Vice President, Customer Care

Job Description

Job Description

Dobson is seeking a Vice President of Customer Care to lead and transform the post-install customer experience for residential and commercial customers. This executive will oversee high-volume contact center and support operations across Customer Care, Payments, Sales, Activation/Retention, Tier 2 Technical Support, Voice Support, and Field Hotline.

Reporting directly to the COO, the VP of Customer Care will build a modern, metrics-driven organization that can scale with a high-growth business. The top first-year mandate is to establish core NPS and CSAT programs, robust performance scorecards and dashboards, and a durable workforce management operating rhythm grounded in clear, consistent metrics.

Key responsibilities

• Own end-to-end post-install customer support strategy and execution for both B2B and B2C customers.
• Lead all contact center and support functions, including Customer Care, Payments, Sales, Activation/Retention, Tier 2 Technical Support, Voice Support, and Field Hotline.
• Design and implement a comprehensive KPI framework, including SLA, abandon rate, ASA, AHT, FCR, NPS, CSAT, QA, and adherence.
• Build and mature workforce management practices, including forecasting, staffing, scheduling, and intraday management across queues and locations.
• Develop and roll out agent, team, and queue-level scorecards and dashboards to drive transparency, accountability, and coaching.
• Lead performance improvement efforts across customer-facing operations, reducing queue times, abandons, and hold times while improving customer outcomes.
• Evaluate and optimize hours of operation, staffing models, and channels, including phone, email, chat, social, in-app, and self-service, to align capacity with demand.
• Stand up and scale NPS and CSAT programs for post-install journeys, including survey design, reporting, and closed-loop follow-up.
• Partner with Sales, Product, Marketing, Finance, and IT to reduce avoidable contact drivers, improve self-service, and ensure the voice of the customer shapes roadmap and process decisions.
• Build a high-performance culture with strong leadership, coaching, training, and quality programs.
• Over time, evolve the function from primarily reactive support toward a broader role in renewals, upsell, and expansion.

Ideal candidate profile

• 10+ years of progressive leadership in high-volume contact center or customer care environments; telecom, utilities, or similar subscription-based services strongly preferred.
• Demonstrated success building or transforming service operations in a growth or change context, including standing up KPIs, workforce management, scorecards, and governance.
• Bachelor’s degree required; MBA or other relevant advanced degree preferred.
• Proven track record improving service levels, reducing abandon rates and queue times, and driving measurable improvements in NPS, CSAT, and FCR.
• Experience leading multi-function teams across care, technical support, and related operations, with comfort managing both voice and digital channels.
• Strong command of workforce management, forecasting, and scheduling in multi-queue environments.
• Familiarity with modern customer platforms such as CCaaS, CRM, ticketing, knowledge base, QA/WFM, and analytics tools.
• Hands-on leadership style, equally comfortable on the contact center floor and in the executive boardroom.
• Exceptional ability to influence cross-functional partners and drive alignment across Operations, Sales, Product, Marketing, Finance, and IT.
• Demonstrated capability to build, coach, and strengthen leadership talent while maintaining engagement and performance during change.

Work location

This role is based in Oklahoma City and is expected to be on-site.