Head of Care - Retail Wireless

Department Summary

At Boost Mobile, we are redefining how mobile should be by providing customers with a refreshingly simple and transparent mobile plan on a cutting edge network. 

Our teams reimagine connectivity through new platforms, new business models and new ways of thinking. Today, we’re building a multi-brand wireless telco alongside DISH and its first-of-a-kind network to upend the retail market and deliver groundbreaking new experiences for all.

Together, we’ll draw on our legacies of disruption to change the way the world communicates.

Job Duties and Responsibilities

We are seeking a highly motivated and experienced individual to join our team as the Head of Care. As the Head of Care, you will play a crucial leadership role, collaborating with cross-functional teams and building strong relationships with the shared services care organization (CXO). You will be responsible for driving strategy, representing the brand, and ensuring exceptional care experiences for our customers. This position reports into the business unit/brand and works closely with the CXO to achieve desired results.

• Strategy Development and Representation:

• Develop and execute the care strategy for Boost Infinite, aligning it with the overall business goals

• Act as a leader and collaborator, building relationships with CXO and influencing key stakeholders to ensure the successful implementation of the care strategy

• Advocate for necessary tool enhancements and improvements to support the delivery of exceptional care experiences

• Activation Rate Accountability:

• Take primary accountability for the activation rate of orders placed through various sales channels

• Collaborate with the call center teams to provide necessary guidance and support, ensuring a smooth and efficient activation process

• Drive activation assistance initiatives through support agents to improve activation rates

• Cost-Effective Care Operations:

• Collaborate with the CXO to optimize care operations, ensuring cost-effectiveness while meeting budget goals.

• Identify opportunities to streamline processes, improve productivity, and reduce operational costs without compromising the quality of customer care.

• Team Leadership and Development:

• Lead and inspire a team of care professionals, fostering a culture of excellence, accountability, and continuous improvement.

• Provide guidance, coaching, and development opportunities to team members, empowering them to deliver exceptional customer service.

Skills, Experience and Requirements

• Bachelor's degree in a relevant field and 8+ years of practical experience.
• Proven experience in a leadership role within the customer care domain, preferably in the telecommunications industry.
• Strong understanding of call center operations, customer service principles, and best practices.
• Demonstrated ability to develop and execute effective care strategies, build relationships with CXO, and influence executives to achieve desired results.
• Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Proven track record of achieving and exceeding activation rate targets.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior stakeholders.
• Experience in advocating for tool enhancements and improvements to support care operations.
• Ability to adapt to a fast-paced, dynamic environment and prioritize tasks effectively.

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Salary Range

Compensation: $127,https://050.00/Year - $181,https://500.00/Year
Compensation and Benefits

We also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.   

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.