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Director, Customer Experience and Quality Leader

1 month ago

Englewood, Colorado, United States Rise Broadband Full time
Job Description

Rise Broadband is seeking a highly skilled Director of Customer Experience and Quality Assurance to join our team. This role will be responsible for coordinating the Quality Assurance and KPI performance of the Customer Experience Center (CEC).

The ideal candidate will have a strong background in process management and experience working directly with senior management. They will be responsible for analyzing employee workflow, implementing process improvements, and identifying opportunities to improve the customer experience.

Key Responsibilities:

  • Collaborate with CEC leadership to provide recommendations for improved processes
  • Manage customer-facing programs and mobilize customer feedback to identify areas for improvement
  • Support the team in evaluating customer interactions and providing effective coaching to enhance the overall customer experience
  • Develop and implement quality standards for the CEC
  • Provide guidance to team members on administrative and technical problems
  • Prepare and deliver formal presentations to colleagues and management

Requirements:

  • Business-related college degree required
  • 5 years' experience in a business analyst, project management, or program management role in a complex business and systems environment
  • Process management background preferred
  • Familiarity with working directly with senior management preferred

Working Conditions:

  • Employee remains in a sitting position for prolonged hours
  • Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear

Disclaimer:

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.