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Company Name: |
Cox Communications | Contact Information | ||||||||||||||||||||
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Click here to send your resume. If this link does not work, you do not have an email client configured, in which case you may copy and paste this address along with the subject below into your favorite email program. Email: R7593172006444@posttrak.arbita.net |
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Job Location: |
US-Georgia | |||||||||||||||||||||
Job Title: |
Executive Director, Customer Care Technology | |||||||||||||||||||||
Job Code: |
6149 | |||||||||||||||||||||
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Job Description: |
Description: TITLE: Executive Director, Customer Care Technology LOCATION: Atlanta, GA REPORTS TO: Vice President - Solutions Delivery SUMMARY OF POSITION: As the leader of Coxs Customer Care Technology development team, this individual is responsible for delivering applications and processes to supporting our customer contact centers. This key individual will work closely with the Corporate Customer Care department and the local market care leaders to define the strategies, outline requirements, plan implementations and measure the results of the team and the operating metrics. The ideal person is a visionary in the customer care space and has experience deploying and improving the tools that support the business. In addition, this individual must work closely with the IT departments that support related business functions such as field services and customer billing to ensure congruent technical and business process directions. POSITION RESPONSIBILITIES: 1. Direct the technology strategy and to support the Customer Care business initiatives. This portfolio currently includes: A nationwide Cisco UCCE implementation, speech-enabled IVRs, a standardized CSR desktop, and more. 2. Build, manage, and lead a high performing team to deliver the tools and technologies required by the business 3. Collaborate with other IT teams to leverage development across all supported business functions. 4. Be a great people manager who can lead, inspire, and direct the activities of people within and outside the organization. 5. Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress and providing feedback, and holding team members responsible for meeting agreed-upon goals. 6. Establish quality procedures and measures with in the development team. Qualifications: QUALIFICATIONS: 1. 5-7 years as an IT director / senior director with some recent experience in customer care (call center) environment required. 2. Strong skills in strategy and planning, budgeting and P&L management, customer support operations, and vendor selection and management. 3. Must possess a strategic, analytical mind-set as well as the ability to execute. 4. Proven leadership skills and people management skills derived from having direct responsibility for building and managing cohesive, high-performing teams. 5. Ability to communicate their keen business acumen to all levels of the IT and business organizations, present ideas in a clear, concise, and compelling way. 6. Proven track record in managing external relationships with partners and vendors. 7. Should have high energy and possess courage, creativity and perseverance, and express the appropriate sense of urgency. 8. Ability to work closely with a diverse group of individuals of various functional disciplines. 9. Must possess excellent creative, analytical, organizational, verbal and written communication skills. 10. BS/BA college degree required, MBA or MS desired. Company Profile: As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best. | |||||||||||||||||||||
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