Vice President - Customer Service

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

The Vice President - Customer Service is responsible for leading the operations of the contact centers across multiple functions, including Consumer Contact Center Sales and Support, Customer Repair, Financial Services, Customer Retention, and Consumer Order Coordination. This role requires a thorough understanding of business goals to drive strategic initiatives and practical solutions that contribute to long-term success in a results-oriented environment. Additionally, the role works closely with business partners to lead and develop a customer support strategy that enhances the overall customer experience. This collaboration ensures alignment with other functional areas to enhance customer satisfaction, retention, and operational efficiency.

The position will oversee the creation and execution of policies, procedures, and performance metrics to ensure excellence in customer service and support. A key focus is continuous improvement, ensuring optimal customer satisfaction, and the role is accountable for implementing effective scheduling practices that align capacity with demand, anticipating fluctuations to maintain high service levels. The role also involves managing staffing levels and identifying opportunities for efficiency and cost-effective customer support solutions.

Develop and implement strategies for Consumer Contact Center Sales and Support, Customer Repair, Financial Services, Customer Retention, and Consumer Order Coordination to enhance customer satisfaction and operational efficiency.
• Monitor and analyze performance metrics across all customer contact functions, ensuring alignment with organizational goals and continuous improvement.
• Partner with other departments to lead and develop a customer support strategy that enhances the overall customer experience and aligns customer contact strategies and initiatives with overall business objectives.
• Establish and enforce policies and procedures for customer contact operations to ensure consistency, quality, and compliance with industry standards.
• Oversee development of top talent within the customer contact operations team, fostering a culture of excellence and continuous improvement.

Required Qualifications:

• Bachelor's Degree OR 4+ years professional work experience.
• 10+ years' experience in strategic leadership roles
• 5+ years' experience specific to customer contact operations

Other Qualifications:

• MBA or advanced degree in Marketing, or related field preferred.
• Strong commitment to delivering exceptional customer experience, building loyalty, and ensuring customer success.
• Familiarity with customer relationship management (CRM) systems, contact center technologies, and other relevant tools.
• Deep understanding of telecommunications operations, network infrastructure, market dynamics, and competitive landscape.
• Strong analytical skills to interpret market data and make data-driven decisions.
• Exceptional interpersonal, presentation, and stakeholder management skills with the ability to build trust and alignment across all levels of the organization.
• Highly accountable, agile, and focused on achieving measurable outcomes in a fast-paced, competitive environment.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what's listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well-being, and overall happiness. Join us and experience a work environment where your well-being is a top priority!

Associates scheduled to work 20 or more hours per week have access to:

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs

Associates working 30 or more hours per week additionally have access to:

• Short-Term & Long-Term Disability
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time

In addition to these benefits, all associates will have the opportunity to participate in our Associate Resource Groups, which are designed to encourage community and facilitate professional development. To learn more, click here.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.