Manager Digital Operations Support

Who is CAT Digital? What do we do?

Big machines require big thinking. Are you looking for your next big challenge?

Cat® Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

Job Opportunity:

We are seeking talented individuals to join our team to help us establish and grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery!

Join Cat Customer Support and help shape the experience our customers and dealers have with Caterpillar’s digital solutions every day. This role offers the opportunity to lead in region at the center of customer success, operational excellence, and digital transformation—connecting teams, improving support outcomes, and turning customer and dealer insights into actions that strengthen adoption, loyalty, and business performance across the enterprise.

Cat Customer Support is hiring a Manager Digital Operations Support to provide local leadership of a support team consisting of business development consultants, knowledge & training, dealer support consultants and technical analysts. This Manager role will represent Cat Customer Support in region working closely with business partners, Dealers, and Digital Adoption Representatives. The position is responsible for improving customer and dealer support satisfaction, aligning regional execution to global CCS strategy, and driving operational improvements such as higher Tier 1 resolution, higher customer satisfaction, lower case age, and lower cost to serve through strong cross-functional partnership and disciplined service delivery.

What will you do?

• Serve as the Cat Customer Support leadership representative in region, providing local leadership, coordination, communication, and alignment across CCS priorities and initiatives.

• Lead regional CCS resources in partnership with functional leaders, ensuring local execution aligns with CCS strategy, service priorities, and business objectives.

• Work closely with Cat Dealers and Digital Adoption Representatives in region to improve customer and dealer support satisfaction, strengthen adoption, and align support delivery to regional business needs.

• Partner with local Tier 2 teams to identify and implement shift-left opportunities that increase Tier 1 resolution, reduce case age, and lower cost to serve.

• Drive aligned execution across regional CCS teams and functional partners to meet support, service, and business objectives.

• Ensure adherence to CCS processes, service standards, and operational discipline while identifying opportunities for continuous improvement.

• Serve as a regional escalation point for issues requiring special attention and leads cross-functional resolution of high-impact customer and dealer concerns.

• Lead recruitment, hiring, development, retention, and engagement of regional CCS employees.

This position works directly with Slovakia based engineering leadership and Cat Digital IT in the US.

What you have:

Background and experience:

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.

• Customer Interaction: Knowledge of the principles and techniques of communicating with a customer; ability to utilize tools and techniques for customer interaction.

• Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.

• Progressive experience in customer support, dealer support, service operations, or digital operations.

• Experience leading teams and influencing in a matrixed, cross-functional environment.

• Strong knowledge of support operations, including case management, escalations, and service delivery.

• Experience partnering with Dealers and regional stakeholders to improve customer and dealer satisfaction.

• Experience using operational metrics to drive performance improvement and continuous improvement.

• Experience driving shift-left strategies to improve Tier 1 resolution, reduce case age, and lower cost to serve.

Top Candiadates will also have:

• Experience with CRM, contact center, or case management platforms such as Salesforce, Microsoft, or ServiceNow.

• Experience with Power BI reporting, dashboard development, and trend analysis.

• Experience supporting global or 24x7 service delivery models.

• Knowledge of digital support, customer adoption, or dealer enablement models.

Leadership Expectations

• Provide strong regional leadership and operational accountability across Cat Customer Support teams and priorities.

• Drive continuous improvement, shift-left strategies, and disciplined execution to improve service performance and cost efficiency.

• Foster a culture of proactive ownership, collaboration, and accountability across regional and functional teams.

• Use data, insights, and operational metrics to guide decisions, prioritize actions, and improve customer and dealer support outcomes.

• Champion innovation and AI adoption to improve support processes, team effectiveness, and customer experience.

What we offer:
At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well as very competitive compensation and benefits packages, like:

• 4500+ euros / month gross

• Performance related annual cash incentive

• Industry leading Pension plan

• 5 days of extra vacation above the legislative requirement

• Attractive Life insurance

• 1 voluntiering day

• Multisport Card

Take the chance to apply now for this position at Cat Digital Slovakia branch!

Contract type:

Full-time

Place of work:

Kosice, Slovakia

Additional Information:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. ​

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.​

Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html​

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