A successful and growing Greater Cincinnati based wireless communications company is looking to add Director of Customer Experience to their team. Reporting to the COO, the Director of Customer Experience oversees the development and implementation of company-wide initiatives that improve customer relations and brand loyalty. By using their leadership and planning skills, they can develop goals and initiatives that will help improve customer experience.

The Director is responsible for strategies specific to the planning, developing, and directing of the call center operations and customer service programs. The Director will establish and communicate the service standards to operations and deliver quality customer satisfaction KPIs and metrics. The Director will communicate KPIs and metrics to leadership and the company via near real-time Dashboards through exceptional reporting. This role will supervise up to 8 direct reports and dozens of employees.

Client was founded over 30 years ago and specializes in providing Wireless Broadband Internet, Fiber Internet, TV, Hosting and VoIP phone services to both residential and commercial customers in the rural Midwest. Great company culture with aggressive growth plans.

Experience in the Telecommunications industry is strongly preferred, or a similar industry.

OVERVIEW:

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains departmental supervisory staff.

• Oversees the daily workflow of the department.

• Provides constructive and timely performance evaluations.

• Handles discipline and termination of employees in accordance with company policy.

• Leads with a positive attitude and professionalism.

• Communicates and supports the company vision, mission and objectives.

Duties/Responsibilities:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.

• Establishes performance metrics for customer service representatives.

• Establishes service levels and requirements for the department.

• Creates and enhances dashboards for the staff’s performance and provides a summary dashboard for leadership.

• Develops and implements methods to record, assess, and analyze customer feedback.

• Develops and implements training and quality assurance programs for new hires and experienced employees.

• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.

• Acts as a liaison between the customer service department and other divisions in the company.

• Drafts and implements the department’s budget.

• Performs other related duties as assigned.

QUALIFICATIONS

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.

• Excellent organizational skills and attention to detail.

• Strong analytical and problem-solving skills.

• Strong supervisory and leadership skills.

• Proficient with Microsoft Office Suite or related software.

• Strong experience with different OSS systems

EXPERIENCE AND EDUCATION

• Bachelor’s degree preferred.

• At least five years of related experience required, with prior management experience highly preferred.

Job Type: Full-time

Pay: $80,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Cincinnati, OH: Relocate before starting work (Required)

Work Location: In person