https://amzn.to/44P6GXZ
GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.
Role Description
The Head of Service Excellence for GFiber is responsible for the development of an end-to-end service platform that drives differentiated service experiences across the customer’s lifecycle. This position is responsible for the strategic vision and implementation of a next-gen service model across all customer touchpoints and channels. This role is instrumental to building an end-state OSS/BSS ecosystem to predict and inform customer interactions, leveraging data analytics and intelligence to support personalized treatments and customer-first decisioning. This role will drive improvements in network operations, digital engagement and in-home experience to deliver an unmatched quality of Internet service. This role will oversee the measurement of both proprietary and syndicated customer experience metrics to understand program impacts, identify areas for improvement and create a continuous loop of self-learning. This position will partner closely with Product, Customer Support, Marketing, Field Operations, Network Operations, and Engineering teams to evolve our service model, execute service initiatives, and introduce new platforms & capabilities.
Responsibilities
Minimum Qualifications
Preferred Qualifications
The US base salary range for this full-time position is between $203 K – $279 K + bonus + equity + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google’s Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC’s “Know your rights: workplace discrimination is illegal” (PDF).
It’s important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.
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