Director, Technical Care

Job Description:

At Sparklight/Cableone and our Cable One family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.

What you will do to contribute to the company's success

• Evaluate and understand current customer support needs, while also anticipating future needs and building long-term sustainable solutions

• Drive continuous improvement of the customer experience through team, process and support tool development

• Build strong cross-functional and matrixed relationships and collaborate with cross functional departments, teams, and others to ensure a positive customer experience

• Manage and promote open and ongoing communication with commercial field operations teams in all geographic Regions

• Sponsor, implement and manage process and productivity improvement programs

Qualifications

•  Minimum 5 years call center management experience or proven leadership experience, preferably leading a virtual team in a technical or customer care environment

• Market and industry knowledge and awareness of trends associated with our customer’s environments to properly develop and deploy customer solutions

• Excellent project management, organizational skills, attention to details, follow-through, and overall customer service skills

• Demonstrate innovative thinking and thought leadership by developing departmental strategy that links to the overall company strategic direction

• Can implement defined strategy by effectively leading and driving change

• Strong people management experience (managed 5-8 direct reports, including managers) with demonstrated ability to train and develop others

Core Competencies

• Committed: Values each customer, while working hard to keep their business and support our communities.

• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.

• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.

• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Medical, dental, and vision plans – start when you start!

• Life insurance (self, spouse, children)

• Paid time off (vacation, holiday, and personal/sick days)

• 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)

• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)

• Annual community support to various organizations across the U.S.

• Associate recognition & awards programs

• Advancement opportunities

• Collaborative work environment

We’re an Award-Winning Organization!

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.    

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

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