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About the Role

The Customer Service Manager II leads Customer Operations teams supporting order management, case resolution, and customer service for commercial and strategic accounts. This role is accountable for service performance metrics, including SLA compliance, backlog health, quality, customer satisfaction, coverage, and escalations. The manager builds and develops high-performing teams while collaborating across the business to resolve issues, improve processes, protect customer commitments, and enhance the overall customer experience.

Responsibilities

Leading daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses.
Owning key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy.
Serving as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery.
Coaching and developing team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans.
Monitoring queue health, staffing levels, schedule adherence, and team capacity to proactively identify and mitigate service risks.
Recruiting, onboarding, training, developing, and cross-training team members to build a high-performing and flexible support organization.
Leading quality audits, conducting root-cause analysis, and implementing corrective actions to drive continuous improvement.
Utilizing CRM and ERP data to track performance metrics, maintain operational scorecards, and identify trends.
Partnering closely with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer-impacting issues.
Strengthening the voice-of-customer feedback loop by translating customer insights into actionable improvements.
Driving process optimization initiatives that enhance efficiency, service quality, and overall customer experience.

Requirements

Bachelor’s degree or equivalent combination of education and relevant professional experience.
Five or more years of experience in customer service, order management, account operations, or customer support.
Three or more years of experience leading, coaching, and developing teams.
Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.
Demonstrated success in coaching and developing employees to achieve performance and service goals.
Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.
Strong data analysis and reporting skills, with the ability to drive decisions through metrics and insights.
Experience with capacity planning, workload forecasting, and resource optimization.
Track record of leading cross-functional initiatives and process improvement efforts across multiple business functions.
Experience leading multi-site or regional customer operations teams in complex, customer-facing environments is preferred.
Proven ability to support products with complex configurations, pricing structures, or strategic account requirements is preferred.
Hands-on experience with Salesforce, Oracle, or comparable CRM and ERP platforms is preferred.
Lean, Six Sigma, project management, or change management experience preferred is preferred.

Location

Austin, Texas

Work Type

Full-time

Experience Level

5+ years of experience in customer service, order management, account operations, or customer support
3+ years of experience leading, coaching, and developing teams

Education Level

Bachelor's degree or equivalent combination of education and relevant professional experience

Benefits

Competitive salary and rewards package
Competitive benefits and annual leave offering, allowing for work-life balance
Extensive career development opportunities and resources to maximize your potential

About the Company

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.
We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees.
HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.
This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.
You'll be part of the ASSA ABLOY Group, the global leader in access solutions.
You’ll have 63,000 colleagues in more than 70 different countries.

Equal Opportunity

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.