Call Center – Infrastructure Software Support Manager

Aptiv

Call Center and Infrastructure Software Support Manager overseeing support operations at Wind River. Managing the call center team and improving internal support tools and systems.

Posted 5/1/2026full-timeWalnut Creek • California • 🇺🇸 United StatesMid-LevelSenior💰 $102,000 - $153,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee our support operations, manage the call center team, handle licensing matters
Ensure the seamless functioning and improvement of internal support websites and infrastructure
Recruit, select, hire, and train new call center, licensing, and operations personnel
Effectively and efficiently run the call center and licensing team meeting all performance goals
Propose and implement plans to improve and optimize support platforms and tools
Collect and analyze call agents' data to prepare performance reports
Evaluate individual performance reviews and overall team effectiveness
Assist the team in resolving challenging customer service issues
Monitor team performance and provide necessary tools for enhancement
Evaluate team results and objectives to determine operational strategies
Continuously monitor system performance and resolve operational problems
Present monthly and annual action plans and objectives to stakeholders
Ensure compliance of tools and policies used by Customer Support Organization

Requirements

What you’ll need

Proven experience in managing call center and software licensing operations
About 5 year’s experience is desired
Desirable, familiarity with Salesforce CRM, Agentforce and Coveo for optimizing customer interactions
Understanding of chatbot technologies and their integration into customer service processes
Ability to work effectively with a diverse group of individuals with varying levels of technological knowledge
Basic knowledge of web development to facilitate internal support website maintenance
Strong leadership skills and the ability to recruit, train, and manage a high-performing team
Exceptional analytical and problem-solving skills for data analysis and performance evaluation
A proactive attitude towards addressing challenges and improving processes.

Benefits

Comp & perks

Flexible home office! We offer the flexibility of a hybrid work schedule or 100% remote
Named Top Workplace for the 8th year in a row
100% Employee covered Medical, Dental, and Vision insurance*
Flexible Time Off policy* + 12 observed Holidays
401K with company match
Health Savings Account (HSA) and Flexible Spending Account (FSA)
Wellness Benefits through Unmind

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center managementsoftware licensing operationsdata analysisweb developmentchatbot technologies integration

Soft Skills

leadershiprecruitmenttrainingproblem-solvinganalytical skillsproactive attitude