial quantitative metrics.

What we look for

• University degree or equivalent combination of education and experience.

• 10 years' experience in operations, customer experience, call centers or field organizations

• 5 years' experience in leading large regional or national field organizations.

• Strong operational and financial analysis skills.

• Superb analytical skills with a sound intuitive ability to work in a complex and dynamic global business environment.

• Excellent customer interaction skills.

• Strong presentation skills.

• Experience working in a matrix environment.

Johnson Controls International plc. 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, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit . If you are an individual with a disability and you require an accommodation during the application process, please visit .