Manager Digital Operations

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Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Responsibilities

• Serves as the Cat Customer Support leadership representative in region, providing local leadership, coordination, communication, and alignment across CCS priorities and initiatives.
• Leads regional CCS resources in partnership with functional leaders, ensuring local execution aligns with CCS strategy, service priorities, and business objectives.
• Works 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.
• Partners 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.
• Drives aligned execution across regional CCS teams and functional partners to meet support, service, and business objectives.
• Ensures adherence to CCS processes, service standards, and operational discipline while identifying opportunities for continuous improvement.
• Serves as a regional escalation point for issues requiring special attention and leads cross-functional resolution of high-impact customer and dealer concerns.
• Leads recruitment, hiring, development, retention, and engagement of regional CCS employees.

Required Qualifications

• Bachelor’s degree or equivalent experience.
• 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.
• Strong communication, problem-solving, and stakeholder management skills.
• Experience in people leadership, including coaching, talent development, performance management, hiring, and engagement.

Preferred Skills

• 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.
• Proven experience of 7+ in leadership roles
• 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.

Skill Descriptors
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.
Level Extensive Experience:
• Differentiates assumptions, perspectives, and historical frameworks.
• Evaluates past decisions for insights to improve decision-making process.
• Assesses and validates decision options and points and predicts their potential impact.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Uses effective decision-making approaches such as consultative, command, or consensus.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.

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.
Level Extensive Experience:
• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

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.
Level Extensive Experience:
• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.
Level Extensive Experience:
• Employs various group decision-making methods depending on the situation.
• Promotes efficacy through monitoring, coaching & motivating subordinates, intervention, etc.
• Translates vision into specific functional or departmental initiatives.
• Uses emotional contagion to affect the mood of group members, tone of group and group processes.
• Uses a normative decision model (with leadership styles and situational variables) to select style.
• Initiates structure: role clarification, setting standards, holding subordinates accountable, etc.

Customer Interaction: Knowledge of the principles and techniques of communicating with a customer; ability to utilize tools and techniques for customer interaction.
Level Extensive Experience:
• Provides customer support on difficult problems.
• Teaches techniques for transitioning from problem solving to sales opportunities.
• Analyzes the characteristics of threats and selects the proper plan of action for handling them.
• Evaluates techniques for face-to-face, telephone and web-based interactions.
• Advises on methods for identifying leads and procedures for turning them over.
• Implements tactics to de-escalate problem situations immediately.

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.
Level Extensive Experience:
• Collaborates with other functions on establishing and documenting joint standards.
• Develops quality assurance and monitoring mechanisms.
• Advises on the development of customer support policies and practices.
• Implements cross-functional standards and procedures.
• Evaluates the impact of standards and policies across functional specialties.
• Analyzes existing and evolving procedures for their efficiency and effectiveness.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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