Service Operations & Quality Manager

As an operational leader at Cerence Inc., your responsibilities will include coordinating major incidents, managing knowledge for the team, ensuring customer expectations are consistently met, overseeing problem management activities, onboarding new processes, and validating daily tickets and supporting documentation. You will also be involved in team leadership by conducting new hire interviews, mentoring incident managers, monitoring team performance, and supporting the Operations Centre Manager with shift administration for the Pune team. To excel in this role, you should possess a strong skillset in producing policies, procedures, reports, and metrics, along with at least 7 years of proven experience in a senior/supervisory role focusing on crisis management. ITIL certification and practical exposure to incident, problem, and change management are essential, as well as a solid understanding of SLAs, OLAs, and performance metrics. Your crisis management skills will be put to the test as you lead and remain composed in stressful situations, while also influencing technical conversations and making informed decisions quickly. Your ability to manage senior stakeholders, lead virtual crisis teams, and mentor/training staff members will be crucial. Excellent organizational, communication, and leadership skills are a must, along with experience in high-availability, mission-critical environments. Delegation, prioritization, and effective communication at all levels, including executives, will be key aspects of this role. Join Cerence Inc., the global industry leader in creating unique automotive experiences, and be part of a passionate team driving innovation in the voice and AI space for cars. As we continue our ambitious growth agenda, we are looking for someone to help shape the future of automotive technology and contribute to meaningful innovation in a rapidly expanding industry. Cerence Inc. is an equal opportunity employer committed to creating a safe workplace environment. All employees are expected to adhere to security protocols, report any suspicious activities, respect corporate security procedures, comply with regulations, promote a zero-tolerance policy for workplace violence, and prioritize information security and data privacy requirements. If you are ready to be part of a dynamic team dedicated to transforming the automotive industry through cutting-edge technology and innovation, apply now to join Cerence Inc. in shaping the future of voice and AI in cars.,