VP of Customer Operations

April 3

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OXIO

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OXIO is a cloud-native, Telecom-as-a-Service platform that enables businesses to build, manage, and customize their own mobile networks without the complexity typically associated with telecommunications. Offering solutions for Mobile Virtual Network Operators (MVNOs), retailers, fintech companies, and more, OXIO empowers users to integrate real-time connectivity into their existing business processes while leveraging AI-powered insights for enhanced customer engagement. The platform's API-first approach facilitates rapid innovation, allowing companies to launch unique plans and services across multiple networks globally.

mobile data • telecom • connectivity • IoT • business intelligence

51 - 200 employees

Founded 2018

📡 Telecommunications

💳 Fintech

☁️ SaaS

📋 Description

• As the VP of Customer Operations will be responsible for all aspects of the success and overall satisfaction of our Clients/Customers. • Leading an internal and external team of Customer Service representatives and partners. • Leading a team of NOC specialists supporting internal teams and external clients/customers. • A team of Customer Success Managers who manage clients in North America and Europe to ensure client satisfaction and serve as the client advocate within OXIO to fulfill all their operational needs. • Create and evolve BPO model strategy and processes. • Lead External BPO partners to ensure performance metrics are being met. • Build a scalable support operations to support clients across the globe. • Establish a training curriculum for agent support. • Create and evolve NOC model strategy and processes. • Lead a team of NOC specialists to support internal teams and eternal clients, customers and partners. • Lead a team of CSM responsible for client satisfaction and well-being. • Create and maintain a client NPS process to ensure clients are being properly served. • Create a client performance strategy to ensure KPI’s and volume commitments are being achieved. • Establish QBR process with all Clients. • Evaluate and implement new tools and technologies (e.g. CRM enhancements) to support the Client Operations team. • Lead prioritization of Client enhancements based on improvement impact. • Oversee and continuously improve Client Operations processes, including but not limited to BrandVNO, account subscriber growth, and operational documentation. • Continuously evaluate the Client organization performance to identify issues, evaluate potential risks and work with teams on solutions. • Ensure regulatory compliance: all Client Operations activities must comply with relevant regulations and policies across different countries. • Work with our Data and Intelligence teams designing our Business Intelligence product’s pricing strategy. • Bi-Weekly update to Executive leadership on Client account health and performance. • Build strategy to drive continuous Client growth in subscribers and revenue.

🎯 Requirements

• Bachelors or Master’s degree • 20+ years of Telecom Experience • Excellent verbal and written communication skills • Exceptional attention to detail and the ability and organizational skills • Advanced Excel / Google Spreadsheets skills • Process-oriented individual with strong analytical and problem-solving skills • Strong ability to effectively document, improve, follow and enforce new processes that involve many teams within the organization

🏖️ Benefits

• Competitive salary and stock option incentive program • Company paid healthcare • Flexible work arrangements • Company sponsored team-lunches and company retreats • International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup • A diverse and inclusive team. • We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics.