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Sr. Director, Business Transformation

This leader is responsible for building a strategy that enables a best-in-class, customer-centric sales and service experience through deeply knowing and understanding the needs of both our customers and our employees. This vital position provides an excellent opportunity to directly and positively impact the Customer Experience and to develop new options for how we interact with our customers in the future.
The primary responsibility for the Sr. Director – Customer Success Strategy will be supporting the development and execution of a sales & service delivery strategy built on customer and employee centricity: an understanding of who the customer and employee is, the anticipation of their support needs, and the translation of their engagement into business value. This framework will extend across all Customer Success channels – Inside Sales, Mobile CS, Fios – as well as for both our internal employees and our external partners.
This individual will also be responsible for thought leadership, CS evolution and execution of our mid and long-term strategy. The ideal candidate will work cross-functionally deep within the Customer Success organization and partner inter-departmentally across VCG with teams including Corp Strategy, CXO, Marketing, Finance, and Retail & Partner Management. The candidate will collaborate vertically and horizontally within this ecosystem to ensure Customer Success delivers an elevated, premium sales & service delivery experience, the experience is consistent across all CS channels, and CS is influencing the design and providing valuable frontline feedback of our service/product offerings.
This dynamic leader will manage a team that is diverse in experience and is located both in office and in work from home locations.
An ideal candidate for this role is very enterprising, challenges orthodoxies, should be able to interpret customer feedback, articulate key areas that align with our strengths & capabilities to define new areas of opportunities within our Customer Success channels. The position requires the use of critical thinking skills and the ability to adapt quickly based on changing business dynamics. The candidate is responsible for identification, qualification, quantification, tracking, and creation of a strategic roadmap.
Strong team leadership, collaboration, written and verbal communication skills, and ability to interact with all levels of the business is a must.
The selected candidate will work with executive leadership, staff, and key stakeholders to provide executive-level support, planning, and directing of strategic projects and operations to ensure strategic business plans and incremental opportunities are successfully developed and executed.
Key Responsibilities:
Own, develop, and execute the long term strategic plan (3-5 years) for the Customer Success channel – determining our next stages of CS Evolution focused on improving our premium quality of service, driving increased sales/revenue, and optimizing our opex & capital
Unify the holistic CS strategy with the current key strategic initiatives:
E2E Case Management
Premium Experience
Accelerate All
Partner Evolution
Operational Excellence
Partner with senior/executive leaders – both within the Customer Success Organization as well as across VCG – to ensure alignment of the CS strategic long-range plan with the broader VCG strategic roadmap and operating model
Provide critical thought leadership, innovation, and relevant research, context, and insight through internal & external sources and benchmarking
Plan, lead, and drive analysis & solution development for key business/channel challenges to enable new growth, value, and efficiency opportunities
please email resume and supporting information to