Director - Business Market Operations

Hawaiian Telcom; Honolulu (HI); On-site; USD 125,000 - 188,000; Full time

Job summary

Hawaiian Telcom is seeking a Director to lead teams delivering business customer satisfaction, post-sale implementation, project management, billing, and customer care for the company’s business products and services.

The role focuses on high-quality customer experience through effective operational execution, process improvement, performance management, and collaboration with internal partners and vendors.

Qualifications

• Four years of college resulting in a Bachelor's Degree or equivalent experience.
• 5 to 7 years in related field.
• Experience with telecommunications products and VOIP.
• Experience with voice and data circuits.

Responsibilities

• Lead teams responsible for project management, order processing, and service implementation of all services while ensuring successful customer experience.
• Identify and remove operational barriers to allow for standardization of processes between teams and efficient use of resources.
• Oversee ongoing customer care and support for existing customers; handle day-to-day customer interactions and escalations while solving systemic process issues.
• Establish, monitor, and analyze operational performance metrics to drive service quality, productivity, and customer satisfaction.
• Partner with Sales, Product, Installation/Repair, and vendor organizations to improve operational effectiveness and support customer needs.
• Develop, coach, and retain a high-performing team through effective leadership, talent development, and employee engagement.
• Promote the adoption of best practices, tools, and process improvements that support evolving technologies and customer requirements.
• Support strategic initiatives and departmental goals while ensuring alignment with broader organizational objectives.

Skills

Leadership

Analytical skills

Communication skills

Problem solving

Time management

Team collaboration

Education

Bachelor's degree

Job description

Job Purpose This position will lead teams responsible for business customer satisfaction, post-sale implementation, project management, billing, and customer care for the Company's business products and services. This role is accountable for delivering high-quality customer experience through effective operational execution, process improvement, performance management and collaboration with internal partners and vendors. The Director will develop and monitor key performance metrics to ensure efficient service delivery and continuous improvement.

Job Purpose This position will lead teams responsible for business customer satisfaction, post-sale implementation, project management, billing, and customer care for the Company's business products and services. This role is accountable for delivering high-quality customer experience through effective operational execution, process improvement, performance management and collaboration with internal partners and vendors. The Director will develop and monitor key performance metrics to ensure efficient service delivery and continuous improvement.
Essential Functions

• Lead teams responsible for project management, order processing, and service implementation of all services while ensuring successful customer experience
• Identify and remove operational barriers to allow for standardization of processes between teams and efficient use of resources while ensuring a successful customer experience; strong use of project management tools and practices will play a large part in this success
• Oversee ongoing customer care and support for existing customers; handle and resolve day-to-day customer interactions and escalations while solving systemic process issues causing the problem
• Establish, monitor, and analyze operational performance metrics to drive service quality, productivity, and customer satisfaction
• Partner with Sales, Product, Installation/Repair, and vendor organizations to improve operational effectiveness and support customer needs
• Develop, coach, and retain a high-performing team through effective leadership, talent development, and employee engagement
• Promote the adoption of best practices, tools, and process improvements that support evolving technologies and customer requirements
• Support strategic initiatives and departmental goals while ensuring alignment with broader organizational objectives

Education

• Four years of College resulting in a Bachelor's Degree or equivalent experience

Relevant Work Experience

• 5 to 7 years in related field
• Experience supporting telecommunications products and services preferred
• Experience in ordering/project managing, operations, and support of telecom services
• Experience with VOIP technology
• Experience with voice and data circuits

Special Knowledge, Skills And Abilities

• Demonstrated leadership and people management skills
• Strong analytical, problem solving and decision-making skills
• Strong customer focus and commitment to service excellence
• Ability to manage people with a diversity of talents
• Collaboration/teamwork skills
• Excellent verbal, presentation, and written communication skills
• Excellent analytical ability and problem-solving skills
• Sound judgment and ability to work as part of a team in a fast-paced environment
• Strong organizational and time management skills

Supervisory Responsibility

• Has 2 or More Full Time Direct Reports

Salary Range: $125,000 - $187,500