SVP, Customer Care Operations

Job Summary

We're looking for a Senior Vice President of Customer Care Operations to lead Altice USA’s Optimum brand customer base management focusing in on care, retention and loyalty efforts, increasing the lifetime value of our customer base. The SVP will be responsible for leading multiple Care and Retention Call Centers, both in-house and third party managed. This leader will focus on the activities that contribute to the care and retention of customers while enhancing the customer experience.  From the Care perspective, this leader will lead our inhouse and worldwide BPO call center operations, to continuously improve the customer care and frontline employee experience in achievement of all performance metrics, including but not limited to customer satisfaction/experience, process improvements, and productivity. From the Retention perspective, this leader will be an expert in customer engagement, build and maintain an Optimum customer retention strategy with cross-functional partnership in other areas of Optimum customer base management channels.  This role requires cross-functional solid leadership with CX strategy, Field Operations, Retention marketing, Product experience and analytics teams to deliver orchestrated customer experiences that create value for our customers and extend the subscriber lifetime value.

Responsibilities

Care & Retention Center Operations Strategy:
•    Build, manage and ensure cascade of Optimum brand customer retention strategies and priorities into short- and mid-term objectives for the call center retention operations
•    Translate corporate customer experience strategies and priorities into short- and mid-term objectives for the call center operations
•    Drive the attainment of key performance indicators, including service level, quality, revenue, productivity and efficiency, reliability, and attrition objectives.
•    Lead regular performance meetings to ensure the attainment of company and site goals, including BPO Sites 
•    Program management of customer care experience efforts to ensure we have an executable plan and agreed-upon deliverables & dates 
Call Center Operating Efficiency: 
•    Responsible for the annual budgeting and forecasting process and its tracking to ensure expense targets are met 
•    Lead the customer care technology strategy and define and complete the vision for a future in which the organization is highly scalable and agile. 
•    Lead all aspects of hiring, onboarding, training, ongoing staff development, and workforce management to drive high levels of efficiency and employee engagement.
•    Meet Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goals 
Cross-functional Partnerships:
•    Cultivate a relationship with multiple BPOs and lead contract negotiations in partnership with a procurement organization.
•    Partner cross-functionally with other teams, including Inbound Sales, E-commerce, Retail Billing & Collections, Shared Services, Business Planning, and Human Resources. to deliver against long and short-term objectives and Sales Channels to streamline customer retention strategy and centralize customer retention operations.
•    Partner with Retention Marketing to recommend offers and improvement strategies based on customer churn reasons and the competitive landscape. 
•    Identify future needs within the competitive marketplace and recommend retention offers based on fact-based, market-driven insights and analyses.
•    Ensure the appropriate reporting/analytical framework is in place to garner the necessary insights that will drive actionable results
Leveraging Analytics Data to recommend operational improvements:
•    Represent the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization and creating a company-wide customer feedback loop from the customer experience lens. 
•    Partner with CX team to maintain & measure departmental KPIs to garner actionable insights that will drive strategies around churn reduction and revenue optimization 
•    Responsible for identifying process, policy, and operational gaps across the customer journeys that are attributing to customer churn

Qualifications

•    Bachelor’s degree; Master’s Degree (MBA is a plus)
•    Fifteen years experience in Call Center or Customer Care Operations
•    Minimum ten years leadership experience; experience in Cable or Telecom industry is preferred.
•    Extensive experience building & running customer care operations organization, with demonstrated results in driving enhanced productivity and improved operational metrics ideally, in Telco and Cable Industry
•    Extensive strategy skills and experience in Customer Base Management.  Specific experience with churn analytics, churn reduction strategies as well as root cause analysis and resolution are needed
•    Experience developing segmentation strategies, customer lifecycle and loyalty programs
•    BPO management experience including experience across multiple channels such as inbound, outbound, chat and email
•    Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences, as well as delivering presentations before large audiences
•    Direct experience managing and leading multiple teams, and cross-collaborating with other technology & operational partners in a large organization
•    Strong interpersonal and influencing abilities, particularly when influencing others who are not in your organization
•    An organized, detail-oriented individual capable of self-managing and multi-tasking in a fast-paced, demanding environment.
•    Data-driven mindset, using quantitative tools and analyzing unstructured feedback to inform the development of a customer retention strategy.
•    Strong bias for action and data-driven decision-making
•    Deep passion for customer