Customer experience operations manager (southeast, ms)

TEC is a communications company with a vision of connecting customers to the world and strengthening the communities we serve. As a family owned and operated business, we value your success and personal growth within the company. We strive to strengthen employees, build customer relationships, expand our fiber network, and increase profitability so that we can reinvest in our employees, company, and communities that we serve.

As a Customer Experience Operations Manager, you’ll join an elite team that is connecting rural Americans with dedicated fiber broadband services. With over 100 years in business, TEC is an established innovative communications leader. In the early to mid-1900s, TEC connected countless people to the telephone for the first time. And today, we are accelerating access to high-quality, reliable internet solutions for communities that need it most.

With offices in Mississippi, Alabama, Tennessee, and Louisiana, we are playing a major role in the largest internet infrastructure buildout in the history of our country, and you can be a part of this exciting time. TEC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity, or disability, or any other category protected by applicable Federal, State, or local laws, except where age and gender are essential bona fide occupational requirements, or where disability is a bona fide occupational disqualification. Furthermore, Equal Employment Opportunity will be provided for qualified disabled veterans and veterans of the Vietnam Era as well as other protected veterans. TEC is committed to the idea that all employees must be treated with dignity and respect. Each and every employee is expected to help maintain a nondiscriminatory workplace.

BASIC JOB SUMMARY:

Reporting to the Director of Operations Support, this position is responsible for the day-to-day leadership and performance of TEC’s customer experience center. This role is accountable for delivering an exceptional customer experience while ensuring the team operates efficiently, consistently, and with a strong sense of ownership. This position leads customer experience advocates, manages staffing and workflow using data to drive action, monitors service quality and operating results, resolves escalated customer concerns, and partners across departments to improve the customer journey. The manager balances customer care, employee development, operational efficiency, and compliance while promoting consistent, accurate, and professional service across customer contact channels. The Customer Experience Operations Manager will be the perpetual champion of the customer, walking in their shoes and considering the impact on all decisions for both the customer and the company.

ESSENTIAL JOB FUNCTIONS:

The essential job functions and duties described below may not be the only requirements of the position. It may be necessary to follow other instructions or perform other related duties required by the company.

• Lead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand not only what to do, but why their work matters to the overall customer journey.
• Lead the overall performance, culture, and customer experience delivered by the Customer Experience team by establishing clear service expectations, fostering accountability, promoting customer ownership, and reinforcing solution-oriented behaviors.
• Personally engage in significant or recurring customer issues when leadership intervention is needed.
• Manage a high-volume customer contact operation across multiple markets and locations.
• Monitor daily contact volume, service levels, abandonment, staffing, schedule adherence, productivity, and customer outcomes.
• Identify risks to service levels early and adjust staffing, schedules, workflows, or priorities accordingly.
• Establish clear daily, weekly, and monthly operating rhythms for the department.
• Ensure appropriate coverage during peak periods, outages, billing cycles, and other high-volume events.
• Use operational data to understand performance and drive improvement.
• Understand the story behind the numbers, identify root causes, and create action plans when performance is below expectations.
• Establish measurable performance expectations and routinely review results.
• Conduct regular coaching, one-on-ones, performance conversations, and development planning.
• Recognize high performers while addressing performance concerns promptly and consistently.
• Develop future leaders within the Customer Experience organization.
• Champion adoption of company systems, customer management platforms, workforce tools, communication tools, and operational platforms.
• Ensure employees adopt new processes and front-line employees are supported through accessible process documentation.
• Identify inefficient processes and recommend scalable solutions.
• Analyze customer feedback, escalations, repeat contacts, surveys, and operational trends to identify root causes, reduce unnecessary contacts, and drive continuous improvement across the organization.
• Partner with cross-functional teams to improve workflows and ensure frontline teams understand process changes.
• Participate actively in testing and implementation of new systems, products, and customer-facing processes.
• Serve as a key connection point between Customer Experience and other operational teams like Dispatch, Repair, Field Operations, Network, Sales, Billing, Service Delivery, & Marketing.
• Ensure customer-impacting operational issues have clear ownership, communication, and escalation paths.
• Represent the voice of the customer in operational discussions and decision-making.
• Help create processes that prevent customers from being passed between departments without resolution.
• Identify opportunities for self-service, automation, improved customer communication, and process simplification.
• Support the development of a scalable Customer Experience organization capable of supporting continued company growth.

OTHER JOB FUNCTIONS:

Other duties as assigned.

Job Qualifications:

Education/Experience – Requires a college degree or a minimum of fifteen (15) years of successful Customer Service Management experience.

Knowledge/Skills/Abilities – Excellent written and organizational skills as well as the ability to articulate clearly. Self-motivated achiever who gains satisfaction from providing excellent Customer Service. Able to work under pressure. Outstanding leadership, interpersonal, verbal, and written skills required. Omnia experience is a plus. Computer literacy and being proficient in the use of Microsoft Office Applications necessary.