Vice President, Customer Care
On-siteOklahoma City, Oklahoma, United States
Job Summary
Own end-to-end post-install customer support strategy and execution for residential and commercial B2B and B2C customers, leading contact center functions including Payments, Sales, Activation/Retention, Tier 2 Technical Support, Voice Support, and Field Hotline. Design and implement a comprehensive KPI framework with SLA, abandon rate, ASA, AHT, FCR, NPS, and CSAT metrics to drive performance improvements. Build and mature workforce management practices for forecasting, staffing, and scheduling across multiple queues, while developing scorecards and dashboards to ensure transparency and accountability. Partner with Sales, Product, Marketing, Finance, and IT to reduce avoidable contact drivers and align capacity with demand, evolving the function from reactive support into renewals and upsell. Establish core NPS and CSAT programs with closed-loop follow-up to shape roadmap decisions. This role is based in Oklahoma City and reports directly to the COO.
Required Qualifications
- 10+ years of progressive leadership in high-volume contact center or customer care environments
- Bachelor's degree
- This role is based in Oklahoma City and is expected to be on-site
Desired Qualifications
- telecom, utilities, or similar subscription-based services
- MBA or other relevant advanced degree
- Demonstrated success building or transforming service operations in a growth or change context, including standing up KPIs, workforce management, scorecards, and governance
- Proven track record improving service levels, reducing abandon rates and queue times, and driving measurable improvements in NPS, CSAT, and FCR
- Experience leading multi-function teams across care, technical support, and related operations, with comfort managing both voice and digital channels
- Strong command of workforce management, forecasting, and scheduling in multi-queue environments
- Familiarity with modern customer platforms such as CCaaS, CRM, ticketing, knowledge base, QA/WFM, and analytics tools
- Hands-on leadership style, equally comfortable on the contact center floor and in the executive boardroom
- Exceptional ability to influence cross-functional partners and drive alignment across Operations, Sales, Product, Marketing, Finance, and IT
- Demonstrated capability to build, coach, and strengthen leadership talent while maintaining engagement and performance during change
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