About this opportunity
Hawaiian Telcom lists this Director - Business Market Operations opportunity in honolulu, Hawaii. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Job Purpose This position will lead teams responsible for business customer satisfaction, post-sale implementation, project management, billing, and customer care for the Company's business products and services. This role is accountable for delivering high-quality customer experience through effective operational execution, process improvement, performance management and collaboration with internal partners and vendors. The Director will develop and monitor key performance metrics to ensure efficient service delivery and continuous improvement.
Job Purpose This position will lead teams responsible for business customer satisfaction, post-sale implementation, project management, billing, and customer care for the Company's business products and services. This role is accountable for delivering high-quality customer experience through effective operational execution, process improvement, performance management and collaboration with internal partners and vendors. The Director will develop and monitor key performance metrics to ensure efficient service delivery and continuous improvement.
Essential Functions
Lead teams responsible for project management, order processing, and service implementation of all services while ensuring successful customer experience
Identify and remove operational barriers to allow for standardization of processes between teams and efficient use of resources while ensuring a successful customer experience; strong use of project management tools and practices will play a large part in this success
Oversee ongoing customer care and support for existing customers; handle and resolve day-to-day customer interactions and escalations while solving systemic process issues causing the problem
Establish, monitor, and analyze operational performance metrics to drive service quality, productivity, and customer satisfaction
Partner with Sales, Product, Installation/Repair, and vendor organizations to improve operational effectiveness and support customer needs
Develop, coach, and retain a high-performing team through effective leadership, talent development, and employee engagement
Promote the adoption of best practices, tools, and process improvements that support evolving technologies and customer requirements
Support strategic initiatives and departmental goals while ensuring alignment with broader organizational objectives
Education
Four years of College resulting in a Bachelor's Degree or equivalent experience
Relevant Work Experience
5 to 7 years in related field
Experience supporting telecommunications products and services preferred
Experience in ordering/project managing, operations, and support of telecom services
Experience with VOIP technology
Experience with voice and data circuits
Special Knowledge, Skills And Abilities
Demonstrated leadership and people management skills
Strong analytical, problem solving and decision-making skills
Strong customer focus and commitment to service excellence
Ability to manage people with a diversity of talents
Collaboration/teamwork skills
Excellent verbal, presentation, and written communication skills
Excellent analytical ability and problem-solving skills
Sound judgment and ability to work as part of a team in a fast-paced environment
Strong organizational and time management skills
Supervisory Responsibility
Has 2 or More Full Time Direct Reports
Salary Range: $125,000 - $187,500
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Worksite address
honolulu, HI, 96814, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.