VP of Customer Operations

VP of Customer Operations

OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. And it gets better - with full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence with OXIO, and in addition help them glean unique customer insights like never before.

Job Description:

As the VP of Customer Operations will be responsible for all aspects of the success and overall satisfaction of our Clients/Customers. This encompasses leading an internal and external team of Customer Service representatives and partners. Leading a team of NOC specialists supporting internal teams and external clients/customers. And finally a team of Customer Success Managers who manage clients in North America and Europe to ensure client satisfaction and serve as the client advocate within OXIO to fulfill all their operational needs.

Key Responsibilities

• Create and evolve BPO model strategy and processes

• Lead External BPO partners to ensure performance metrics are being met 

• Build a scalable support operations to support clients across the globe

• Establish a training curriculum for agent support

• Create and evolve NOC model strategy and processes

• Lead a team of NOC specialists to support internal teams and eternal clients, customers and partners 

• Lead a a team of CSM responsible to client satisfaction and well-being

• Create and maintain a client NPS process to ensure clients are being properly served.

• Create a client performance strategy to ensure KPI’s and volume commitments are being achieved.

• Establish QBR process with all Clients

• Evaluate and implement new tools and technologies (e.g. CRM enhancements) to support the Client Operations team

• Lead prioritization of Client enhancements based on improvement impact

• Oversee and continuously improve Client Operations processes, including but not limited to BrandVNO, account subscriber growth, and operational documentation

• Continuously evaluate the Client organization performance in order to identify issues, evaluate potential risks and work with teams on solutions

• Ensure regulatory compliance: all Client Operations activities must comply with relevant regulations and policies across different countries.

• Work with our Data and Intelligence teams designing our Business Intelligence product’s pricing strategy

• Bi-Weekly update to Executive leadership on Client account health and performance

• Build strategy to drive continuous Client growth in subscribers and revenue

Key Qualifications

• Bachelors or Master’s degree

• 20+years of Telecom Experience

• Excellent verbal and written communication skills

• Exceptional attention to detail and the ability and organizational skills

• Advanced Excel / Google Spreadsheets skills

• Process-oriented individual with strong analytical and problem-solving skills

• Strong ability to effectively document, improve, follow and enforce new processes that involve many teams within the organization
  

What We Offer:

• Competitive salary and stock option incentive program

• Company paid healthcare

• Flexible work arrangements

• Company sponsored team-lunches and company retreats

• International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup

• A diverse and inclusive team.

• We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics. 

OXIO is committed to fostering a diverse, equitable, and inclusive workplace where all employees feel valued and empowered. We believe that diversity in all its forms drives innovation and creativity, and we strive to create an environment that reflects and celebrates the unique backgrounds, perspectives, and talents of our employees. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to providing a work environment free from discrimination and harassment. We committed to ensuring that all qualified applicants have an equal opportunity to apply for job openings. If you need assistance or an accommodation due to a disability, please contact us at hr@oxio.io for more information.