Director Customer Experience Operations Jobs (NOW HIRING)

IBT Group is expanding a brand-new broadband network, built from the ground up with the latest technology — Nokia XGS-PON fiber with WiFi 7, and Tarana Wireless G2 fixed wireless. Because the network is new, it is fast and reliable, with few of the technical problems that slow down older networks — which means happier customers and a team that gets to focus on great service instead of firefighting.

We are bringing this service to unserved and underserved communities that have been stuck with legacy, unreliable networks. That is a real opportunity: with the right team, a strong take rate is genuinely ours to earn — and it raises our bar rather than lowering it. Even where customers have few alternatives, we hold ourselves to making every one of them genuinely glad they chose us.

This role exists to make the most of that. You will own the entire customer relationship — from the first conversation, through sign-up, installation, and years of happy service — and lead the teams and build the processes that make every customer feel that we genuinely care about their satisfaction. Getting households activated matters; keeping them delighted matters more.

What we’re looking for

·    A people-first leader who truly cares about customer happiness — and makes everyone around them care too.

·    A builder-operator who has stood up or grown a customer care / call center team and the processes behind it.

·    5+ years in customer experience, customer operations, or service leadership — with 3+ years leading teams. ISP, telecom, utility, or field-service background a strong plus.

·    Commercial sensibility: comfortable owning both customer satisfaction and growth (sign-ups and activations).

·    Comfortable owning a modern BSS/OSS or CRM platform — configuring it, owning the data and KPIs, and writing the playbook.

·    A relentless, positive problem-solver with a make-it-happen mindset, deep empathy, and a calm head under pressure.

·    Fluent English required; Spanish a plus.

If that sounds like you, here is what the role owns.

What you’ll own

1. Customer satisfaction & experience — the heart of the role

·    Own how every customer feels about IBT, from first contact through years of service.

·    Design the customer journey and own every touchpoint and communication — tone, timing, and the subscriber portal experience — so customers always feel informed, respected, and valued.

·    Own CSAT / NPS, retention, and win-back, and turn customer feedback into real improvements.

2. Customer care & support

·    Grow our existing technical support call center into a full customer care team: keep it mission-aligned, raise the bar on response and resolution, and lead the in-person service office.

·    Evolve the team so that, alongside support, they help customers sign up and activate.

·    Own subscriber-facing incident and trouble-ticket management within SLA, coordinating with the network team on network-related issues.

3. Sales & activation

·    Lead door-to-door, inside/phone, and event sales, plus the online marketplace signup experience.

·    Convert serviceable households and get them activated quickly and smoothly.

·    Crush pre-install churn by closing the order at the point of sale — appointment booked, payment registered, activation confirmed in one interaction.

4. Installation scheduling & experience

·    Own appointment scheduling and dispatch, coordinating closely with the field / construction team that performs the physical installation.

·    Drive on-time, first-time installs, and make every install a moment that builds trust — with clear communication before, during, and after the visit.

5. Process & systems

·    Be the business owner of our new BSS/OSS platform — a modern, powerful system that lets us run an efficient operation and deliver a smooth, reliable customer experience.

·    Configure it to our processes, write the SOPs that govern how work flows, and own the operational data, integrations, and reporting.

6. Team & culture

·    Hire, coach, and lead the customer-facing organization with empathy and a make-it-happen mindset — a player-coach who builds the function now and scales it as we grow.

How we’ll measure success

·    Customer satisfaction (CSAT / NPS) and subscriber retention

·    First-contact resolution and trouble-ticket SLA adherence

·    Time-to-activate, on-time and first-time install success

·    Pre-install churn and order completion rate

·    Subscriber growth and take rate across all projects

Nice to have

·    Broadband / FTTH / fixed-wireless experience.

·    Exposure to grant-funded broadband (BEAD, USDA) and associated reporting.

·    Experience integrating operational systems with an ERP and handling telecom billing and taxes.

What we offer

·    Competitive base salary commensurate with the scope and seniority of the role, plus performance bonus.

·    The chance to build a customer organization from the ground up at a fast-growing broadband company connecting communities to a fast, reliable, brand-new network.

·    A high-visibility seat where your work is directly tied to the company’s success.