RapidScale - Senior Director, Technical Customer Care

Senior Director, Technical Customer Care

Customer care is about much more than resolving issues promptly - it's also about ensuring our customers derive maximum value from their cloud solutions. We're looking for someone who deeply believes that even the smallest interaction can lead to extraordinary improvement in a customer's overall experience.

At RapidScale, part of the Cox family of businesses, we're hiring a Senior Director to oversee our Customer Care group. In this role, you'll lead existing customer care teams while building a team to deliver the future of customer success.

If you're someone who's maniacal about continuously improving customer experience and driving incredible outcomes, we want to hear from you.

What's In It for You?

Here's a sneak peek at the benefits you could experience as a Cox employee:

• A competitive salary and top-notch bonus/incentive plans.
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules.
• Comprehensive healthcare, with multiple options for individuals and families.
• Generous 401(k) retirement plans with up to 8% company match.
• Professional development and continuing education opportunities.
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance.
• Extra perks like pet insurance, employee discounts and much more.
  
  

Check out all our benefits.

What You'll Do

Simply put, you'll own and architect the delivery of exceptional customer care throughout a customer's relationship with us. Here's how you'll make an impact:

• Oversee and own outcomes of all customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly, and sustainably as we continue to scale our business
• Work with executive leadership to develop, direct, and drive key business strategies that provide the highest level of improvement to customer service delivery, while maintaining stringent quality standards for all staff members
• Contribute thought leadership for directors, managers, supervisors, and agents to ensure that best practices and current trends alike are captured in processes
• Define and monitor key Customer Care quality metrics to identify critical, systemic, and other significant issues with potential business impact
• Identify and drive resolution of critical and complex business, functional, and operational issues that may impact customer experience
• Develop and execute an on-/near-/offshore strategy to scale the team for explosive growth
  
  

Who You Are

You're an empathetic leader who knows how to effectively, firmly and gracefully drive change. Here's more on what you bring to the table:

Minimum

• Bachelor's degree in a related discipline and 12 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 10 years' experience; a Ph.D. and 7 years' experience in a related field; or 16 years' experience in a related field.
• 7 to 10 years of executive experience (Director+) leading customer contact centers
• Proven skill architecting and executing a clear vision that inspires your teams and promotes buy-in
• Experience developing and supporting teams and leaders and building a sense of ownership over successes and misses alike
• Prior experience integrating a supplemental staffing model that included near- and offshore resourcing
• Experience scaling customer operations to support both business growth and shifting market demands
• Demonstrable record of best-in-class customer satisfaction metrics and retention
• Exceptional discernment regarding both escalation management and incident resolution paired with a relentless sense of urgency
• Exceptional skill communicating customer issues in a meaningful way to both technical and business audiences of varying degrees of seniority
  
  

Preferred

• Experience leading globally distributed teams
• At least 5 years' Director+-level experience in a high-growth technology organization
• A background in professional services, managed services, or IT management
• Knowledge of the cloud technology industry's business models and core processes
• Strong data analytics skills, including the ability to both predict and trend outcomes
• Willingness to travel up to 50% initially for stakeholder and client relationship-building
  
  

USD 142,100.00 - 236,800.00 per year

Compensation

Compensation includes a base salary of $142,100.00 - $236,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.