Director Mobile Customer Experience

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
We are seeking an experienced and dynamic Director of Customer Experience (CX) to lead and oversee the customer experience journey for our mobile products. This role will focus on improving activation, porting, and customer support processes to ensure a seamless and efficient experience for customers. You will be responsible for driving the strategy and execution of initiatives aimed at enhancing the customer journey, reducing pain points, and optimizing overall satisfaction. This position requires collaboration across multiple departments, including product, engineering, marketing, and customer care.
Responsibilities

• Evaluate the current CX state related to activation, porting, & customer support to identify pain points, inefficiencies, and areas for improvement
• Develop and implement a comprehensive CX strategy that aligns with business goals and customer needs
• Lead ideation sessions with cross-functional teams to generate solutions for improving activation, porting, and customer support experiences
• Work with product, engineering, &marketing teams to create improvement roadmaps and ensure projects align with broader business goals
• Oversee the planning, execution, and launch of CX improvement initiatives, ensuring they meet timelines, budgets, and quality standards
• Collaborate with key stakeholders to drive the successful delivery of projects that enhance customer satisfaction and reduce friction in the customer journey
• Streamline the activation and line porting experience, reducing delays, errors, & customer confusion during these critical touchpoints
• Implement strategies that improve customer education and ensure smooth transitions during activation and porting processes
• Analyze billing-related customer support data to identify common issues, pain points, and trends
• Lead initiatives to reduce billing contact rates by eliminating ambiguity in the CX, simplifying billing communications, and enhancing self-service capabilities
• Improve the technical support function by ensuring that care teams have the tools, knowledge, & processes necessary to resolve customer issues efficiently and effectively
• Work closely with product development, engineering, and customer care teams to design, develop, and implement CX enhancements
• Ensure alignment between CX initiatives and broader organizational goals and metrics
• Define and track KPIs to measure the effectiveness of CX improvements
• Regularly report on project progress, outcomes, and customer satisfaction metrics to senior leadership

Qualifications

• Bachelor's degree in Business, Engineering, or a related field (MBA or equivalent preferred).
• 10+ years of experience in customer experience management, preferably in a mobile or telecommunications environment.
• Proven track record of leading cross-functional teams to drive customer experience improvements.
• Strong background in customer support, technical support, and process optimization.
• Strong analytical abilities to assess customer pain points and propose data-driven solutions.
• Excellent communication skills, with the ability to collaborate effectively with various stakeholders at all levels.
• Deep understanding of customer experience metrics and KPIs.
• Exceptional organizational skills with the ability to manage multiple initiatives simultaneously.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
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Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City