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.