Director - Business Market Operations

Job DescriptionJob Purpose: This position will lead teams responsible for business customer satisfaction, post-sale implementation, project management, billing, and customer care for the Company's business products and services. This role is accountable for delivering high-quality customer experience through effective operational execution, process improvement, performance management and collaboration with internal partners and vendors. The Director will develop and monitor key performance metrics to ensure efficient service delivery and continuous improvement.Essential Functions:Lead teams responsible for project management, order processing, and service implementation of all services while ensuring successful customer experienceIdentify and remove operational barriers to allow for standardization of processes between teams and efficient use of resources while ensuring a successful customer experience; strong use of project management tools and practices will play a large part in this successOversee ongoing customer care and support for existing customers; handle and resolve day-to-day customer interactions and escalations while solving systemic process issues causing the problem Establish, monitor, and analyze operational performance metrics to drive service quality, productivity, and customer satisfaction Partner with Sales, Product, Installation/Repair, and vendor organizations to improve operational effectiveness and support customer needsDevelop, coach, and retain a high-performing team through effective leadership, talent development, and employee engagementPromote the adoption of best practices, tools, and process improvements that support evolving technologies and customer requirementsSupport strategic initiatives and departmental goals while ensuring alignment with broader organizational objectivesEducation: Four years of College resulting in a Bachelor's Degree or equivalent experienceRelevant Work Experience: 5 to 7 years in related fieldExperience supporting telecommunications products and services preferredExperience in ordering/project managing, operations, and support of telecom servicesExperience with VOIP technologyExperience with voice and data circuitsSpecial Knowledge, Skills and Abilities:Demonstrated leadership and people management skillsStrong analytical, problem solving and decision-making skillsStrong customer focus and commitment to service excellenceAbility to manage people with a diversity of talentsCollaboration/teamwork skillsExcellent verbal, presentation, and written communication skillsExcellent analytical ability and problem-solving skillsSound judgment and ability to work as part of a team in a fast-paced environment Strong organizational and time management skillsSupervisory Responsibility: Has 2 or More Full Time Direct ReportsSalary Range: $125,000 - $187,500Job DetailsJob Type: Full-timeCategory: OperationsSalaried: Salaried