Director, Customer Service Operations
New
O
OXIOTelecom-as-a-service
Remote, United StatesFull-TimeDirector
SalaryCompetitive salary and stock option incentive program
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Job Details
- Languages
- English and Spanish
- Experience
- 8-10 years of total experience with 5+ years in managing regional or global support teams
- Required Skills
- Operations ManagementBudget managementProcess improvementCustomer support
Requirements
- BA/BS degree or equivalent practical experience.
- 8-10 years of total experience with 5+ years in managing regional or global support teams.
- Multilingual fluency in English and Spanish.
- Experience in launching or managing an outsourced BPO delivering customer-facing services.
- Ability to thrive in a fast-paced and highly ambiguous environment.
- Effective self-starter capable of identifying opportunities and driving projects to completion.
- Excellent communication skills for distilling complex ideas.
- Prior work experience with Amazon Connect, Amazon Q, and Amazon LEX is highly desirable.
- Previous experience with wireless, telecommunications, or high-value subscription services is highly desirable.
- Portuguese language proficiency is a plus.
Responsibilities
- Lead and direct daily operations of the customer support organization to ensure superior service delivery and quality.
- Design and implement customer-centric support interfaces, processes, automation, and KPIs.
- Drive continuous process improvement projects to enhance performance metrics, including first contact resolution, resolution time, and contact rates.
- Develop and execute a strategy to scale the support organization cost-effectively through automation and strategic outsourcing.
- Incorporate AI and automation workflows to maximize efficiency and reduce operational cost to serve.
- Manage, configure, and optimize the Amazon Connect CRM system.
- Manage and develop Level 1 Customer Support and Level 2 Network Operations Center (NOC) employees.
- Direct Business Process Outsourcing (BPO) partners supporting frontline customer care operations.
- Establish and manage the annual budget for the support organization, overseeing all associated suppliers.
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