Sr. Manager VS&A Customer Care & DRN Support (Hybrid)

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

At Motorola Solutions, we help make everywhere safer. We do it by building and connecting technologies across every part of the safety and security ecosystem. Our video security systems, powered by responsibly built AI, focus human attention where it matters most so organizations can act with more certainty. This team is the critical frontline connection for our enterprises and public safety partners, delivering specialized support for Video Security & Analytics (VS&A) Customer Care and Digital Radio Network (DRN) infrastructure. We are committed to "Solving for safer" by ensuring our customers have continuous operational performance in the moments that matter.

Job Description

As a Sr. Manager for VS&A Customer Care & DRN Support, you will work in a people-first culture that empowers leadership, operational excellence, and customer-centric innovation. In this role, you will lead a dedicated organization of technical specialists, fostering an inclusive environment where unique perspectives thrive to solve complex real-world challenges. You will oversee the delivery of support services with an always-on rigor, helping to ensure that critical communications and intelligence systems remain optimized and secure. By connecting advanced analytics with responsive customer service, you will help our customers collaborate seamlessly and dynamically protect people, property, and places.

Key Responsibilities:

Operational Leadership

• Drive strategic execution across customer service workflows to optimize case resolution metrics and technical support delivery for technical systems

• Manage service-level objectives with an always-on rigor to maintain operational performance and system availability for critical customer infrastructure

• Direct day-to-day escalations, utilizing comprehensive operational visibility to simplify workflows and accelerate incident resolution

Team & Inclusive Excellence

• Foster a collaborative, inclusive team culture aligned with modern Employee Experience frameworks to maximize talent engagement and potential

• Mentor and develop technical support specialists, establishing clear performance expectations and supporting individual career growth

• Align internal training initiatives with technological advancements, ensuring teams can deliver highly context-aware customer assistance

Strategic Customer Partnership

• Collaborate with internal engineering and product infrastructure teams to share field insights and drive continuous technology improvements

• Partner with enterprise leaders and public safety agencies to address systemic maintenance challenges before they impact operations

• Oversee critical communications support strategy, connecting technical diagnostics with proactive operational recommendations

Target Base Salary Range: $130,000-$150,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• Bachelor's Degree
• 5+ years of experience in technical customer support management or operations management
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.