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Optus · 4 months ago

Vice President, Customer Experience & Delivery

Jonesboro, AR

Full-time

Onsite

Director/Executive

7+ years exp

Optus is a national leader in IT service delivery, seeking a Vice President of Customer Experience & Service Delivery. This senior leader is responsible for shaping and executing the strategic direction of service delivery operations while embedding a customer-first mindset across the organization to enhance customer satisfaction and loyalty.

Telecommunications

Responsibilities

Oversee end-to-end service delivery operations, including break/fix support, help desk, and project teams, ensuring alignment with SLAs, KPIs, and customer satisfaction goals

Champion the use of tools such as Salesforce and automation platforms to optimize workflows, reporting, and service responsiveness. Ensure accurate and timely updates within the system, with strong emphasis on documentation and consistent process adherence to drive visibility, accountability, and follow-through

Lead resolution of escalated service issues with urgency and professionalism, ensuring root cause analysis and long-term solutions

Continuously refine service offerings and delivery processes to align with evolving customer needs and service strategies

Mentor and develop departmental leaders to build high-performing, empowered teams

Guide resource planning and allocation to ensure optimal coverage, efficiency, and scalability

Design and implement training plans and development programs that elevate team capabilities and service quality

Promote a culture of accountability, ownership, and continuous learning

Establish and monitor performance benchmarks to measure service effectiveness and customer satisfaction

Analyze customer feedback and satisfaction data to identify trends, gaps, and opportunities for proactive improvement

Lead cross-functional initiatives to enhance customer journey and eliminate friction points

Expand and strengthen the subcontractor network to support national service delivery excellence

Partner with executive leadership to define and execute strategic goals for service delivery and customer experience

Provide regular performance updates, insights, and recommendations to stakeholders

Foster collaboration across departments to ensure alignment and transparency in service operations

Qualification

Customer service leadershipService strategyProject managementSubcontractor managementMicrosoft OfficeSalesforceLeadership skillsCommunication skillsOrganizational skills

Required

Must be based in, or willing to relocate to, Jonesboro, AR

Bachelor's degree required

7–10 years of senior leadership in customer service, technical support, or managed services, with a proven record of driving results in fast-paced, customer-focused environments. Skilled at scaling teams, improving customer outcomes, and embedding a customer-centric culture

Experienced in leading large, distributed teams and managing complex service operations

Strong expertise in project management, service strategy, and remote support environments

Experienced with subcontractor management and national service logistics

Proficient in Microsoft Office and CRM/service platforms (e.g., Salesforce)

Exceptional leadership, communication, and organizational skills

Proven ability to drive results through influence, accountability, and strategic vision