Director of Customer Operations
: Job Details :

The Director of Customer Operations is responsible for leading the customer operations team in providing exceptional service to new and existing customers. As the leader of Field Technicians and installers (in-house and contractor), Tier 1 support, Dispatch, Repair, and Maintenance, the Director will work to ensure that customer commitments are met and exceeded.

Reports to: Vice President (equivalent or higher)

Key responsibilities include:

• Develop and implement strategic plans to enhance customer operations and improve customer satisfaction.
• Lead and manage a team of customer operations professionals to ensure effective delivery of services, including Field Technicians, Dispatch, and all Tier 1 Support.
• Ensure safety is at the forefront of all work projects and activities.
• Build and maintain strong relationships with customers to understand their needs and address any concerns or issues.
• Collaborate proactively with other departments such as sales and engineering to ensure seamless integration and delivery of services.
• Train and develop team members to maintain a safe and productive environment.
• Monitor key performance indicators (KPIs) to track the success of client operations and identify areas for improvement.
• Develop and implement policies and procedures to streamline client operations processes.
• Provide regular reports and updates to senior management on the performance of the customer operations department.
• Remain updated on industry trends and best practices to ensure the company remains competitive in the market.

Minimum Requirements:

The ideal candidate will have a bachelor's degree in business administration or a related field, with at least 8 years of experience in client operations or a similar role in the telecommunications industry. Strong leadership, communication, and problem-solving skills are essential for success in this position. Experience working with microwave technology and knowledge of telecommunications systems and networks is highly desirable.

Benefits:

• Medical, Dental, Vision, 401k, Life
• Vacation time/Sick Time/Floating holiday
• Onsite gym

Schedule:

• 8 hour shift Monday to Friday.

This position requires you to be in the office. Must have at least 5 years of experience to be considered for this role.

GeoLinks is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.