Head of Customer Operations
2 weeks ago
The Director of Customer Operations at CALIFORNIA INTERNET L.P. is tasked with steering the customer operations division to deliver outstanding service to both new and existing clientele. This role encompasses leadership over Field Technicians, installers (both in-house and contracted), Tier 1 support, Dispatch, as well as Repair and Maintenance teams, ensuring that all customer commitments are not only met but surpassed.
Reporting Structure: Reports directly to the Vice President or an equivalent senior role.
Core Responsibilities:
- Formulate and execute strategic initiatives aimed at enhancing customer operations and elevating customer satisfaction levels.
- Oversee and guide a team of customer operations experts to guarantee the effective provision of services, including Field Technicians, Dispatch, and Tier 1 Support.
- Prioritize safety in all operational activities and projects.
- Establish and nurture robust relationships with customers to comprehend their needs and address any concerns effectively.
- Engage collaboratively with other departments, such as sales and engineering, to ensure smooth integration and service delivery.
- Provide training and development opportunities for team members to maintain a safe and productive work environment.
- Track key performance indicators (KPIs) to evaluate the effectiveness of client operations and pinpoint areas for enhancement.
- Devise 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 on industry trends and best practices to keep the company competitive in the marketplace.
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 capabilities. Familiarity with microwave technology and knowledge of telecommunications systems and networks will be considered advantageous.
Employee Benefits:
- Comprehensive Medical, Dental, Vision, 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 necessitates in-office presence. A minimum of 5 years of relevant experience is required 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.
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