Frontier Communications

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Frontier Communications

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Senior Vice President, Consumer Care

Senior Vice President, Consumer Care

Customer Service

Locations

Dallas - Fort Worth, TX • Anywhere, CT

Job ID: 6541

About Frontier Communications

Frontier® Communications provides communications services to urban, suburban, and rural communities in 25 states. Frontier offers a variety of services to residential customers over its fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure® digital protection solutions. Frontier Business™ offers communications solutions to small, medium, and enterprise businesses.

Senior Vice President, Consumer Care

 

General Description

  • Senior leadership role reporting directly to the Chief Customer Operations Officer
  • Ensures world-class customer service and retention of existing customers through each customer interaction, whether those interactions are through traditional care centers or digital technologies
  • Leads Frontier’s internal Residential, Small Business, Retention, and Technical Support Centers, as well as external centers operated by vendor partners
  • Creates and executes appropriate strategic plans to achieve customer care and retention objectives
  • Plays a strategic role in continuing to develop Frontier’s ability to care for customers through digital technologies
  • Ensures that Frontier’s Center footprint is aligned with customer trends and corporate strategic plans
  • Partners cross-functionally with groups such as Sales and Marketing to ensure alignment, as well as Frontier’s Agile Team to strategically develop and implement ongoing, continuous improvements

Preferred Experience

  • Previous senior leadership experience within Customer Service and Technical Support Center environments
  • Significant experience caring for customers through digital technologies
  • Success in creating and executing strategic plans to achieve customer care and retention objectives
  • Success in driving organizational change via Agile methodologies and a proven track record of overcoming challenges to achieve goals
  • Strong process and data analytics acumen, and demonstrated ability to apply data analysis to make decisions
  • Strong interpersonal and influencing abilities, particularly when influencing others who are not in your organization
  • Demonstrated ability to work within large organizations, lead teams remotely and work cross-functionally
  • Success in leading and motivating people at all levels in a union environment

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.