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We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved.  \nOur commitment extends beyond providing reliable Internet and Phone services – We’re not just living and working in Kingston, NY we are fully committed to our awesome community. From our fantastic community programs to fueling economic growth with improved connectivity and an abundance of tech-driven jobs, we’re all about bringing fun and excitement to our neck of the woods!  \nSummary:  \nThe Director, Customer Experience, provides overall leadership to the customer care and sales organization with clearly defined strategies to deliver a best-in-class CX. The ideal candidate is a call center operations leader with extensive experience leading customer care teams that deliver on superior CX and key KPIs.  \nWhat you’ll do:  \n• Lead the development of a sales driven organization.  \n• Develop and drive the overall operations of the customer care group, including internal and external resources and across both customer care and inbound sales.  \n• Oversee all facets of customer service from the time a customer explores our service offerings to ordering and all the way through to troubleshooting of any issues.  \n• Design and implement robust customer care automation & AI, processes, procedures,  \npolicies, and standards to achieve superior customer experience across all contact  \nchannels.  \n• Analyze the customer contact drivers, identify specific improvement opportunities, and work on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction and customer loyalty.  \n• Monitor and develop performance metrics, provide recommendations and implement initiatives to increase revenue, reduce cost, gain efficiencies, and improve customer service and employee experience.  \n• Oversee and manage departmental budget and cost control, including forecasting.  \n• Establish and maintain open communication and a collaborative relationship with all levels of leadership.  \nWhat you’ll bring:  \n• A positive attitude, collaborative approach and passion for CX and SALES.  \n• Ability to coach, mentor, and serve as a role model for all team members. Implement a CX training curriculum and certifications.  \n• Ability to influence others through outstanding interpersonal skills, collaboration, and negotiationskills.  \n• Ability to create and sustain a culture that encourages self-development, growth, and performance excellence.  \n• Ability to creatively seek opportunities that will improve the way that things are done—think  \n‘automation & AI’, embrace and initiate change, and positively challenge established work practices for the benefit of the organization and customers.  \n• Ability to build and facilitate relationships at all levels of the organization, both internally and externally.  \n• Excellent verbal and written communication skills, with ability to effectively and clearly communicate a strategic and tactical vision to all levels within the organization.  \n• Must be data driven and results oriented.  \n• [B.S. or B.A. degree](B.S. or B.A. degree) required; master’s degree preferred.  \n• 10+ years call center experience.  \n• Experience managing large scale call center of customer care agents.  \n• Experience in RingCentral Contact Center, Five9 Cloud Contact Center, HubSpot, CDG MBS, preferred.  \n• Experience in telecommunications industry, preferred.  \nWhat we offer:  \n• Competitive salary $147-185K  \n• Heavily subsidized medical, dental, and vision  \n• Holidays, PTO, and Flexible work schedules  \n• 401(k)  \n• Employee Assistance Program (EAP)  \n• Life insurance, short & long term disability ","cbCaiaoikHY1WMHk","https://ap.wps.com/l/cbCaiaoikHY1WMHk","pdf",118617,"English","# Summary\n## What you’ll do\n## What you’ll bring\n## What we offer\n## Equal Opportunity Employer","[{\"question\":\"What is the Director, Customer Experience responsible for?\",\"answer\":\"The role provides overall leadership for customer care and sales to deliver a best-in-class customer experience using clearly defined strategies and key KPIs.\"},{\"question\":\"Which operational areas does the position oversee?\",\"answer\":\"It oversees customer service from initial exploration of service offerings through ordering and troubleshooting, including inbound sales operations and internal/external resources.\"},{\"question\":\"What qualifications and experience are required?\",\"answer\":\"A B.S. or B.A. degree is required, with a master’s preferred. The role requires 10+ years of call center experience and experience managing large-scale customer care teams.\"}]","Director-Customer-Experience - Job Description | PDF",1789352491]