VP, Customer Care Operations

Location:

Long Island City, NY, US, 11101

Brand: Optimum

Requisition #: 1071

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.

Job Summary

The Vice President, Customer Operations is responsible for the execution and management of all Tier 1 operational aspects of Care, including onboarding, customer service and technical support in the consumer market. This position will lead the assessment, identification, development, and implementation of strategies, technologies and initiatives focused on developing and enhancing the performance of the teams support to Altice cable and fiber customers.

Responsibilities

Actively and consistently supports all efforts to simplify and enhance the customer experience.
Track the organizations key metrics (KPIs) and producing monthly operating reviews for senior management and internal clients.
Oversee and influence the tools used and deployed in the organization.
Establishes, implements, and communicates the strategic direction of the operations.
Responsible for the management of both internal and external (vendor) teams and providing leadership in a national, 24/7 operations model.
Manage vendor relationships, including vendor performance and service agreements.
Establishes, communicates, and implements operations-related policies and processes to ensure effective and consistent support and execution.
Analyzes performance data to drive improvements and vendor performance management.
Creates culture of innovation and continuous drive for performance improvements with direct, matrix and vendor partners.
Champions relationships with key decision makers and business owners, balancing multiple viewpoints with new opportunities and operational strategy.
Actively and consistently supports all efforts to simplify and enhance the customer and employee experience.

Qualifications

Bachelor’s degree with fifteen years related experience
Minimum ten years of customer care leadership experience
Minimum of ten years of operations strategy development, planning and implementation
Deep knowledge of customer interactions, ability to balance customer and internal priorities in proposed support strategies that deliver highly impactful customer satisfaction and retention outcomes
Strong skills in strategy and planning, budgeting and P & L management, customer support operations, and vendor selection and management.
Strong interpersonal and relationship management skills, with ability to influence cross-functional teams and build partnerships among peers, internal partners, and external constituencies.
Proven success in developing and presenting business cases that include operational, financial, sales and customer impact analyses

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Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

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Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $200,000.00 - $237,500.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

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