Calix Inc.

VP, Customer Support and Managed Service Operations

US-TX-Richardson
Job ID
4176
Category
Customer Service
Position Type
Full Time

Overview

We at Calix wake up every day and think about one thing – the best way to connect the device-enabled subscriber and the cloud-enhanced Internet of Everything. It’s a noble cause, and one that we share with a finite group of communications service providers (CSPs) around the world whose networks and software define the broadband experience of subscribers everywhere. As the leading provider of innovative communications software, systems, and services to these CSPs, our role is to provide the vision, the insights, and the solutions to enable them to be the service provider of choice to their subscribers.

 

This formula has worked. As Calix Software Defined Access and Calix Cloud innovations and value-added services enable our customers to transform their businesses and be the winning CSPs of tomorrow, they reward us with double-digit growth and extraordinary loyalty. It’s a virtuous cycle, and as a half-billion dollar start-up, it’s one that is just getting started.

 

Do you share our passion and want to learn more? 

 

The VP, Customer Support and Managed Services Operations will report to the Senior Vice President of Services and have full responsibility for leading our Customer Support and Managed Services Operations. This critical role is a member of our Services leadership team and has responsibility for recruiting and developing senior innovative and high results oriented level leaders who manage the Field Service, Product Serviceability, Warranty & Retrofit, and Customer Service Lab teams. This leader also needs to bring experience in developing and managing high value Managed Services offerings and operations into new profit streams. S/he represents Calix on high profile escalations and has primary responsibility for customer satisfaction and major incident management. Lastly, we expect this leader to bring a level of energy and experience in relentless improvement, development of best practices and implementation of lean processes and quality execution.

By demonstrating exceptional leadership skills, a passion for customer service and a proven methodology for building a culture of continuous improvement, this is a prime opportunity for an experienced senior leader to make a significant impact on a dynamic, growing company with a large market opportunity.

Responsibilities

About you

Strategic and inspiring, engaging and collaborative, you're an inspirational leader with significant experience in a customer service operations environment. Along with the extensive experience that is captured on your resume, you will also be able to articulate how you created a vision and correlated into a repeatable successful operations with supporting enabling technology for the Customer Support and Managed Services Operations function and then successfully executed the strategy. Driven and engaging, you'll provide a culture of autonomy and empowerment, encouraging your team to work effectively and collaboratively to achieve results – for themselves and the business. You'll challenge conventional thinking, manage risk and influence stakeholders, seizing opportunities and making things happen. Above all, you'll show the commitment and skills to ensure we can respond to the needs of our customers.

Knowledge, Skills and Experience

  • Will have deep experience successfully growing and leading a managed services organization
  • ASQ, PMI, ITIL, Six Sigma

Executing for Results:

  • Strong communicator who can work across the organization and company to continue improving the way Company serves customers.

Leading Teams:

  • Strong leadership skills with the ability to motivate and focus the teams and individuals on key objectives
  • Encourage high standards of performance and inspires others to define new opportunities and continuously improve the organization
  • Practical, hands-on approach with the innate ability to lead by example.
  • He/she will foster collaboration among team members and cross-functional teams and will be able to use a wide range of individuals to address relevant issues.  S/he is able to quickly establish rapport and effective relationships and encourages team members to hold themselves accountable for their work, sharing wins and lessons learned.

Building Relationships and Using Influence:

  • Ability to build and sustain solid relationships at multiple levels internally and with partners.  S/he will have high emotional intelligence and an ability to challenge in a nuanced way.  Influencing areas of the business that are not under direct control will be critical.
  • Good history and track record of working with Sales, Marketing, Finance and Engineering to make sure everything is geared to customer success.

What you will do

  • Responsible for providing strategic direction for Managed Services Operations
  • Accountable for maintaining high customer satisfaction levels while controlling escalating costs
  • Manage high complexity customer satisfaction issues
  • Responsible for enabling customer success by strengthening core services and support disciplines

Education

Bachelor's degree in business or technical field. Master’s degree preferred

 

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