Senior Networking Support Manager

1 week ago

Raleigh, North Carolina, United States Cox Communications Full time
About the Role

We are seeking a seasoned professional to fill the position of Senior Networking Support Manager at Cox Communications. As a key member of our organization, you will play a critical role in delivering exceptional customer experiences and driving business growth through innovative solutions and technologies.

Key Responsibilities
  • Lead a team of technical experts in resolving complex customer issues, developing processes to improve client services, and analyzing data to inform business decisions.
  • Develop and implement processes that benefit the client services organization, ensuring seamless integration with existing systems and infrastructure.
  • Serve as the escalation point for team members and engage upper management as needed, providing guidance and support to ensure successful resolution of customer issues.
  • Monitor ticket and phone queues to ensure timely resolution of customer issues, maintaining high levels of customer satisfaction and loyalty.
  • Motivate the team to deliver exceptional end-to-end client experiences across all client tiers, fostering a culture of excellence and continuous improvement.
Department Analytics
  • Gather and assess data points to provide regular reporting on client and technology health, identifying trends and areas for improvement.
  • Review survey feedback to improve services, tools, and the overall client services experience, ensuring alignment with business objectives and goals.
  • Execute ticket deep dive analysis to identify areas for improvement, implementing process changes and best practices to enhance customer satisfaction.
  • Develop service- and business-level objectives to measure performance, tracking key metrics and providing insights to inform business decisions.
Other Responsibilities
  • Oversee the technical solutions repository and client documentation repository, ensuring accurate and up-to-date information is available to the team.
  • Handle confidential information with discretion, maintaining the highest levels of professionalism and integrity.
  • Develop an effective framework for managing and improving customer IT support, leveraging industry best practices and emerging technologies.
  • Provide technical guidance and mentorship to team members, supporting their growth and development in their roles.
About You

We are looking for a motivated and customer-centric individual with a strong background in data analysis and technical leadership. You will have a bachelor's degree in a related field and 8 years of experience in a related field, with a minimum of 3 years of management or leadership experience.

  • Strong analytical and problem-solving skills, with the ability to analyze complex data sets and identify trends and areas for improvement.
  • Excellent communication and leadership skills, with the ability to motivate and inspire team members to deliver exceptional results.
  • Experience working with Salesforce service console, Excel, and PowerPoint, with a strong understanding of data analysis and reporting tools.
  • Operational skill in managing large teams and prioritizing tasks, with the ability to adapt to changing priorities and deadlines.
About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. We are committed to delivering exceptional customer experiences and driving business growth through innovative solutions and technologies.

Benefits

We offer a comprehensive benefits package, including health care insurance, retirement planning, and paid days off. Our benefits are designed to support your well-being and help you achieve a better work-life balance.

Equal Employment Opportunity

Cox Communications is an Equal Employment Opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive work environment.

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