Charlotte Categories:
Vice President of Customer Operations Peak 10
THIS JOB HAS EXPIRED
General Description:The Vice President of Customer Operations is the senior executive responsible for provisioning, service delivery and support. This includes implementing and executing the strategy to provide an outstanding customer experience. This individual ensures a smooth transition for our clients from contract signing to onboarding (installations), service delivery and ongoing customer support. Direct engagement with our market teams and our clients is critical. Developing and reporting the right metrics to ensure a quality experience for our clients as well as for our market teams is of utmost importance. The VP will also own business responsibility for the operational support systems, tools and processes. This role is a critical team member of the Peak 10 executive committee.
Key Responsibilities:
1. Strategic Leadership including:
o Strategy for Customer Operations
o Developing and enforcing standards, policies and procedures
o Operation Level Agreements (OLA?s)
o Metrics and reporting
o Operational support systems
o People development and retention
o The Customer Experience
2. Tactical Execution including:
o Provisioning (onboarding of customers)
o Service Delivery
o Customer Support
o Effective cost management of our capital and operating budgets
o Ensure audit readiness
o Net Promoter Score implementation
o Process improvement initiatives
o Engagement with the field sales and operations teams
o Travel on a regular basis to our markets
3. Approach
o Work closely with regional and market leadership
o Work closely with the executive team
o Work closely with the product management team
o Work closely with our customers
4. Accountability
o Align the strategy, execution, measurement with the goals and objectives of the company's strategic plan
o Track and measure provisioning, service delivery and customer support initiatives in both qualitative and quantitative ways and report to executive team
o Accountable for meeting objectives not just managing the customer operations strategy and projects
o Responsible for meeting companies financial objectives
Requirements:
? BS in Computer Science, Information Technology or Engineering, Management or related field of study and over 10 years? experience in a technical management role.
? Experience in the technology and service provider industry
? Broad experience in provisioning, service delivery and customer support
? Strong leadership characteristics
? Must work effectively with Senior-level executives
? Must have strong interpersonal skills, maturity and good judgment and be capable of communicating with a diverse range of individuals
? Broad functional experience in areas of strategic planning and executing plans
? Strong attention to detail, making and keeping commitments and meeting deadlines
? Ability to travel on a regular basis
? Strong adherence to values as well as ethical conduct
| Location: | 8910 Lenox Pointe Drive Suite A Charlotte, NC 28273 United States |
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THIS JOB HAS EXPIRED
Peak 10
Investors: Frontier CapitalAll Jobs: at Peak 10
| Web Site: | www.peak-10.com |
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| Headquarters: | 8910 Lenox Pointe Drive Suite A Charlotte, NC 28273 United States |
| Industry: | IT Services |
