Director, Customer Service Operations

Director, Customer Service Operations | Remote, United States

About OXIO

OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers' needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. By providing full network access, OXIO delivers unparalleled business intelligence and insights that help enterprises better understand customer and machine-to-machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence and glean unique customer insights with OXIO.

Role Overview

We are seeking a Director of Customer Service Operations with a customer-centric mindset and a passion for service excellence. In this pivotal role, you will lead our support operations, encompassing our BPO partner, Tier 1 Support, and Tier 2 Network Operations Center (NOC) teams. You will direct the strategy and implementation for future scaling efforts while improving efficiency and outcomes to drive customer and client satisfaction across OXIO's telecom services and products.

As Director, you will partner with various internal functions and external partners to craft superior support experiences, ensuring alignment with client needs, organizational structure, and local regulations. You will be responsible for creating the interfaces, processes, and operating procedures required to meet diverse client requirements. Additionally, you will collaborate with the Product team to assess user impact for new releases and plan support flows, documentation, and training. This position oversees the configuration and performance of our Amazon Connect platform, driving value through AI, Agent Assist, and Amazon Q. Finally, the Director of Customer Service Operations will forecast and manage the annual budget, maximize revenue from Support as a Service clients, and manage delivery partners, including our BPO. This role will support clients and customers in the United States, Mexico and around the world.

Key Responsibilities

• Lead and direct daily operations of the customer support organization to ensure superior service delivery and quality.

• Design and implement customer-centric support interfaces, processes, automation, and KPIs.

• Drive continuous process improvement projects to enhance performance metrics, including first contact resolution, resolution time, and contact rates.

• Develop and execute a strategy to scale the support organization cost-effectively through automation and strategic outsourcing.

• Incorporate AI and automation workflows which will maximize efficiency and reduce operational cost to serve.

• Manage, configure, and optimize the Amazon Connect CRM system.

• Manage and develop Level 1 Customer Support full-time employees.

• Manage and develop Level 2 Network Operations Center (NOC) full-time employees.

• Direct Business Process Outsourcing (BPO) partners supporting frontline customer care operations.

• Establish and manage the annual budget for the support organization, overseeing all associated suppliers.

Required Qualifications

• BA/BS degree or equivalent practical experience

• 8-10 years of total experience with 5+ years in managing regional or global support teams

• Ability to thrive in a fast pace and highly ambiguous environment in which competing priorities must be balanced

• Effective self starter capable of identifying an opportunity and capitalizing on it by driving a project through to completion

• Excellent communicator capable of distilling complex ideas into easily understood concepts and values

• Experience in launching or managing an outsourced BPO delivering customer facing services

• Prior work experience with Amazon Connect, Amazon Q and Amazon LEX application is highly desirable

• Previous experience with wireless or other telecommunication products or other high value subscription services highly desirable

• Multilingual with English and Spanish, Portuguese is a Plus

What We Offer

• Competitive salary and stock option incentive program

• Company paid healthcare

• Flexible work arrangements

• Company sponsored team-lunches and company retreats

• International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup

• A diverse and inclusive team

• We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics

OXIO is committed to fostering a diverse, equitable, and inclusive workplace where all employees feel valued and empowered. We believe that diversity in all its forms drives innovation and creativity, and we strive to create an environment that reflects and celebrates the unique backgrounds, perspectives, and talents of our employees. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to providing a work environment free from discrimination and harassment. We committed to ensuring that all qualified applicants have an equal opportunity to apply for job openings. If you need assistance or an accommodation due to a disability, please contact us at [email protected] for more information.