Job Summary
The Director of Customer Care leads and enhances our global support operations delivering high-quality customer customer and internal client services and driving operational excellence.
Core Responsibilities & Accountabilities
- Develop and execute operational strategy for the delivery of customer care for a variety of Somos products.
- Lead and manage operations of the Help Desk, ensuring exceptional service delivery and operational efficiency.
- Collaborate with internal stakeholders to refine and enhance the support strategy for our government contract(s).
- Develop and implement innovative strategies to continuously improve help desk processes, systems, and customer satisfaction.
- Oversee third party contracts and budget ensuring cost-effectiveness and efficient allocation of resources.
- Build, lead, and motivate high-performing teams; manage performance and ensure fair and decisive handling of personnel matters.
- Develop relationships with and conduct regular outreach to Somos customers
- Foster a culture of collaboration and inclusivity, effectively working with diverse teams across cultures and global locations.
- Act as a thought leader and change motivator, challenging the status quo and influencing stakeholders through clear, informed arguments.
- Collaborate with cross-functional teams to align Help Desk services with organizational goals and customer needs.
- Maintain a far-reaching vision and passionate commitment to achieving long-term organizational success.
- Travel as needed for customer visits and company and team meetings.
- Also performs other duties as assigned.
Working Conditions
- Remote “Work Together Anywhere” position with home office environment using standard office equipment
- Approximately 15% travel for meetings, company annual Summit, and other industry events
Minimum Qualifications
- Minimum of 12 years of experience in contact center operations, with 10 years of progressively responsible experience, or an equivalent combination of education and experience.
- Proven managerial experience with a focus on team building, performance management, and leadership.
- Strong commitment to customer service principles and internal client satisfaction.
- Strong international operations expertise and experience managing geographically dispersed teams
- Demonstrated ability to manage large and complex budgets effectively.
- Exceptional interpersonal skills with the ability to work alongside people from diverse cultural backgrounds.
- A motivated professional with a positive outlook and the ability to engage and inspire others.
- Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
- Skilled at influencing and driving change through clear and logical argumentation.
- Excellent time management, written and verbal communication, and customer service skills.
- Proficiency in the MS Office Suite (Word, Excel, PowerPoint).
- Ability to project a professional image over the virtually and in person.
- Ability to see beyond day-to-day tasks to identify and implement innovative improvements.
Preferred Qualifications
- Bachelor’s Degree in Business or related field
- Knowledge of telecommunications industry
