Director, Customer Care

**Primary Location:** 1550 W Deer Valley Rd , Phoenix , AZ , US **Director, Customer Care Onboarding / RevUp**

* Leads a team of Onboarding managers, supervisors, and specialists who are focused on new hire education and performance management ensuring that all candidates are fully ready and confident as they transition to their production teams.

* Partners with Recruitment and Talent Acquisition to identify and implement processes that will enable Care to fully meet capacity targets for new hires, which includes being creative and innovative using hiring events, employee referral programs, and other tactics to bolster the candidate pool.

* Assists and provides feedback to Learning Development so that the Care training curriculum is kept current and in alignment with learning strategy.

* Defines and improves end-to-end processes that affect the new hire experience, including interviews, assessments, onboarding information and improvement of the Care RevUp Program. Ensures optimal engagement of all levels of employees through effective use of recognition programs.

* Works with internal Care partners to share best practices and measurements that would be of benefit to our outsourced operations. This improves new hire onboarding and service delivery for all entities that provide customer service to Cox customers.

* Develops a culture in which employees serve, solve and sell in a way that supports Cox strategies and reinforces the Cox culture. Serves as a role model for the Customer Care team in all aspects of the business. Balances the urgency of meeting budget and service goals with a positive work environment that focuses on team success, diversity and inclusion.

* Coaches and develops direct reports and sets direction to ensure all employees are coached, developed and motivated to achieve results.

* Analyzes the productivity of the Customer Care organization and recommends adjustments to staffing, performance targets and resources in order to maximize results.

* Conducts reviews of direct reports to ensure performance standards are met and, if not, takes immediate action to improve performance level.

* Hires managers, supervisors and individual contributors with the abilities required to lead the achievement of business goals and create a diverse workforce.

* Analyzes summaries of operating results and makes recommendations that influence the goals of the department, COE and enterprise.

* Directs the development and implementation of strategies to support high quality customer experiences, new product deployment and operational efficiency.

* Develops and implements annual operating plans to ensure that strategic initiatives are created to achieve the departments budgeted revenue.

* Provides input and subject matter expertise in the annual budgeting process. Recommends plan adjustments and targets that will meet or exceed budgeted objectives.

* Champions company-wide initiatives and new product launches, and directs successful implementation in areas of responsibility

* Develops programs, policies and resource plans in order to maximize the efficiency and productivity of the Customer Care organization.

* Participates in the talent review process to ensure necessary talent is in the pipeline.

* Prepares crisis management plans, serves a first responder, and manages during the crisis period.

* Directs the development of appropriate tracking metrics and monitors the performance of the department to ensure that department and center objectives and regulatory standards are met.

* Directs, reviews and manages progress toward a standardized customer experience and performance deliverables, makes necessary tradeoffs between local and enterprise performance in delivering results.

* Reviews and directs the development/revision of programs, policies, reports, invoices and payments as required.

* Manages departmental budgets and controls expenses while meeting or exceeding revenue and service objectives.

* Provides direction to ensure company policies and procedures are followed and necessary accounting procedures and internal controls are in place.

* May collaborate with peer-level leadership group within and across the enterprise center on special projects and initiatives and to ensure that strategies and processes are aligned to optimize opportunities.

* May collaborate with all critical boundary partners (Field, Network Operations, Technology, Marketing, etc.) to shape the customer experience.

* Collaborates with local and corporate Human Resources to ensure the human resource needs of the Customer Care teams are met.

* Oversees relationships with affiliates or other outside organizations

* Communicates customer concerns, opportunities, implementations and related issues within the center, across COEs, and with Atlanta staffs.

* Leads Customer Care team meetings to communicate progress toward targets and changes in direction, products, policies, expectations, processes and standards.

* Creates and participates in opportunities to serve as a public representative and image builder of Cox in the local community in order to network and develop and maintain Coxs presence; e.g., promotes and/or attends non-profit events, serves as a member of the Chamber of Commerce and other local councils.

* Remains current on technical information regarding Coxs telephony, data and video products and offerings, Customer Premises Equipment (CPE), networking, as well as leadership skills through completion of required/recommended training program.

**Who We Are**

At Cox, we strive to provide the best customer service to our clients, every time. And, since youre so dedicated to our clients and customers, were dedicated to you in providing top-flight benefits and support.

Keep scrolling down to learn more.

**Benefits**

* Generous compensation plans

* MyTime: Flexible time off policies

* Free in-network womens healthcare

* Cox U: Thousands of free online classes

* Dollars for Ideas: Well pay for your continuing education

* Adoption assistance

* Home & Auto insurance

* Pet insurance for your fluffy loved ones

* Telehealth: Phone and video visits with a doctor in minutes

Tonya Wallace

Director of Agile Delivery I love that Cox gives engineers a voice. Ive seen workplaces where its more of a just sit there and code type of environment. Not here. They encourage communication and transparency. All teams have the ability to share ideas. Billy Mullner

Automotive Technician II One of the best things here are all the great benefits. ASE certifications are super important to me and I always like learning new things. Marco Valero

Manager of Software Engineering Cox leaders care about their employees career paths and help them grow into better professionals and members of the community. And I love that the company provides lots of training, challenging problems to solve, and opportunities to learn new technology and skills. Jarrod Baer

Portfolio Manager I enjoy my coworkers because of the unity we have. We share best practices and talk about how we can better our clients experience as well as our company. **Inclusion makes us stronger**

We thrive on what makes us different and celebrate each others unique abilities and perspectives. We embrace an inclusive culture of fairness and respect, value and belonging, empowerment and growth. No two employees look or think the same and we prefer it that way