Director, Escalations Management
Director, Escalations Management
Job Type: Full Time
Location: Denver, CO
Department: Customer Support
The RingCentral environment is dynamic, success-driven, team-oriented and committed to providing world class service for its customers. Do you have the ability to thrive in a fast-paced environment? We are looking for candidates with an entrepreneurial spark!
We're not a phone company; we're a cloud business-solutions provider. We've thrown out the old PBX along with its rigid rules and eliminated the complexity and unnecessary expense of managing business communications the old way.
RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.
RingCentral is looking for a Senior Manager of Customer Communications who will lead a team of Project Managers responsible for a delivering a world-class communications experience surrounding scheduled maintenance and incidents for our customers. This is an opportunity to build a new organization and create critical new capabilities within the Customer Communications & Escalation Management Team (CCEMT) in Global Services & Support for a recognized leader in global cloud communications.
Responsibilities:
- Manages a team of Sr. Project Managers delivering across a diverse set of communications and escalations activities and technology projects on a 24/7, global basis.
- Develops a standardized documentation methodology while ensuring consistency of reporting for roll-up of CCEMT wide updates for executive consumption.
- Collaborate with senior leaders within the GSS, GNOC, Product, Marketing, and Operations teams to ensure strategic alignment with the process and system development efforts.
- Work cross-functionally to communicate vision, evolution, project scope, timelines, and dependencies for all critical account program efforts.
- Ensure key initiatives aligned with the business strategy are meeting required timelines and executive commitments.
- Align internal and external objectives to the Director, Customer Communications leader.
Qualifications:
- Minimum 5+ years leading customer-facing organizations such as Support, Network Operations, or Professional Services.
- Minimum 5+ years developing relationships with strategic large enterprise and communication provider customers, with a strong focus on communications delivery and the overall Customer Experience.
- 3-5 years minimum experience within the data networking industry, preferably with a telecommunications service provider or SaaS company.
- Proven track record of implementation of scalable enterprise programs and processes.
- Self-motivated individual capable of working in a face-paced, dynamic environment.
- Detail and results oriented; skilled at both planning and hands-on execution.
- Must have direct experience leading the development of new project management resources previously.
- Must be customer and relationship-focused with strong interpersonal and communication skills.
Tier6