CommScope, Inc. VP, Global Customer Service in Hickory, North Carolina

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

As the VP of Customer Service, you will report into the VP of Global Customer Experience. We are seeking a passionate leader who loves customers and has proven experience at driving a strategic global transformation in a Customer Service organization. In this position, you will be responsible for the design, execution and continuous improvement of a holistic, CRM-enabled customer service strategy for CommScope ensuring our customers receive world class customer service.

Duties & Responsibilities

  • Design and implement global transformation program for Customer Service. Conduct ongoing market research and competitive analysis to drive continuous improvement

  • Lead our Customer Service team, creating and executing a cohesive program strategy with tangible goals, performance and quality metrics

  • Create and manage best practices and methodologies for successful Customer Service engagements throughout the customer lifecycle. Drive delivery and success of services across CommScope customers to ensure customer satisfaction

  • Collaborate with sales to align strategy and execution so that the customer experience is consistent and optimal across all customer-facing activities

  • Partner with the product line management / field application engineering organization to ensure training of Customer Service on CommScope products to facilitate product bundling and upselling

  • Work cross-functionally and cross-culturally to achieve company goals, objectives and benchmarks for customer satisfaction

  • Analyze existing data to help identify roadblocks, develop a vision and KPIs/metrics/ROI relative to any Customer Service investment made in our organization

  • Lead the team in annual and quarterly planning, keeping track of budget, and reporting on Customer Success initiatives’ performance, with a focus on ROI and revenue growth

  • Motivate and lead a team of Customer Service Managers to implement the strategy to the highest quality standards

Education & Skills

  • Bachelor's degree in a related curriculum and 10 years of dynamic experience in customer experience strategy

  • 5+ years in a Senior Management role (group leader/Director)

  • MBA or Master’s Degree preferred

  • Proven experience of planning, organizing and managing a global customer service transformation project in comparable B2B environment

  • Experience with Customer Services in the areas of vision, strategy, leadership, team work, communication and spirit

  • Strong understanding of Customer Service processes, including training, quality assurance, workforce management, etc.

  • Experience in managing large virtual teams preferred

  • Exceptional execution skills and the ability to think big

  • Experience with state of the art CRM systems

  • Prior knowledge of SAP preferred

  • Flexibility with the ability to quickly adjust to new demands

  • Strong communication skills including experience effectively communication with executive leadership

  • Great mediation skills, ability to manage escalations and resolve conflicts. Strong prioritization and problem-solving skills, including issue tracking, triaging and crisis management. Innovative, passionate, self-propelled and results-driven leader with a "can do" attitude

  • Team-player: proven ability to work across functions such as Sales, Product Management, and Engineering

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.