VP, Business Technical Support
The Vice President, Business Technical Support ensures a superior customer care experience is consistently provided to customers seeking technical assistance with their products and services. Through assessment of intangible variables, this role will identify and evaluate fundamental issues and provide strategy and direction for major functional areas. This position requires in- depth knowledge of the functional area, business strategies, and the company's goals. Provides technical support to midmarket and large business customers for our extensive portfolio of products that range from a full suite of Internet and Ethernet solutions over hybrid fiber-coax and 100% fiber, to video and voice solutions including phone and mobile, to unified communications and managed services.
MAJOR DUTIES AND RESPONSIBILITIES
- Provide leadership to the customer care technical support function and ensures the customer experience is the priority throughout the organization, promoting a customer-driven culture
- Directs and implements customer care activities; organizes and manages customer care personnel and facilities to provide in and out-bound technical support to midmarket and large customers. Directs and controls activities that support a business segment of medium and large size and impact.
- Oversees operating systems, including policies, procedures, and operating structures. Analyzes operations and efficiency of the contact center and builds plans to maximize call center effectiveness and efficiency. Aligns call center compliance with established customer service standards, policies and procedures.
- Develops close partnerships with technical operations and field engineering teams to ensure the proper processes and communications mechanisms are in place to support quick resolution of service-related issues.
- Develops a technical support strategy that supports the business’ customer segmentation strategy. Translates corporate strategy and field priorities into short- and mid-term objectives for the function.
- Responsible for budget management and monthly / quarterly forecast planning activities. Negotiates for resources and priorities that affect major aspects of the organization’s operations.
REQUIRED QUALIFICATIONS
- Required Skills/Abilities and Knowledge
- Expertise in developing and communicating business strategies, collaborating across business areas to create strategic alignment, and leading large, cross-functional teams to implement complex strategies
- Ability to communicate effectively across all organizational levels, and to prepare and present presentations to senior executive audiences
- Ability to lead large change, complex projects and initiatives, foster teamwork, and build a strong culture of collaboration
- Ability to create and foster a professional, respectful, cooperative and positive manner toward customers, employees, and the Company
- Expert ability to analyze data and develop and present data driven reports
- Knowledge of complex budget development and management
- Expert knowledge of call quality monitoring and training
- Highly proficient utilization of technology such as workforce productivity software, skills-based call routing, digital loggers, IVR’s or the Internet to reduce call volume to improve call center operating effectiveness and efficiency
- Ability to lead large, multi-layered customer care teams
- Ability to perform financial business planning and forecasting for a large department
- Required Education
- Bachelor’s degree in engineering, Business or related field, or equivalent experience
- Required Related Work Experience and Number of Years
- People Leadership / management experience – 10 years
- Engineering and/or network operations experience – 7 years
- Project management experience – 2 years
- Product strategy and development experience – 10 years
PREFERRED QUALIFICATIONS
- Preferred Skills/Abilities and Knowledge
- Superior knowledge of the company’s products and services
- Preferred Education
- Master’s degree Industry and vendor specific certifications and training (Cisco, Juniper, Alcatel-Lucent, etc.) Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)
WORKING CONDITIONS
Office environment Varying schedules in a 24 x 7 Customer Care Center Exposure to moderate noise levels Travel as required
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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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