Senior Director, Customer Care

Join a team that offers growth potential, competitive compensation, an excellent benefits package, and the opportunity to make a significant impact on the lives of customers and communities. Fidium Fiber is a best-in-class, top 10 U.S. fiber provider delivering reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live.

About the role

Fidium Fiber is seeking a strategic leader to serve as Sr. Director of Customer Service, reporting to the Sr. Vice President of Customer Operations. This role oversees third-party vendor performance and operations supporting tier 2 technical support, ensuring alignment with Fidium's quality standards and customer satisfaction objectives. The Sr. Director will drive continuous improvement across call center KPIs, manage complex vendor partnerships, and collaborate closely with onshore care and customer experience teams to deliver exceptional service outcomes.

Responsibilities

• Vendor management and oversight
  • Manage relationships with all third-party vendors supporting tier 2 support operations, including contract administration, service level agreement (SLA) enforcement, and vendor scorecard performance reviews
  • Conduct quarterly business reviews with vendors to assess performance, identify improvement opportunities, and align on strategic priorities
  • Negotiate contracts and terms with vendors to ensure cost-effectiveness, quality standards, and operational flexibility
• KPI monitoring and performance management
  • Own comprehensive KPI dashboard covering dispatch rates, call quality, first-contact resolution, customer satisfaction scores, average handle time, and other relevant operational metrics
  • Establish performance targets and monitor daily, weekly, and monthly metrics against goals
  • Analyze trends and root causes of performance variances; implement corrective action plans with accountability timelines
• Cross-functional collaboration
  • Partner strategically with the onshore care team to optimize tier 1-to-tier 2 handoff processes and escalation workflows
  • Work closely with the customer experience and escalations team to address complex issues, manage high-priority cases, and ensure customer retention efforts
  • Align vendor operations with broader Fidium customer service strategy and brand values
• Quality assurance and training oversight
  • Develop and implement quality assurance programs, including call monitoring, auditing, and coaching frameworks
  • Ensure vendor training programs align with Fidium technical standards and product knowledge requirements
• Budget and financial management
  • Manage vendor service costs and budgets; drive operational efficiency initiatives to optimize cost per contact and other key financial metrics
• International oversight and travel
  • Conduct on-site visits to offshore and international vendor locations to assess operations, conduct training, and maintain relationship continuity
  • Prepare for extended stays as needed to address operational challenges, implement improvements, or support critical initiatives
• Continuous improvement and strategic planning
  • Lead process improvement initiatives to enhance operational efficiency, reduce costs, and improve customer outcomes
  • Develop and present performance reports and strategic recommendations to senior leadership

Requirements

• 10+ years of experience in customer service management, operations, or related field, with at least 5+ years managing third-party vendors and outsourced operations
• Proven track record of managing tier 2 or technical support operations and measuring/improving KPIs
• Experience with vendor management, contract negotiation, and SLA enforcement
• Strong analytical and problem-solving skills with ability to interpret complex metrics and drive data-informed decisions
• Excellent communication and interpersonal skills; able to influence across organizational boundaries
• Bachelor's degree in Business Administration, Operations Management, or related field (or equivalent experience)
• Willingness to travel internationally as required, including extended stays

Preferred Qualifications

• Experience in telecommunications or broadband/fiber internet industry
• Knowledge of ITIL or similar IT service management frameworks
• Proficiency with workforce management tools and CRM/customer service platforms
• Six Sigma or Lean process improvement certification
• Experience managing global/multilingual support teams

Core Competencies

• Strategic thinking and vendor partnership
• Operational excellence and continuous improvement
• Data analysis and performance management
• Leadership and team development
• Cross-functional collaboration and influence
• Customer-centric mindset and service quality focus
• Financial acumen and budget management

Location

Hybrid (central office location with flexibility)

Travel

15-25% domestic and international travel required, including extended stays

Pay

Salary pay range: $115,000 – $170,000 annually

Benefits

• 401(k) matching
• Medical, prescription, dental, and vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Flexible Time Off
• Paid holidays
• Employee Assistance Program
• Annual bonus program for eligible employees based on organization performance