Customer Care Director, CB Care

Atlanta, Georgia
Mar 20, 2019
Account Management
Metro Area
Full Time
Serve as the senior Customer Care leader responsible for executing on the Care customer support strategy to deliver a world class CEX through collaborating with various business partners and boundary partners. This leader will work as the primary owner and representative of the Care team to ensure a consistent Care supported and enabled CEX across multiple customer support channels including various self-service channels, the Digital Assist channel and the call center channel. The leader will need to work cross functionally across the organization including our Centers of Excellence as well with internal product leadership and back office support teams.
- Establish a process driven customer support model that delivers a consistent CEX across all customer support channels in a matrixed environment.- Drive business objective improvements through facilitating best practices and customer treatment strategies across various customer support teams.- Defines, validates and standardizes Cox Business customer support requirements for core processes as well as business differentiated processes.- Serve as the senior CB Care leader for new and current products while collaborating with various internal business partners to ensure an aligned customer support strategy and enablement. - Work cross-functionally to ensure customer support tools and processes including agent desktop tools, knowledge management tools and other CEX tools and processes are up to date, accurate and aligned with our CEX strategy and business objectives.- Serve as the CB Care strategic business owner and thought leader of the Care CB support strategy including but not limited to tool and process enablement across various support channels including customer self-service channels, Digital Assist channels, and the Care agent desktop tool and execution of such.- Represent Cox Care as needed with strategic Cox Business customers at QBR’s and like meetings and events.- Ensure strategic roadmap and sustainability plans including measurement, analysis and improvement, are aligned to customer experience improvement objectives- Translate over-arching customer experience goals into specific objectives for each touchpointQualifications:- 10 or more years of experience required in related field - Previous Contact Center experience in senior leadership role required- Strong demonstrated relationship building, customer focus skills- MBA Preferred- Strong leadership skills and demonstrated ability to influence to achieve business objectives - Excellent communication, presentation and interpersonal skills- The ability to work effectively with and influence senior level executives and work with teams throughout the organization.- Demonstrate strong technical and product knowledge- Proven business acumen and knowledge of customer experience principles- Proven ability to leverage change-management skills and work cross-functionally to influence new behaviors- Must be able to work on multiple projects/initiatives at the same time and meet deadlines.- Ability to collaborate with others to achieve common and shared objectives - Strong PowerPoint and presentation skills required- Results oriented- Must be based in Atlanta with ability to travel ~25% of the time 

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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