Director, Technical Care
About The Position
At Sparklight/Cableone and our Cable One 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. We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT. What you will do to contribute to the company's success Evaluate and understand current customer support needs, while also anticipating future needs and building long-term sustainable solutions Drive continuous improvement of the customer experience through team, process and support tool development Build strong cross-functional and matrixed relationships and collaborate with cross functional departments, teams, and others to ensure a positive customer experience Manage and promote open and ongoing communication with commercial field operations teams in all geographic Regions Sponsor, implement and manage process and productivity improvement programs
Requirements
- Minimum 5 years call center management experience or proven leadership experience, preferably leading a virtual team in a technical or customer care environment
- Market and industry knowledge and awareness of trends associated with our customer’s environments to properly develop and deploy customer solutions
- Excellent project management, organizational skills, attention to details, follow-through, and overall customer service skills
- Demonstrate innovative thinking and thought leadership by developing departmental strategy that links to the overall company strategic direction
- Can implement defined strategy by effectively leading and driving change
- Strong people management experience (managed 5-8 direct reports, including managers) with demonstrated ability to train and develop others
Responsibilities
- Evaluate and understand current customer support needs, while also anticipating future needs and building long-term sustainable solutions
- Drive continuous improvement of the customer experience through team, process and support tool development
- Build strong cross-functional and matrixed relationships and collaborate with cross functional departments, teams, and others to ensure a positive customer experience
- Manage and promote open and ongoing communication with commercial field operations teams in all geographic Regions
- Sponsor, implement and manage process and productivity improvement programs
Benefits
- Medical, dental, and vision plans – start when you start!
- Life insurance (self, spouse, children)
- Paid time off (vacation, holiday, and personal/sick days)
- 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
- Tuition reimbursement (up to $5,250 on 1st year)
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
