Director of Operations - Customer Engagement

About WeLink:

WeLink is a next-generation wireless internet service provider. We use the latest millimeter wave technology (including our custom radios) and a proprietary and patent-pending approach to network deployment that allows us to deploy fiber-like networks faster and more cost-effectively than anyone else.

We were founded by experienced fixed-wireless veterans and have spent the past couple of years developing technology and refining our approach. We've had paying customers for a year in the Las Vegas metro area. At WeLink, we place a strong emphasis on delivering quality service and maintaining an excellent customer experience. As a result, our customers love our service, and our churn is extremely low.

We recently closed a large round of funding and are poised to grow massively.

Our growth won't just encompass expanding our fixed-wireless footprint but also adding additional services (including mobile solutions).

If you want to give the world an alternative to the cable and telco duopoly that frustrates consumers and pioneer a better wireless future for the world, join us.

Job Description:

WeLink is looking for a Director of Operations to oversee all aspects of our customer engagement, including Customer Care, Billing, and Technical Support. This position would work closely with the VP of Corporate Operations, as well as managers and supervisors within the Customer Experience department.

Qualifications:

• 10 years of experience in leading customer management teams
• A history of customer service and customer advocacy
• A passion for data-driven management and accountability
• A history of employee development and engagement
• An engaging leadership presence that is transferable whether in person, over video, or through writing
• A strong track record of coaching and mentoring employees to grow into new roles and achieve increasingly challenging accomplishments
• Excellent written and verbal communication skills

Responsibilities:

• Developing policies and standards to ensure an exceptional customer experience
• Manage team of managers to ensure business objectives are met
• Drive cross-functional efforts to iteratively improve our processes and systems to support the continued evolution of WeLink customer care
• Owning the customer incident management process and standards
• Helping to define the technology stack needed to meet rapid growth
• Design, implement, and monitor key performance indicators and operational metrics