Senior Director, Technical Customer Care

Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Sr Director, Technical Customer Care

Management Level

Sr Director

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 50% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $142,100.00 - $236,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Senior Director, Technical Customer Care

Customer care is about much more than resolving issues promptly — it’s also about ensuring our customers derive maximum value from their cloud solutions. We’re looking for someone who deeply believes that even the smallest interaction can lead to extraordinary improvement in a customer’s overall experience.

At RapidScale, part of the Cox family of businesses, we’re hiring a Senior Director to oversee our Customer Care group. In this role, you’ll lead existing customer care teams while building a team to deliver the future of customer success. 

If you’re someone who’s maniacal about continuously improving customer experience and driving incredible outcomes, we want to hear from you.

What’s In It for You? 

Here’s a sneak peek at the benefits you could experience as a Cox employee:

• A competitive salary and top-notch bonus/incentive plans. 
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules. 
• Comprehensive healthcare, with multiple options for individuals and families. 
• Generous 401(k) retirement plans with up to 8% company match. 
• Professional development and continuing education opportunities. 

• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance. 
• Extra perks like pet insurance, employee discounts and much more.

Check out all our benefits. 

What You’ll Do 

Simply put, you’ll own and architect the delivery of exceptional customer care throughout a customer’s relationship with us. Here’s how you’ll make an impact:

• Oversee and own outcomes of all customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly, and sustainably as we continue to scale our business  
• Work with executive leadership to develop, direct, and drive key business strategies that provide the highest level of improvement to customer service delivery, while maintaining stringent quality standards for all staff members 
• Contribute thought leadership for directors, managers, supervisors, and agents to ensure that best practices and current trends alike are captured in processes 
• Define and monitor key Customer Care quality metrics to identify critical, systemic, and other significant issues with potential business impact
• Identify and drive resolution of critical and complex business, functional, and operational issues that may impact customer experience
• Develop and execute an on-/near-/offshore strategy to scale the team for explosive growth 

Who You Are 

You’re an empathetic leader who knows how to effectively, firmly and gracefully drive change. Here's more on what you bring to the table:

Minimum:

• Bachelor’s degree in a related discipline and 12 years’ experience in a related field. The right candidate could also have a different combination, such as a master's degree and 10 years’ experience; a Ph.D. and 7 years’ experience in a related field; or 16 years’ experience in a related field.
• 7 to 10 years of executive experience (Director+) leading customer contact centers
• Proven skill architecting and executing a clear vision that inspires your teams and promotes buy-in 
• Experience developing and supporting teams and leaders and building a sense of ownership over successes and misses alike 
• Prior experience integrating a supplemental staffing model that included near- and offshore resourcing 
• Experience scaling customer operations to support both business growth and shifting market demands 
• Demonstrable record of best-in-class customer satisfaction metrics and retention
• Exceptional discernment regarding both escalation management and incident resolution paired with a relentless sense of urgency
• Ex