VP, Service Delivery & Support
Title: VP, Service Delivery & Support
Other Locations: null
Leads and oversees operations for Service Delivery provisioning and activation, Corporate Customer Escalations, and other Care related Shared Service functions. Responsible for defining the vision, strategy, and processes to effectively manage these operations. Directs trend analysis to identify opportunities to reduce cost and drive customer experience improvements.
Major Duties And Responsibilities
Actively and consistently support all efforts to simplify and enhance the customer experience
Collaborates with leadership within Customer Care, Technical Operations, Marketing, Legal, and Regulatory to develop and implement best-practice strategies to address customer issues, efficiently provision and activate service, and deliver an optimal customer experience.
Develops, leads, and implements strategies, practices, and processes that manage corporate customer escalations effectively and efficiently. Serves as an advocate for the customer.
Oversees service level agreement management and reporting for Service Delivery, Corporate Escalations, and Shared Services functions.
Responsible for all back office operational processes supporting Customer Service, Billing, and Technical Operations activities including E911, LNP, Provisioning and service activation.
Responsible for contract administration and oversight of back office activities performed by 3rd parties.
Attracts and retains highly effective management and supervisory staff through mentoring, coaching, development, appraisal, and motivational techniques.
Assists in the preparation and management of capital budget, operational budget, and expense management for assigned area.
Performs other related duties, as assigned.
Skills/Abilities And Knowledge
Ability to read, write, speak and understand English
Ability to communicate orally and in writing, in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Ability to prioritize and organize effectively
Ability to supervise and motivate others
Ability to use personal computer and software
Knowledge of broadband products and services
Strong customer focus and proven customer advocacy
Thorough understanding of root cause analysis and customer escalations resolution
Proven track record of developing staff and maintaining a high standard of employee relations
Knowledge of key elements that comprise the end-to-end customer experience
Expertise implementing effective practices that diagnose and resolve customer issues
Outstanding internal and external communication skills at all levels
Bachelors degree required. Masters degree preferred.
Cable Industry Leadership Experience
General Management Experience
Customer Communications Experience
Customer Escalations Experience
Some travel required