Coinstar Hiring for Sr Manager, Technical Kiosk Operations Job at Bellevue, WA Full Time

The Senior Manager, Technical Kiosk Operations will lead timely and high-quality technical service and support of the global Coinstar kiosk fleet. This role will partner with technology, products, internal engineering, and field teams to continuously monitor and improve the serviceability of over 23K kiosk locations worldwide. This role acts as a player/mentor, providing leadership and technical direction for kiosk support.

The Technical Kiosk Operations team is primarily responsible for software configuration builds, kiosk connectivity, pre-deployment testing and validation of configurations, outbound file deployments, pilots, and beta testing of kiosk software and hardware solutions. The team also owns support for all Coinstar field personnel and vendors interacting with kiosks, sustaining engineering initiatives, and research and analysis related to the preceding activities to ensure continuous improvement of our Coinstar kiosk network.

Key Responsibilities

• Drives strategic design and implementation, working with key partners at all levels in technology and across the business.
• Ensures kiosk technology platform standards (that are in-lined with company expectations) are established, well documented, deployed, and followed.
• Provides mentorship, direction, and leadership support of kiosk software deployments, patching, component lifecycle management, and version control.
• Ensures field operations and vendors receive the necessary level of technical support in order to keep kiosks maintained and operational with minimal downtime.
• Monitor overall Kiosk health including root causes and propose solutions for sustaining initiatives; ensure issues are identified as isolated or systemic within kiosk population and addressed immediately or advanced to the internal engineering teams.
• Own key vendor relationships and negotiate costs, including but not limited to those vendors that provide wireless services, remote kiosk management, and critical kiosk hardware.
• Manage telephony contracts and usage to meet SLAs and budget constraints.
• Work with supply chain and hardware engineering to evaluate specifications of kiosk components.
• Develop departmental goals and objectives consistent with, and in support of, corporate objectives.
• Define departmental service levels and metrics to assess performance relative to service levels, ensuring the staff is focused on providing high standards of service and support.
• Hire, retain, and develop a highly motivated and effective staff and ensure their efforts maintain and enhance the performance of the kiosk with a focus on maintenance sustainability.
• Leads projects that enhance the overall effectiveness and maintainability of the overall kiosk network.
• Ensure effective flow of communication between the field operations, product, technology, and engineering teams.
• Ensure departmental budget and fiscal performance is maintained accordingly.
• Assist in building a culture of collaborative teamwork, customer-focused service, and successful teams.

Education & Experience

• BS degree in a related field, engineering, or comparable work experience.
• 10+ years in a technical services environment
• 5+ years leading teams in a field service/support environment.
• 5+ years designing, creating or maintaining computer-based mechanical systems.
• A demonstrable track record of working successfully with technical support personnel, end-users, and business management.

Knowledge, Skills & Abilities

• Working knowledge of electromechanical systems and associated software and hardware interactions.
• Solid understanding of telephony.
• Demonstrated success in creating and leading diverse technical teams.
• Data analytic and reporting skills.
• Solid roadmap development skills.
• Strong organizational, leadership, decision-making, problem-solving, and communication skills.
• Strong team orientation and collaboration skills and understanding of success metrics for successful teams.

We are Coinstar because of our people. We believe that continued good health, financial security, and work-life balance are important. We offer a complete, progressive benefits package including an outstanding healthcare plan, 401k match (immediately vested), generous paid time-off, paid parental and adoption leave, corporate matched giving, and more. In addition, we have a casual and flexible work environment with work from home options.

We value and embrace their unique and diverse talents, perspectives and experiences and strive to build an environment where each individual can bring their best self to work. We are an Equal Opportunity Employer. Coinstar will ensure that persons with disabilities are provided with reasonable accommodations. We believe diversity and inclusion make us a better, more innovative, and successful company, and we seek to recruit and retain a diverse talent pool. Even if you do not meet every qualification, we encourage you to apply.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Bonus pay

Work Location: One location