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Head of Customer Operations

2 months ago

Camarillo, California, United States CALIFORNIA INTERNET L.P. Full time
Position Overview

The Customer Operations Director is tasked with overseeing the customer operations division, ensuring that both new and existing clients receive outstanding service. This role involves leading a diverse team, including Field Technicians, installers (both in-house and contractors), Tier 1 support, Dispatch, and Repair and Maintenance teams, to fulfill and surpass customer expectations.

Reporting Structure: Reports directly to the Vice President or a higher executive.

Core Responsibilities:

  • Formulate and execute strategic initiatives aimed at enhancing customer operations and elevating customer satisfaction levels.
  • Guide and supervise a team of customer operations specialists to guarantee efficient service delivery, encompassing Field Technicians, Dispatch, and Tier 1 Support.
  • Prioritize safety in all operational activities and projects.
  • Establish and nurture robust relationships with clients to comprehend their needs and resolve any issues promptly.
  • Engage collaboratively with other departments, such as sales and engineering, to ensure cohesive service integration and delivery.
  • Provide training and development opportunities for team members to maintain a safe and productive work environment.
  • Track key performance indicators (KPIs) to assess the effectiveness of client operations and pinpoint areas for enhancement.
  • Design and implement policies and procedures to optimize client operations processes.
  • Deliver regular performance reports and updates to senior management regarding the customer operations department.
  • Stay informed about industry trends and best practices to maintain competitive advantage in the market.

The ideal candidate should possess a bachelor’s degree in business administration or a related discipline, along with a minimum of 8 years of experience in client operations or a comparable role within the telecommunications sector. Essential skills include strong leadership, effective communication, and adept problem-solving abilities. Familiarity with microwave technology and knowledge of telecommunications systems and networks is highly advantageous.

Benefits Offered:

  • Comprehensive Medical, Dental, and Vision coverage, along with 401k and Life Insurance.
  • Generous vacation and sick leave policies, including floating holidays.
  • Access to an onsite gym facility.

Work Schedule:

  • Standard 8-hour shifts, Monday through Friday.

This role requires in-office presence. A minimum of 5 years of relevant experience is necessary for consideration.

CALIFORNIA INTERNET L.P. is committed to equal employment opportunities. All applicants will be evaluated for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.