Director, Customer Experience and Quality

Job Description

Job Description

Application Deadline : 12 / 5 / 2025 or until position filled.

General Summary

Rise Broadband's Customer Experience Center (CEC) focuses on improving the customer experience and growing revenue through the day-to-day interactions with Rise Broadband customers. The Director of Customer Experience and Quality ensures Quality Assurance and KPI performance is met effectively and efficiently throughout all functions of the CEC. Initiatives driven by the team include but are not limited to : Analyzing employee workflow, implementing process improvements, identifying opportunities to improve the customer experience, identifying system and tool enhancements, and leading cross-functional programs to improve CX, EX, productivity, reducing churn, and growing revenue. The position is an integral part of the CEC Leadership Team, providing insights and best practices leading teams focused on Quality Assurance, Workforce Management, and Customer Analytics. This role is a critical partner in the attainment of business goals by working with other departments within the CEC to ensure key metrics are performing.

Essential Duties / Responsibilities

• Serve as primary liaison to CEC leadership to provide recommendations for improved processes. Deliverables may include analysis of call data, project action plans, collision calendars, actions register, training materials and job aids, flow charts, and power point presentations.
• Strong collaboration with the Reputation Management teams in the CEC to manage customer facing programs, mobilize customer feedback to identify areas of improvement and foster a community of engaged customers.
• Direct the team that provides work direction and feedback to other operation teams in the CEC, including but not limited to evaluating customer interactions, identifying areas for improvement, providing effective coaching to enhance the overall customer experience.
• Direct the team that develops the quality of standards for the CEC, conducting analysis and identifying issues across all production areas.
• Provide guidance to team members on administrative and technical problems. Develop team behaviors and empower team members to plan and execute work. Direct staffing activities, provide recommendations on process and policy adjustments for efficient productivity.
• Prepare and deliver formal presentations to colleagues and management as needed. Share “best practices” for staff development and technical expertise.
• Act as a trusted advisor assigned to the company’s most critical efforts.
• Through formal and informal training, continue development of personal and professional skills. Establish and participate in industry and other professional networks to ensure awareness of social, economic, and other trends that may affect the business or direction of the Company’s initiatives, policies and programs.
• Participate in audits of new hire training and upskill training to ensure updates are included and effective.
• Perform other related duties as assigned.

Job Requirements

Working Conditions

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link : https : / / www.risebroadband.com / careers / benefits /