Senior Director, Cloud Support Engineering

Cloud Support is about much more than resolving issues promptly — it’s also about ensuring our customers derive maximum value from their cloud solutions. We’re looking for someone who deeply believes that even the smallest interaction can lead to extraordinary improvement in a customer’s overall experience.

At RapidScale, part of the Cox family of businesses, we’re hiring a Senior Director to oversee our Cloud Support group. In this role, you’ll lead existing customer care teams while building a team to deliver the future of customer success. 

If you’re someone who’s maniacal about continuously improving customer experience and driving incredible outcomes, we want to hear from you.

What’s In It for You? 

Here’s a sneak peek at the benefits you could experience as a Cox employee:

• A competitive salary and top-notch bonus/incentive plans. 
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules. 
• Comprehensive healthcare, with multiple options for individuals and families. 
• Generous 401(k) retirement plans with up to 8% company match. 
• Professional development and continuing education opportunities. 

• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance. 
• Extra perks like pet insurance, employee discounts and much more.

Check out all our benefits. 

What You’ll Do 

Simply put, you’ll own and architect the delivery of exceptional cloud support throughout a customer’s relationship with us. Here’s how you’ll make an impact:

• Oversee and own outcomes of all customer engagement and issue resolution, ensuring that issues are addressed professionally, quickly, and sustainably as we continue to scale our business  
• Work with executive leadership to develop, direct, and drive key business strategies that provide the highest level of improvement to customer service delivery, while maintaining stringent quality standards for all staff members 
• Contribute thought leadership for directors, managers, supervisors, and agents to ensure that best practices and current trends alike are captured in processes 
• Define and monitor key Customer Care quality metrics to identify critical, systemic, and other significant issues with potential business impact
• Identify and drive resolution of critical and complex business, functional, and operational issues that may impact customer experience
• Develop and execute an on-/near-/offshore strategy to scale the team for explosive growth 

Who You Are 

You’re an empathetic leader who knows how to effectively, firmly and gracefully drive change. Here's more on what you bring to the table:

Minimum:

• Bachelor’s degree in a related discipline and 12 years’ experience in a related field. The right candidate could also have a different combination, such as a master's degree and 10 years’ experience; a Ph.D. and 7 years’ experience in a related field; or 16 years’ experience in a related field.
• 7 to 10 years of executive experience (Director ) leading customer contact centers
• Proven skill architecting and executing a clear vision that inspires your teams and promotes buy-in 
• Experience developing and supporting teams and leaders and building a sense of ownership over successes and misses alike 
• Experience leading large teams of 80
• Prior experience integrating a supplemental staffing model that included near- and offshore resourcing 
• Experience scaling customer operations to support both business growth and shifting market demands 
• Demonstrable record of best-in-class customer satisfaction metrics and retention
• Exceptional discernment regarding both escalation management and incident resolution paired with a relentless sense of urgency
• Exceptional skill communicating customer issues in a meaningful way to both technical and business audiences of varying degrees of seniority 
• Experience leading globally distributed teams
• At least 5 years’ Director -level experience in a high-growth technology organization  
• A background in professional services, managed services, or IT management
• Knowledge of the cloud technology industry’s business models and core processes
• Strong data analytics skills, including the ability to both predict and trend outcomes
• Willingness to travel up to 50% initially for stakeholder and client relationship-building