Application Deadline: 3/14/2025 or until position filled.
General Summary
The Director of Customer Operations and Technical Support will oversee the implementation and innovation of teams responsible for coordinating and managing multiple technical and functional processes and activities related to Tier 1 and Tier 2 Technical Customer Support. This key leadership role is focused on developing and executing strategies to optimize and transform the operational functions of Fixed Wireless and Fiber Technical Support. The Director will oversee a team that includes managers, supervisors, and leads, ensuring efficient and effective execution of customer support initiatives.
Essential Duties/Responsibilities
Lead the development and execution of strategies to transform and optimize the technical support within Customer Operations.Manage a team that utilizes tools to analyze, test, and implement process improvements and productivity enhancements through call analysis.Knowledge in troubleshooting and resolving issues related to Fixed Wireless managed routers, including diagnostics, configuration analysis, and performance optimization.Knowledge in identifying and resolving wireless frequency interference and signal degradation issues, ensuring optimal network performance.Familiarity with troubleshooting Fixed Wireless equipment such as Cambium, Mimosa, Ubiquiti, Zabbix, and Tarana.Knowledge in troubleshooting fiber optic networks, including diagnosing and resolving issues related to signal loss, fiber damage, attenuation, and connectivity problems. Proficient with testing equipment and techniques to ensure optimal fiber performance and reliability. Skilled in coordinating technical teams and cross-functional leadership, ensuring the efficient use of testing equipment, and implementing best practices to maintain network integrity with impactful solutions.Adjust resources as needed to ensure compliance with operational requirements.Partner with Learning & Development to ensure that policy and process changes are integrated into training materials.Track Organizational Key Results (OKRs) and operational metrics to identify areas for improvement and optimization.Work with direct reports to monitor daily metrics, generate insights, and provide recommendations for business decisions, with the ability to present executive summaries to leadership.Support and enforce company policies and procedures, consulting with HR when necessary.Perform other duties as assigned.Job Requirements
College degree or equivalent experience required. 5+ years customer service management experience Familiarity with AI applications and tools within a contact center environmentStrong analytical skillset Proficiency in Microsoft Office including excel with an emphasis on analyzing, exploring, and preparing data Strong conflict resolution and excellent communication skillsExcellent leadership and interpersonal skills. Ability to analyze and define problems, prioritize workflow, multitask, meet deadlines, and remain flexible. Must be able to demonstrate attention to accuracy on all duties and responsibilities.Working Conditions
Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.Working conditions may include being in an open (shared) cubicle/workspace area.Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
Please feel free to review our Benefits at the following link: https://www.risebroadband.com/careers/benefits