Customer Care Operations Manager

Cable ONE • Prescott, AZ

20h • Remote

About The Position

The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center (VCC). This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience. We are open to hiring remote if we find the right talent in any of these states (AL, AK, AR, AZ, CO, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT). At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. A Brief Overview The Customer Care Operations Manager is responsible for the day-to-day operations of the Virtual Contact Center. This position works closely with internal business partners combining project management, training, and business expertise to guide new product and process implementation to ensure a positive customer journey and experience. What this position does to contribute to the Company’s success Partners with Director Customer Operations to execute new strategic initiatives for the Customer Operations Department. Collaborates with departments across the organization to put internal and external best practices in place for new processes, product implementations and launches. Ensures all projects, initiatives, and processes are in conformance with established policies and objectives of the Customer Operations. Directs multiple concurrent cross-departmental improvements and enhancements to processes. Takes ownership of any escalations related to Customer and Virtual Operations, while working across departments to solve problems. Participates in project meetings, both internally and externally to ensure accurate business requirements are met, required resources are secured, and quality assurance testing is executed. Manages performance and billing with outsource partnerships and vendors as related to 3rd party phone representatives. Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values.

Requirements

• Associate's Degree A.A. or equivalent from two-year college or technical school required.
• 5 years or more Call Center Management Experience required.
• Proficiency in Excel, Microsoft Teams, Power BI.
• Must have excellent time management skills to balance many tasks and communication pieces constantly.
• Must be a self-starter who can move projects forward with limited guidance.
• Must have demonstrated interpersonal, team building, and communication skills.
• Must have a technical mindset and ability to assist with solving technical problems.
• Must have basic understanding of project management and change management.

Nice To Haves

• Bachelor's Degree preferred.
• An equivalent combination of education and experience may substitute for the education.
• Project Management and Operations Management Experience preferred.

Responsibilities

• Partners with Director Customer Operations to execute new strategic initiatives for the Customer Operations Department.
• Collaborates with departments across the organization to put internal and external best practices in place for new processes, product implementations and launches.
• Ensures all projects, initiatives, and processes are in conformance with established policies and objectives of the Customer Operations.
• Directs multiple concurrent cross-departmental improvements and enhancements to processes.
• Takes ownership of any escalations related to Customer and Virtual Operations, while working across departments to solve problems.
• Participates in project meetings, both internally and externally to ensure accurate business requirements are met, required resources are secured, and quality assurance testing is executed.
• Manages performance and billing with outsource partnerships and vendors as related to 3rd party phone representatives.
• Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees