Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

• Competitive salary
• Paid vacation/holidays/sick time- 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Check us out!: https://youtu.be/rS3_3zSHb4Q

What you will do

The Schedule & Dispatch Operations Support Manager is responsible for supporting high‑quality scheduling and dispatch operations. This role leads the Security and Fire domain trainers and the Service Excellence Coaches (QA), ensuring consistent training, coaching, and performance support for scheduling and dispatch teams. The position focuses on strengthening workflow accuracy, team readiness, and operational alignment by developing effective training materials, driving process improvements, and maintaining clarity across systems and procedures. The ideal candidate brings strong analytical ability, operational insight, leadership capability, and excellent communication skills to collaborate with trainers, supervisors, and cross‑functional stakeholders. This leader ensures training materials reflect current processes and system updates, maintains alignment across learning and operational priorities, and supports a cohesive, well‑trained workforce that delivers consistent, accurate, and efficient scheduling outcomes.

How you will do it

Leadership & People Management

• Lead, coach, and develop the Security & Fire domain trainers, ensuring delivery of high‑quality training programs that support scheduling and dispatch, and domain‑specific processes.
• Manage the Service Excellence Coaches (QA) team, including workload planning, calibration sessions, QA strategy execution, and performance development.
• Foster a unified culture across trainers and QA coaches that emphasizes accuracy, continuous improvement, and exceptional employee support.

Operational Support & Workflow Alignment

• Provide support to schedule and dispatch teams as needed, particularly in areas connected to training, quality, and process clarity.

• Partner with supervisors, managers, and cross‑functional stakeholders to maintain alignment on scheduling processes, training needs, and operational priorities.
• Monitor training and quality insights to identify workflow gaps and recommend improvements that enhance efficiency, accuracy, and overall team readiness.

Training Strategy & Learning Development

• Oversee the creation and maintenance of training resources, including blended learning modules, interactive PowerPoints, facilitator guides, job aids, and process documentation.
• Ensure new hire training, upskilling, and domain‑specific instruction are consistently delivered and aligned with current business needs.
• Support the design and execution of learning strategies that improve scheduling accuracy, system adoption, customer experience, and employee proficiency.

Quality Assurance & Continuous Improvement

• Lead the Service Excellence program for scheduling and dispatch operations, including scoring, reporting, coaching standards, quality calibration activities, and disputes.
• Analyze performance trends and quality insights to drive process updates and training enhancements.
• Collaborate with managers to ensure quality feedback is acted on and performance gaps are addressed.

System Expertise & Support

• Act as a subject‑matter expert for scheduling platforms such as MASterMind, ServicePower, Genesys, Optymus and related dispatch tools.
• Coordinate with IT and product teams on system updates, testing, issue resolution, and rollout communication.
• Support end users by troubleshooting system-based challenges and ensuring correct utilization of scheduling tools.
• Promote consistent and correct usage of scheduling systems across the S&D.

Communication & Stakeholder Engagement

• Communicate process changes, system updates, training releases, and QA insights to leaders and frontline teams.
• Work closely with supervisors, managers, and cross-functional teams to ensure alignment in operations and training initiatives.
• Build strong partnerships with field operations, domain leadership, product teams, and management.
• Provide visibility into training performance, quality metrics, and operational readiness.

What we look for

Required

• 3+ years of experience in schedule and dispatch, operations support, training, or quality assurance.
• Experience leading trainers, coaches, or operational support teams.
• Strong understanding of scheduling and dispatch workflows in a customer service or field service environment.
• Demonstrated ability to develop training materials and manage quality assurance programs.
• Excellent communication, stakeholder engagement, and facilitation skills.
• Strong analytical and organizational abilities with a continuous improvement mindset.
• Proficiency in Microsoft Office tools, including PowerPoint and Excel.
• Proficiency in the Learning Hub as a curator.

Preferred

• Experience in Security, Fire, or other technical service domains.
• Familiarity with MASterMind, ServicePower, Genesys and Optymus.
• Experience with adult learning principles, training delivery methods, or process improvement tools.

HIRING SALARY RANGE: $85,200-117,200 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.