Vice President, Customer Care

Where

Wichita, KS

What you'll be doing

Ensures the successful implementation and management of call center operations dedicated to serving customers, the company employees and supporting values to ensure that both short and long-term operation objectives and financial goals are met. Leads, reviews, and manages progress toward a standardized customer experience and performance deliverables to ensure enterprise performance in delivering results. Develops a culture in which employees serve, solve and sell in a way that supports the company strategies and reinforces the culture. Serves as a role model for the customer care team in all aspects of the business. Balances the urgency of meeting budget and service goals with a positive work environment that focuses on team success, diversity and inclusion. Coaches and develops direct reports and sets direction to ensure all employees are coached, developed and motivated to achieve results. Conducts reviews of direct reports to ensure performance standards are met and, if not, takes immediate action to improve performance level. Hires directors and other key personnel with the abilities required to lead the achievement of business goals and create a diverse workforce. Leads the talent review process to ensure necessary talent is in the pipeline. Analyzes the department operations to achieve highest level of customer experience and ensure consistency with annual and long range planning efforts. Collaborates with all critical boundary partners (field, network operations, technology, marketing, etc.) to shape the customer experience. Assures a smooth integration of new products and service offerings into the customer care operation. Sets challenging goals, delegates and coordinates effectively motivating staff to achieve department results.

What your background should be

The candidate should have 10 or more years of experience required in a call center environment. Demonstrated experience in managing multiple layers of leadership. Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization. Demonstrated ability to manage and solve complex problems. Ability to manage customer service for complex marketing strategies and multiple product lines. Ability to execute customer care strategies that provide targeted service delivery to customers.

Required Schooling / Training

BS/BA degree in related discipline; MBA degree strongly preferred.

Who is the client company

The company provides digital cable television, telecommunications and home automation services.

If you are interested in this position, send your resume to apply@kochdavis.com