Sr. Director- Care Operations

Job Summary

We are looking for a highly skilled and experienced professional to join our team as the Senior Director of Care Operations. This role involves designing, implementing, and executing strategies that leverage every customer interaction to enhance Customer Lifetime Value. The ideal candidate will have exceptional strategic thinking, leadership, and analytical skills, along with extensive senior-level experience in sales contact centers and the telecommunications industry.

Responsibilities

• Develop and execute strategies to maximize Customer Lifetime Value through effective use of Care channels.
• Collaborate with senior internal stakeholders, including sales, marketing, product development, and customer experience, to identify and execute on cross-selling and upselling opportunities within the inbound contact center.
• Develop and present short- and long-term Care-to-sales plans, goals, and status updates to senior leadership.
• Translate the care service-to-sales strategy and identified opportunities into financial projections and overall care targets, cascading those targets to senior leadership stakeholders and various Care teams.
• Provide budget input and develop business cases to support all sales activities within the Care function.
• Lead the team in creating and executing monthly, quarterly, and yearly plans to achieve sales targets, while recommending alternatives to exceed them.
• Monitor the execution of service-to-sales plans and results closely, implementing corrective actions as necessary.
• Establish and communicate clear goals, metrics, and KPIs for all lines of business, care channels, and support levels, aligning with organizational and company objectives.
• Utilize existing tools effectively to drive results and identify new tool requirements as needed.
• Develop and implement strategies to stabilize Average Revenue Per User (ARPU) through targeted offers and process enhancements to mitigate erosion risks during the after-sales process.
• Collaborate with the business stakeholders to continually assess incentive structures to ensure sales targets are met with the highest quality standards.
• In partnership with the knowledge management team, identify training needs and develop relevant training plans to enhance the efficiency of revenue-generating activities in customer care inbound contact centers.
• Regularly review and refine all sales processes within Care to ensure continuous improvement.
• Work with Go-to-Market teams to ensure Care teams have access to the right offers.
• Stay informed about industry trends, competitive landscape, and technological advancements, continuously assessing and refining the cross-selling and upselling strategy. 

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Qualifications

• Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
• Proven track record of at least 15+ years in a sales contact center role
• 10 years’ leadership experience with a focus on cross-selling and upselling initiatives within the telecom and/or media industry.
• Strong understanding of strategies to drive CLV in telecom, both B2C and B2B
• Strong understanding of the telecom and media industry, including products, services, and customer dynamics.
• Exceptional analytical and strategic thinking skills, with the ability to analyze complex data, identify patterns, and develop actionable insights.
• Demonstrated experience in developing and executing successful cross-selling and upselling strategies, with a quantifiable impact on revenue growth.
• Excellent leadership and team management skills, with the ability to inspire and motivate a team towards achieving common objectives.
• Strong communication and presentation skills, with the ability to effectively communicate complex strategies and ideas to various stakeholders.
• Proven ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.
• A customer-centric mindset, with a passion for delivering exceptional customer experiences and driving customer loyalty.