Director, Customer Care - Military Veterans

Somos is an innovative technology company that ensures that phone calls and text messages can be trusted. Consumers don’t want spammers and fraudsters to reach them through their devices, and businesses don’t want their legitimate phone calls ignored. The solution? Developing stronger trusted digital identities. And that’s where you come in!

We are looking for team members who share our mission and have the drive and entrepreneurship to make connections safer for everyone. We believe that innovation can come from anyone who sees a need and can pose a solution. By bringing in a team of diverse talents, experiences, and perspectives, at Somos, you will be empowered to contribute in a meaningful way for the greater good of digital identities.

 Job Summary

The Director of Customer Care leads and enhances our global support operations delivering high-quality customer customer and internal client services and driving operational excellence. 

Core Responsibilities & Accountabilities

• Develop and execute operational strategy for the delivery of customer care for a variety of Somos products.
• Lead and manage operations of the Help Desk, ensuring exceptional service delivery and operational efficiency.
• Collaborate with internal stakeholders to refine and enhance the support strategy for our government contract(s).
• Develop and implement innovative strategies to continuously improve help desk processes, systems, and customer satisfaction.
• Oversee third party contracts and budget ensuring cost-effectiveness and efficient allocation of resources.
• Build, lead, and motivate high-performing teams; manage performance and ensure fair and decisive handling of personnel matters.
• Develop relationships with and conduct regular outreach to Somos customers
• Foster a culture of collaboration and inclusivity, effectively working with diverse teams across cultures and global locations.
• Act as a thought leader and change motivator, challenging the status quo and influencing stakeholders through clear, informed arguments.
• Collaborate with cross-functional teams to align Help Desk services with organizational goals and customer needs.
• Maintain a far-reaching vision and passionate commitment to achieving long-term organizational success.
• Travel as needed for customer visits and company and team meetings.
• Also performs other duties as assigned.

 Working Conditions

• Remote “Work Together Anywhere” position with home office environment using standard office equipment
• Approximately 15% travel for meetings, company annual Summit, and other industry events                                                                                         

 Minimum Qualifications

• Minimum of 12 years of experience in contact center operations, with 10 years of progressively responsible experience, or an equivalent combination of education and experience.
• Proven managerial experience with a focus on team building, performance management, and leadership.
• Strong commitment to customer service principles and internal client satisfaction.
• Strong international operations expertise and experience managing geographically dispersed teams
• Demonstrated ability to manage large and complex budgets effectively.
• Exceptional interpersonal skills with the ability to work alongside people from diverse cultural backgrounds.
• A motivated professional with a positive outlook and the ability to engage and inspire others.
• Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Skilled at influencing and driving change through clear and logical argumentation.
• Excellent time management, written and verbal communication, and customer service skills.
• Proficiency in the MS Office Suite (Word, Excel, PowerPoint).
• Ability to project a professional image over the virtually and in person.
• Ability to see beyond day-to-day tasks to identify and implement innovative improvements.

Preferred Qualifications

•  Bachelor’s Degree in Business or related field
• Knowledge of telecommunications industry