Director, Strategic Customer Operations - Remote

Overview

The Director of Strategic Customer Operations is a senior leadership role responsible for shaping and executing the customer experience strategy across the full lifecycle—from onboarding to retention, driving revenue growth and operational transformation.

In Short

• Lead operational excellence and elevate the Business Segment serving various customer types.
• Create standards for customer interactions from onboarding to retention.
• Develop KPIs to measure and improve customer experience.
• Collaborate cross-functionally to ensure a seamless customer journey.
• Partner with Sales, Marketing, and Finance for revenue alignment.
• Oversee service delivery and project execution.
• Work closely with technical teams to influence execution.
• Act as the escalation point for complex customer issues.
• Foster a culture of engagement and innovation within teams.
• Analyze trends to improve service reliability.

Requirements

• Bachelor’s degree or equivalent experience.
• 10+ years in telecommunications with leadership experience.
• Proven success leading cross-functional technical teams.
• Strong communication skills across stakeholder levels.
• Deep understanding of TDM and IP-based voice/data services.

Benefits

• Comprehensive benefits including medical, dental, and vision insurance.
• 401K plan with company match.
• Employee assistance program.
• Paid time off reflecting wellness promotion.
• Commitment to inclusion and belonging.