Address
Form of work
SalaryOVERVIEW:
GiGstreem, a leading US-based Internet Service Provider, is at the forefront of providing cutting-edge technology solutions to Residential (Single Family, MDU) and Commercial (MTU) clients across the nation. In line with our commitment to growth and excellence, GiGstreem is actively seeking a dynamic Vice President of Customer Experience to shape and execute the strategic vision of delivering unparalleled customer satisfaction.
SUMMARY:
As the executive champion of GiGstreem’s customers, the Vice President of Customer Experience plays a pivotal role in steering the vision, leadership, and management of GiGstreem’s Customer Care. This includes overseeing account management, Tier 1 and 2 Sales/Support, and Field Operations. This role reports to the CEO.
ESSENTIAL DUTIES AND RESPONSIBILITES:
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Strategic Leadership: Develop and execute the strategic vision for GiGstreem’s Customer experience, driving toward a WOW experience with every interaction.
- Customer Advocacy: Champion the voice of the customer within the organization, ensuring that customer needs and feedback are central to decision-making processes.
- Team Management: Build, lead, and inspire a high-performing team while fostering a culture of excellence and continuous improvement.
- Operational Oversight: Oversee all aspects of Customer care operations, including operations, staffing, and scheduling to optimize efficiency and responsiveness.
- Process Optimization: Develop and refine processes, systems, and procedures to enhance the resolution of Customer issues.
- Training and Development: Define team member requirements, establish job descriptions, skill criteria, and develop training and certification programs to elevate the skills and knowledge of the customer care team.
- Vendor and Partner Management: Manage and cultivate relationships with service partners, including 3rd party call center support.
- Cross-functional Collaboration: Collaborate with other departments to ensure a seamless and cohesive Customer Experience, working towards company-wide cooperation in achieving customer care goals.
- Reporting and Analysis: Provide regular reporting on customer care metrics, analyze trends, and identify areas for improvement to enhance customer satisfaction.
- Budget Management: Develop and manage budgets for customer care activities, ensuring efficient allocation of resources to meet organizational goals.
QUALIFICATIONS:
- Bachelor’s degree in a relevant field (MBA preferred).
- 10+ years of experience in customer care or related roles
- Proven experience in a leadership role managing customer care teams.
- Familiarity with the telecommunications industry.
- Strong strategic thinking and execution skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make informed decisions.
- Demonstrated ability to develop and implement process improvements.
- Willingness to travel as required.
PHYSICAL/MENTAL REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to do the following:
- Coordinate multiple tasks simultaneously and stay organized.
- Collect, interpret, and/or analyze complex data and information.
- Understand and respond to a diverse population.
BENEFITS:
- Health Insurance
- Vision insurance
- Dental insurance
- Long Term Disability
- Life Insurance
- Paid Time Off
- Monthly Cell Phone Reimbursement
Salary Range: $120,000 - $145,000
Location: Remote
GiGstreem is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@gigstreem.com.
