Director of Business Operations & Customer Experience

Socket.dev; Honolulu (HI); On-site; USD 125,000 - 188,000; Full time

Job summary

Socket.dev in Honolulu seeks a Director to lead teams responsible for business customer satisfaction, post-sale implementation, project management, billing, and customer care for our business products and services. You will deliver a high-quality customer experience through effective operations, process improvement, performance management, and collaboration with internal partners and vendors.

The role requires strategic leadership, KPI development, coaching, and managing a team of professionals

Qualifications

• Bachelor's degree or equivalent experience.
• 5–7 years in related field.
• Experience in telecommunications products and services.
• Experience with ordering and project management.
• Experience with VOIP 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 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.

Skills

Project management

Telecommunications

VOIP

Voice circuits

Leadership

Customer focus

Analytical thinking

Presentation skills

Education

Bachelor's degree

Job description

Socket.dev in Honolulu seeks a Director to lead teams responsible for business customer satisfaction, post-sale implementation, project management, billing, and customer care for our business products and services. You will deliver a high-quality customer experience through effective operations, process improvement, performance management, and collaboration with internal partners and vendors.

The role requires strategic leadership, KPI development, coaching, and managing a team of professionals