Position Type:  Full-time Regular

Business Unit Area/Functional Area:  Customer Care

Relocation Approved:  No

Job Description:
Clearwire's technology changes lives! If you are motivated by having a role where what you do each day directly influences the way people work and communicate, Clearwire may be the company for you! Clearwire, founded in October 2003 by telecom pioneer Craig O. McCaw, is focused on providing true mobility to our customers. Clearwire customers stay connected using licensed spectrum, thus eliminating the confines of traditional cable or phone lines. On May 7, 2008, Clearwire Corporation and Sprint Nextel Corporation entered into a definitive agreement to combine their next-generation wireless broadband businesses to form a new wireless communications company to expedite the deployment of the first nationwide mobile WiMAX network. In conjunction with this agreement Intel Corporation (through Intel Capital); Google Inc.; Comcast Corporation; Time Warner Cable Inc; and Bright House Networks have collectively agreed to invest $3.2 billion into the new company.Senior Customer Operations and Care Manager Clearwire has the amazing opportunity for a “roll up the sleeves” Senior Level manager to cross-functionally plan, manage and lead different groups and programs within the Customer Operations and Care organization. This position will be responsible for implementing practices that increase revenue, reduce costs and improve service quality. In addition to the before mentioned, some of the soft skills that the right candidate will possess includes the ability to thrive in a dynamic environment, inspire innovation, demonstrate flexibility all while motivating others towards strategic goals continuously following corporate values. This person will also be approachable, leading by example mentoring and developing others encouraging collaborative team work as a way of accomplishing goals while driving accountability. The individual most qualified for this position will be able to relate with all levels of the organization and will possess an ongoing commitment to internal and external customer satisfaction.This rare opportunity allows for significant growth within the organization. This position reports to the Vice President of Care. Responsibilities:

Continuously evaluate and identify opportunities to drive process improvements that positively impact our customer experience while increasing efficiency

Analyze customer reporting (churn, credits, customer sat, pullbacks etc) for trends and develop and implement programs to improve these metrics and work with General Managers to correct unacceptable business practices

Drive customer satisfaction programs at market, regional and company level

Handle customer escalations as needed

Assist in interviewing & training support partners on operational processes/practices

Work closely with different cross sectional teams to improve overall knowledge and cohesive execution of processes/operations

Responsible for resource stewardship; conducts resource planning, execution and evaluation

Responsible for management functions to include monitoring of workforce levels, performance evaluations, resolution of escalated issues and termination of employment

Responsible for becoming a subject matter expert in assigned areas within the care groupQualifications:

Multiple years as a Customer Care Manager, Customer Support Manager, Customer Service Manager, Operations Manager, Call Center Manager, Technical Support Manager, Project Manager/Director or related title in a sales-driven environment preferably in a call center setup

Experience analyzing and providing solutions around customer lifetime value (clv)

Project Management experience

Strong written and oral abilities

Strong analytical skills in financial and operational areas

Experience working with budgets and financial controls

Strong detail orientation and communication/listening skills

BS/BA degree required preferably in Business Administration, Management or other Business related degree

Willingness to travel on an as needed basis