Tier One Operations Team Manager

Siemens Digital Industries is an innovation leader in automation and digitalization. Closely, collaborating with partners and customers, we care about the digital transformation in the process and discrete industries. With our Digital Enterprise portfolio, we provide and encourage companies of all sizes with an end-to-end set of products, solutions and services to integrate and digitalize the entire value chain. Meaningful optimization for the specific needs of each industry, our outstanding portfolio supports customers to achieve greater efficiency and flexibility. We are constantly adding innovations to its portfolio to integrate groundbreaking future technologies.

We are seeking an experienced and motivated Tier One Support Manager to lead our frontline support team - the first point of contact for all platform issues. This role is responsible for ensuring the fast, effective, and customer-focused resolution of cases, using AI, automation, and knowledge management to streamline the resolution of known issues and drive continuous improvement.

In addition to operational excellence, the Tier One function is designed to be a talent pipeline: the manager will actively coach, identify, and prepare top performers for growth into Tier Two, Tier Three, or other organizational roles. This position is critical to both maintaining service excellence and building the future of our support organization.

• Lead, mentor, and support Tier One specialists, fostering a culture of accountability, collaboration, and customer-first service.
• Actively identify and develop high-potential team members, preparing them for advancement across the organization.
• Ensure appropriate coverage models, scheduling, and cross-training to maintain high service levels across time zones and peak demand periods.

• Be responsible for the intake and first-response process, ensuring customers and partners receive clear, timely, and professional communication.
• Handle daily Tier One operations, including case triage, known issue handling, partner concern management, and customer updates.
• Streamline known issue resolution by demonstrating AI, automation, and knowledge bases to reduce manual effort and accelerate response times.
• Build and maintain runbooks, FAQs, and self-service tools that empower faster resolution and reduce repeat issues.

• Develop and monitor Tier One-specific benchmarks, including Time to First Response, First Contact Resolution, Escalation Rate, and CSAT.
• Use data and metrics to identify trends, close performance gaps, and drive continuous improvement initiatives.
• Partner closely with Tier Two, QA, Product, and Engineering teams to ensure smooth handoffs, effective issues, and root cause resolution.
• Lead change management efforts when introducing new tools, automation, or processes, ensuring adoption and measurable impact.

• Expand Tier One's role in engaging directly with partners to build trust, capture feedback, and surface recurring issues.
• Collaborate with Product, Adoption/Training, Communications, and other teams to ensure consistent messaging and proactive support.
• Serve as the voice of Tier One in cross-functional forums, representing frontline insights to influence product, process, and platform improvements.
• Create feedback loops with partners to strengthen transparency, improve service delivery, and align Tier One efforts with organizational priorities.

• Bachelor's degree in business, information technology, or related field (or equivalent experience).
• Proven experience in customer support, platform operations, or service delivery; with at least 3 years in a leadership role.
• Shown success leading frontline support teams, including coaching, performance management, and career development.
• Strong background in case management systems (e.g., JIRA, ServiceNow, Salesforce) and escalation processes.
• Demonstrated ability to use AI and automation to streamline workflows and improve service delivery.
• Experience developing and reporting on indicators, SLAs, and customer satisfaction metrics.
• Strong communication and interpersonal skills, capable of engaging effectively with both technical and non-technical partners.
• Familiarity with ITIL practices, incident management frameworks, or customer success methodologies is a plus.
• Knowledge of SaaS and cloud-based platforms; experience with tools such as Atlassian, Salesforce, NICE CXone, Amplitude, Eloqua, or Contentful is advantageous.