Vice President - Customer Service

TDS Telecom•Madison, WI

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? The Vice President - Customer Service is responsible for leading the operations of the contact centers across multiple functions, including Consumer Contact Center Sales and Support, Customer Repair, Financial Services, Customer Retention, and Consumer Order Coordination. This role requires a thorough understanding of business goals to drive strategic initiatives and practical solutions that contribute to long-term success in a results-oriented environment. Additionally, the role works closely with business partners to lead and develop a customer support strategy that enhances the overall customer experience. This collaboration ensures alignment with other functional areas to enhance customer satisfaction, retention, and operational efficiency. The position will oversee the creation and execution of policies, procedures, and performance metrics to ensure excellence in customer service and support. A key focus is continuous improvement, ensuring optimal customer satisfaction, and the role is accountable for implementing effective scheduling practices that align capacity with demand, anticipating fluctuations to maintain high service levels. The role also involves managing staffing levels and identifying opportunities for efficiency and cost-effective customer support solutions.

Requirements

Bachelor's Degree OR 4+ years professional work experience.
10+ years' experience in strategic leadership roles
5+ years’ experience specific to customer contact operations

Nice To Haves

MBA or advanced degree in Marketing, or related field preferred.
Strong commitment to delivering exceptional customer experience, building loyalty, and ensuring customer success.
Familiarity with customer relationship management (CRM) systems, contact center technologies, and other relevant tools.
Deep understanding of telecommunications operations, network infrastructure, market dynamics, and competitive landscape.
Strong analytical skills to interpret market data and make data-driven decisions.
Exceptional interpersonal, presentation, and stakeholder management skills with the ability to build trust and alignment across all levels of the organization.
Highly accountable, agile, and focused on achieving measurable outcomes in a fast-paced, competitive environment.

Responsibilities

Develop and implement strategies for Consumer Contact Center Sales and Support, Customer Repair, Financial Services, Customer Retention, and Consumer Order Coordination to enhance customer satisfaction and operational efficiency.
Monitor and analyze performance metrics across all customer contact functions, ensuring alignment with organizational goals and continuous improvement.
Partner with other departments to lead and develop a customer support strategy that enhances the overall customer experience and aligns customer contact strategies and initiatives with overall business objectives.
Establish and enforce policies and procedures for customer contact operations to ensure consistency, quality, and compliance with industry standards.
Oversee development of top talent within the customer contact operations team, fostering a culture of excellence and continuous improvement.

Benefits

Associates scheduled to work 20 or more hours per week have access to:
Medical Coverage
Dental Coverage
Vision Coverage
Life Insurance
401(k) Plan
Generous Vacation & Paid Sick Leave
Seven Paid National Holidays & One Floating Holiday
Paid Parental Leave (6 weeks after 12 months of employment)
Adoption & Surrogacy Assistance
Employee Assistance & Wellness Programs
Associates working 30 or more hours per week additionally have access to:
Short-Term & Long-Term Disability
TDS Service Discounts
Education Assistance
Paid Volunteer Time
In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.