Director of Customer Care & Service Delivery

Description

Director of Customer Care & Service Delivery

Location: Cedar Rapids, Iowa
Department: Customer Experience
Employment Type: Full-Time

Lead the Future of Customer Experience.

At ImOn Communications, we’re more than a technology provider, we’re a team of people passionate about keeping our community connected. We are committed to delivering exceptional broadband experiences and building lasting relationships with our customers. 

We're looking for a dynamic, customer-focused leader to join our team as Director of Customer Care & Service Delivery.

This critical leadership role is responsible for overseeing the entire customer journey, from initial order through installation, activation, and ongoing support. The ideal candidate is a strategic and operational leader who is passionate about customer experience, team development, process improvement, and driving measurable business results.

If you're energized by leading high-performing teams, improving customer satisfaction, and shaping operational excellence in a fast-paced environment, we'd love to hear from you.

What You’ll Do

• Lead and develop Customer Care and Service Delivery teams, fostering a culture of accountability, collaboration, and exceptional customer service. 
• Oversee the end-to-end customer journey, driving improvements in customer satisfaction, loyalty, retention, and overall experience. 
• Manage customer care operations to achieve service levels, quality standards, productivity goals, and revenue objectives. 
• Direct service delivery functions, including order fulfillment, scheduling, installations, and customer communications, ensuring efficient and seamless execution. 
• Drive operational excellence through process improvement, performance management, data-driven decision making, and cross-functional collaboration. 
• Manage departmental budgets, workforce planning, and financial performance while optimizing efficiency and controlling costs. 
• Partner with technology teams to implement innovative solutions, enhance automation, and improve both employee productivity and customer satisfaction.

Requirements

What We’re Looking For

Qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field preferred.
• Equivalent leadership experience will be considered.

Experience

• 8 to 10 years of progressive leadership experience in Customer Care, Customer Experience, Operations, Service Delivery, or Call      Center Management.
• Proven experience leading multiple operational teams.
• Telecommunications or broadband industry experience preferred.
• Demonstrated success leading organizational change and operational transformation.
• Experience managing budgets, workforce planning, and performance metrics.

Skills & Competencies

• Exceptional leadership, coaching, and talent development skills.
• Strong customer-centric mindset.
• Excellent analytical, operational, and problem-solving abilities.
• Experience leading cross-functional initiatives and organizational change.
• Outstanding communication and presentation skills.
• Strategic thinker with proven execution capabilities.
• Data-driven decision-maker with a focus on results.
• Process improvement and project management expertise.
• Ability to thrive in a fast-paced, evolving environment.

Why This Role Matters

This role is critical to delivering a seamless, end-to-end customer experience while driving operational performance, customer satisfaction, employee engagement, and business growth. The Director ensures that Customer Care and Service Delivery teams work together to provide exceptional service, improve retention, and support ImOn's customer-centric mission.

ImOn will hook you up with Company Benefits:

• Competitive pay 
• Comprehensive health, dental, and vision insurance
• 401(k) with company match
• Paid time off (vacation, holidays, and sick days)
• Company-provided tools, uniforms, and vehicle for field roles
• Employee discounts on services and partner programs
• Wellness and employee assistance programs
   

Why Join ImOn?

At ImOn, you'll have the opportunity to shape the customer experience strategy for a growing organization dedicated to service excellence. You'll work alongside talented leaders, influence company-wide initiatives, and make a meaningful impact on both customer and employee experiences.

If you're ready to lead transformational change and elevate customer service to the next level, we encourage you to apply today.

www.ImOn.Net/Careers 

ImOn Communications, LLC is an Equal Opportunity Employer