Job Description

An Amazing Career Opportunity for a Customer Support Operations !!

Location: Eden Prairie, MN

Job ID: 46208

This is a senior individual contributor role that partners closely with the Director of Customer support to execute on defined priorities and direction for evaluating, evolving, and integrating the FARGO and Evolis customer support organizations within the SI Desktop Business Units.

As a key operational partner, this individual is responsible for leading structured assessments, translating leadership direction into executable plans, and owning delivery of agreed-upon initiatives that improve customer experience, service quality, and operational efficiency across both brands.

The role operates at the intersection of leadership-defined strategy and hands-on execution. This individual brings external market awareness, direct customer and technician insight, and strong operational expertise to help inform direction, then drives implementation across people, processes, tools, and data—without formal people leadership authority.

In the first 12–18 months, this role is expected to deliver measurable progress toward a more unified, scalable, and automation-enabled support operating model for FARGO and Evolis, while intentionally preserving brand differentiation where it matters.

Who are we?

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. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

As our Customer Support Operations, you’ll support HID’s success by:

• Partnering closely with the Director of Customer Support to operationalize and execute a defined vision of best‑in‑class customer support for FARGO and Evolis, informed by customer pain points, technician feedback, competitive benchmarking, and market expectations.
  • Leading structured current‑state assessments of support operations, workflows, tools, and performance metrics to identify gaps, redundancies, and opportunities for scalable improvement.
  • Translating leadership‑defined strategic direction into a clear, phased execution roadmap and owning delivery while maintaining tight alignment with leadership and key stakeholders.
  • Serving as the day‑to‑day execution owner for integrating FARGO and Evolis support operations across people, processes, tools, and data, while respecting intentional brand differences.
  • Evaluating and recommending new support and service offerings—including tiered and paid services such as premium support models, onsite training, and partner‑led customer support—and defining the operational requirements to enable them.
  • Enabling support capabilities that reduce low‑value, repetitive interactions and improve speed, clarity, and consistency of customer outcomes.
  • Defining and supporting the rollout of self‑service and system‑driven experiences such as automated RMA visibility, proactive notifications, guided troubleshooting, and scalable knowledge delivery.
  • Leading evaluation and consolidation of support tools and platforms, balancing cost efficiency, usability, scalability, and the ability to support multiple engagement models (direct customer, partner‑led, premium tiers).
  • Maintaining and executing against a multi‑year technology and automation roadmap aligned with Customer Support leadership priorities, customer experience goals, and long‑term operational scalability.
  • Designing, documenting, and implementing global support frameworks, including L1–L3 support models, specialization strategies, escalation paths, and quality feedback loops to improve resolution quality and reduce unnecessary handoffs.
  • Improving end‑to‑end RMA and quality workflows, ensuring trends are visible, escalated appropriately, and addressed through durable, systemic solutions.
  • Partnering with Product Management, Engineering, Sales, Quality, and Regional Support leaders to clarify accountability, reduce reactive escalations, and drive sustained improvements to field issues.
  • Defining, tracking, and operationalizing key performance indicators such as Customer Satisfaction (CSAT), Customer Effort Score (CES), Cost of Poor Quality (COPQ), case handling time, and first‑contact resolution.
  • Building transparency through insights and reporting that enable informed prioritization and decision‑making at leadership and operational levels.
  • Leading change‑management efforts across regions and brands, influencing adoption and alignment while maintaining execution momentum.
  • Modeling strong ownership, structured problem‑solving, and customer‑centric thinking.

Your Experience and Background include:

• Bachelor’s degree in business, operations, engineering, or a related field; or equivalent relevant professional experience or equivalent combination of education and relevant experience.
• 4 - 8 years of experience in customer support operations, technical operations, service design, or service transformation roles within complex, global environments.
• Demonstrated experience leading operational change, integration efforts, or process evolution at scale.
• Proven ability to translate ambiguity into clear plans and executable outcomes.
• Strong track record of influencing without authority and navigating organizational complexity.
• Experience gathering and interpreting operational data, building reports, and presenting insights to senior stakeholders.

What we can offer you:

• Competitive salary and rewards package

• Competitive benefits and annual leave offering, allowing for work-life balance

• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case.

The base salary in the United States is $117,000 to $160,000.

This opportunity may be open to flexible working arrangements.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

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

Please be aware that our recruitment process may include the use of AI-powered tools to assist in screening applicant resumes. These tools help us efficiently identify candidates whose qualifications and skills align with the job description. We use AI in a responsible manner and in accordance with applicable data privacy laws and regulations. Importantly, all applicants are reviewed by our Talent Acquisition team. AI is used to support, not replace, human judgment in the evaluation process.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

When you join our HID team, you’ll also 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. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

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