Duration: Right-to-Hire
Compensation: up to $120K Base Salary + Bonus + Benefits + Signing Bonus
Location: Basking Ridge, NJ; Ashburn, VA; Cary, NC, or Denver, CO (No TRAVEL required)

Responsibilities:

  • Accountable for the Operations Team which is made up of service managers and related operational pods working in the telecommunications industry (NOT wireless).
  • Responsible for CPI/KPI attainment for customer operations.
  • Responsible for customer reporting, customer onboarding, customer satisfaction, customer digital engagement, client governance, operational pod performance, and optimization.
  • Manage the offshore Client Customer Service Representatives (located in Philippines, India, and Romania).
  • Perform client engagement for escalation management.
  • Communicate performance to sales leaders.
  • Participate in leadership calls, forums, and strategic planning events.
  • Implement new initiatives, perform training, and execute corporate strategies.
  • Work with the Strategy Office for implementation of initiatives and digital Innovation.
  • Responsible for proactive strategic development of initiatives across client lifecycle (all operational towers) that will enhance the client experience.
  • Involved in Transformational Innovation and value add initiatives.
  • Proactively communicate at risk areas and Service Improvement Plans.

Requirements:

  • 6+ years of Service Delivery Management.
  • Experience working on a Global scale and capacity.
  • Must have some telecommunications industry experience.
  • Experience working with cross functional teams related to customer operations and experience in B2B segments.
  • Strong supervisory skills and customer service experience.
  • Experienced handling and resolving escalations.
  • Bachelor's degree required.
  • ITIL and/or PMP Certified. (Nice to Have).