Director of Business Operations & Customer Experience

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

Job summary

Hawaiian Telcom is seeking a Director to lead teams overseeing business product implementations, project management, billing, and customer care. The role emphasizes delivering high-quality customer experiences through operational excellence, performance management, and cross-functional collaboration with Sales, Product, Installation/Repair, and vendors.

The position requires leadership of 2+ direct reports, a Bachelor's degree, and 5–7 years in related fields with telecom experience including

Qualifications

• Demonstrated leadership and people management abilities.
• Strong analytical, problem-solving and decision-making skills.
• Excellent verbal, presentation, and written communication skills.

Responsibilities

• Lead teams responsible for project management, order processing, and service implementation for all services while ensuring a strong customer experience.
• Identify and remove operational barriers to standardize processes and optimize resource use; leverage project management tools and practices.
• Oversee ongoing customer care and support, handle escalations, and resolve systemic process issues.

Skills

Leadership

Project management

Customer focus

Analytical skills

Education

Bachelor's degree

Job description

Hawaiian Telcom is seeking a Director to lead teams overseeing business product implementations, project management, billing, and customer care. The role emphasizes delivering high-quality customer experiences through operational excellence, performance management, and cross-functional collaboration with Sales, Product, Installation/Repair, and vendors.

The position requires leadership of 2+ direct reports, a Bachelor's degree, and 5–7 years in related fields with telecom experience including