Director of Customer Care & Service Delivery
ImOn Communications, LLC • Cedar Rapids, IA6d • Onsite
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Director of Customer Care & Service Delivery
ImOn Communications, LLC•Cedar Rapids, IA
•Onsite
About The Position
At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. We are committed to delivering exceptional broadband experiences and building lasting relationships with our customers. We're looking for a dynamic, customer-focused leader to join our team as Director of Customer Care & Service Delivery. This critical leadership role is responsible for overseeing the entire customer journey, from initial order through installation, activation, and ongoing support. The ideal candidate is a strategic and operational leader who is passionate about customer experience, team development, process improvement, and driving measurable business results. If you're energized by leading high-performing teams, improving customer satisfaction, and shaping operational excellence in a fast-paced environment, we'd love to hear from you.
Requirements
- Bachelor's degree in Business Administration, Management, Communications, or a related field preferred.
- Equivalent leadership experience will be considered.
- 8 to 10 years of progressive leadership experience in Customer Care, Customer Experience, Operations, Service Delivery, or Call Center Management.
- Proven experience leading multiple operational teams.
- Telecommunications or broadband industry experience preferred.
- Demonstrated success leading organizational change and operational transformation.
- Experience managing budgets, workforce planning, and performance metrics.
- Exceptional leadership, coaching, and talent development skills.
- Strong customer-centric mindset.
- Excellent analytical, operational, and problem-solving abilities.
- Experience leading cross-functional initiatives and organizational change.
- Outstanding communication and presentation skills.
- Strategic thinker with proven execution capabilities.
- Data-driven decision-maker with a focus on results.
- Process improvement and project management expertise.
- Ability to thrive in a fast-paced, evolving environment.
Nice To Haves
- Telecommunications or broadband industry experience preferred.
Responsibilities
- Lead and develop Customer Care and Service Delivery teams, fostering a culture of accountability, collaboration, and exceptional customer service.
- Oversee the end-to-end customer journey, driving improvements in customer satisfaction, loyalty, retention, and overall experience.
- Manage customer care operations to achieve service levels, quality standards, productivity goals, and revenue objectives.
- Direct service delivery functions, including order fulfillment, scheduling, installations, and customer communications, ensuring efficient and seamless execution.
- Drive operational excellence through process improvement, performance management, data-driven decision making, and cross-functional collaboration.
- Manage departmental budgets, workforce planning, and financial performance while optimizing efficiency and controlling costs.
- Partner with technology teams to implement innovative solutions, enhance automation, and improve both employee productivity and customer satisfaction.
Benefits
- Competitive pay
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
- Paid time off (vacation, holidays, and sick days)
- Company-provided tools, uniforms, and vehicle for field roles
- Employee discounts on services and partner programs
- Wellness and employee assistance programs
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What This Job Offers
Job Type
Full-time
Career Level
Director
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