Senior Manager of Cloud Support – Rapidscale
| Company | Cox |
|---|---|
| Location | Raleigh, NC, USA |
| Salary | $108800 – $181400 |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s, PhD |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree in a related discipline and 8 years’ experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 6 years’ experience; a Ph.D. and 3 years’ experience in a related field; or 12 years’ experience in a related field
- 3+ years’ experience in management or leadership role
- Proven skill architecting and executing a clear vision that inspires your teams and promotes buy-in
- Experience developing and supporting teams and leaders and building a sense of ownership over successes and misses alike
- Experience leading large teams of 60+
- Prior experience integrating a supplemental staffing model that included near- and offshore resourcing
- Experience scaling customer operations to support both business growth and shifting market demands
- Demonstrable record of best-in-class customer satisfaction metrics and retention
- Exceptional discernment regarding both escalation management and incident resolution paired with a relentless sense of urgency
- Exceptional skill communicating customer issues in a meaningful way to both technical and business audiences of varying degrees of seniority
- Experience leading globally distributed teams
- A background in professional services, managed services, or IT management
- Knowledge of the cloud technology industry’s business models and core processes
- Strong data analytics skills, including the ability to both predict and trend outcomes
- Willingness to travel up to 50% initially for stakeholder and client relationship-building
Responsibilities
- Oversee and own outcomes of all customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly, and sustainably as we continue to scale our business
- Work with executive leadership to develop, direct, and drive key business strategies that provide the highest level of improvement to customer service delivery, while maintaining stringent quality standards for all staff members
- Contribute thought leadership for managers, supervisors, and agents to ensure that best practices and current trends alike are captured in processes
- Define and monitor key Customer Care quality metrics to identify critical, systemic, and other significant issues with potential business impact
- Identify and drive resolution of critical and complex business, functional, and operational issues that may impact customer experience
- Develop and execute an on-/near-/offshore strategy to scale the team for explosive growth
Preferred Qualifications
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No preferred qualifications provided.