Manager Digital Operations Support

Career Area: Technology, Digital and Data Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Definition Oversees day-to-day support activities for specific products and services.

Ensures that workforce is adequately staffed to meet customer support requirements. Identifies tasks, assigns and coordinates resources. Ensures that adequate records and systems are maintained and problems are resolved. Ensures full compliance with the service agreement in effect. Serves as a point of escalation for all issues that require special attention.    Leads a team in the support process through organizational development and resource management; gives professional guidance throughout the planning and delivery process.

Descriptors Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.   Level Extensive Experience: •    Differentiates assumptions, perspectives, and historical frameworks. •    Evaluates past decisions for insights to improve decision-making process. •    Assesses and validates decision options and points and predicts their potential impact. •    Advises others in analyzing and synthesizing relevant data and assessing alternatives. •    Uses effective decision-making approaches such as consultative, command, or consensus. •    Ensures that assumptions and received wisdom are objectively analyzed in decisions. Effective Communications : Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.  Level Extensive Experience: •    Reviews others' writing or presentations and provides feedback and coaching. •    Adapts documents and presentations for the intended audience. •    Demonstrates both empathy and assertiveness when communicating a need or defending a position. •    Communicates well downward, upward, and outward. •    Employs appropriate methods of persuasion when soliciting agreement. •    Maintains focus on the topic at hand. Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.  Level Extensive Experience: •    Ensures capture of lessons to be learned from a problem-solving effort. •    Organizes potential problem solvers and leads problem resolution efforts. •    Uses varying problem-solving approaches and techniques as appropriate. •    Contributes to standard practices for problem-solving approaches, tools, and processes. •    Analyzes and synthesizes information and devises alternative resolution strategies. •    Develops successful resolutions to critical or wide-impact problems. Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.   Level Extensive Experience: •    Employs various group decision-making methods depending on the situation. •    Promotes efficacy through monitoring, coaching & motivating subordinates, intervention, etc. •    Translates vision into specific functional or departmental