Job Title: Senior Director, Customer Service Recovery and Social Media

Job Description:

The Office of the President and Social Media team is responsible for customer service recovery and root cause issue elimination. The team responds to critical customer issues and inquiries from Frontier’s Executive Team, social media, government agencies, complaint forums, Public Relations, Legal, and Investor Relations. This team handles a wide range of complex problems, including the company’s most serious, sensitive, and visible customer satisfaction issues.

To lead this team, we are looking for a savvy leader who obsesses about customers, working backward from their needs to deliver unrivaled customer service. We need someone who can revolutionize how we treat customers to relentlessly earn and keep customer loyalty and trust. This role is responsible for owning all Customer Escalations and managing customer issues and inquiries on all social media channels. This leader must understand the importance of world-class quality customer interactions and will work with Customer Operations leaders to define these. This role is a senior leadership role with C-Suite visibility, extraordinary autonomy, scope, and potential for immediate impact.

The Senior Director, Customer Service Recovery and Social Media will develop the current Escalations and Social Media teams into a high-performing Service Recovery function. This includes not only the management of escalations from customers but also the creation of a scalable process that enables root cause identification and permanent elimination of defects. This leader will manage all customer issues and inquiries that are posted to our social channels and complaint forums ensuring all messaging is reflective of our brand and our commitment to excellent customer service.

The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments. This role is accountable for reviewing, enhancing, and building out an improved escalation and complaint mechanism across the company. Starting with the contact center, this leader will partner with all stakeholders to define and measure our ability to manage customer escalations. As part of the Customer Care senior Leadership team, this leader will shape the future of the Frontier customer experience. Excellent listening, writing skills and very strong judgement are essential. The role requires delivery and operation at a very high-quality bar in a fast-paced environment.

Responsibilities:

• This role is a senior leadership role with C-Suite visibility and accountability for the executive leadership’s team goals of delivering an amazing experience for Frontier customers
• Leading with customer stories, armed with facts and data, you will drive real change to reduce our customers’ effort at every step of their journey
• Build a highly functioning and performing Escalations team focusing on superior handling of customer issues across a 24x7 response team. You will develop the current Escalations and Social Media teams into a high-performing Service Recovery function
• Develop and execute an approach to social media customer support that is reflective of our brand personality and consistent with our commitment to creating an amazing experience for our customers
• Monitor and report on digital trends, identifying opportunities to improve Social Care and making strategic recommendations to maximize our impact
• In addition to the management of escalations from customers, this leader will also create and implement a scalable process that enables root cause identification and permanent elimination of defects
• This role is accountable for reviewing, enhancing, and building out an improved escalation and complaint mechanism across the company
• Develop clear insights, backed with data to present and implement solutions at scale to eliminate the defects that drive escalations
• Provide regular updates to the CEO and Executive Leadership team
• Coach and develop team members to write and own escalation write-ups with clear root cause definition
• Be a role model across Frontier, coaching and developing others to deliver excellence in researching and identifying the root cause of customer issues
• Partner with critical stakeholders such as Product, Network, IT, Legal/Regulatory and others to develop key customer solutions and influence prioritization
• Partner with Customer Care Training and Leadership to support Customer Quality Programs to foster a culture of innovation that helps create world-class end-to-end customer experiences
• Partner with Communications to enhance our company reputation and communicate our purpose and beliefs in social media messaging

Qualifications:

• Ability to think much bigger than the problem at hand and have deep experience in solving the most complex customer problems
• The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments and will never stop learning about their customers' subject matter and areas of complexity
• Superior analytical abilities are essential, with the ability to identify digital benchmarks and set data-driven goals
• Strong knowledge of digital channels, social media best practices and platform rules of engagement
• Ability to communicate with empathy and authenticity, and to remain professional in difficult conversations
• 5+ years of people management experience building strong teams and managing managers
• A passion for people management and mentorship
• An entrepreneurial spirit who wants to change the world and naturally prefers to move fast
• Proven ability to actively hire, coach, and develop world-class teams in multiple locations
• Strong project planning/execution skills including estimating, scheduling, and executing on tight deadlines
• Ability to handle multiple competing priorities in a fast-paced environment and collaborate across business functions
• Ability to communicate a vision that inspires the team and leadership to work toward best-in-class solutions for our customers
• A track record of empowering teams to execute their mission free from distractions, misalignment, or other impediments to their success
• Excellent written and verbal communication skills, including the ability to write clear and compelling messages that embody our personality: vibrant, expert, ambitious and celebratory
• Strong ability to use data and metrics to back up assumptions, make recommendations, and drive actions

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality. However, at this time, we are not sponsoring any Visas.

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.