Job description

This is a remote position that could be based anywhere in the United States or Canada.

Calix is looking for a passionate, motivated, and inspiring leader as the Director of Escalation Support Services responsible for building, evolving, and flawlessly operating a world class escalation support team across all Calix platforms. Professional leader, coaching and developing multiple managers for each support technology line of business. Responsible for global escalation support coverage with resources across the globe, at senior/subject matter expert technical engineering skill levels. As the leader of this team, you will be responsible for the personnel, finances, business investments and decisions to ensuring that the 24x7 delivery of escalation support addresses the most critical field issues. Will be a key voice collaborating internally with our product and sales teams, and externally for our customers on all critical technical field issues.

This role will require superb communication and influence skills (both internally and externally). Must have the ability to plan for growth of team as additional business needs and processes are identified, dynamic decision-making skills centered on data analytics and relationship skills to drive result and improvements cross-functionally within Calix on behalf of lessons learned from the field. This role requires delivering results through leadership, influence, technical and business acumen. You will also be required to collaborate with cross functional stakeholders as a key leader of the support services organization, represent support services during escalated customer-facing calls regarding personnel, process, and product issues. You and your team must be able to uphold world class support expectations on behalf of our customers, while driving for expedited technical resolutions.

Your team plays the critical role in ensuring that customers receive responsive, reliable, and world-class technical support on customer field defects. To do this successfully, you must be able to design, drive and track a data driven model that monitors staffing, throughput, backlog, responsiveness, and resolution times. The continuous analysis of this data should be shared with products teams to optimize an efficient and collaborative partnership. Must be able to design new cross functional process and communication plans and willing to evolve them rapidly, focused on continuous improvement.

Responsibilities and Duties:
Responsible for resource modeling, coverage, and growth planning for Escalation Support Services.
Ability to consistently maintain stability across workforce and anticipate both growth and attrition scenarios across various technical skillsets.
Lead leaders who ensure each functional team is providing world class escalation support solutions in a timely fashion by achieving metric deliverables of the following key objectives for cases that result in a customer found defect (CFD) or Early Adopter products (EAP):
Support Effectiveness Scores (CSAT).
Agent Satisfaction Scores.
Internal Escalation Service Level Objectives.
Case backlog management.
Proactive Support engagements.
Transparently and proactively engaging with sales account and escalation teams of potential customer dissatisfaction issues by monitoring high impact cases and prolonged lifecycle cases. Your team will be responsible for owning and driving account escalations (from sales, success, other internal cross functional teams) that pertain to service delivery, process, and personnel issues.
Work with internal stakeholders cross-functionally to continuously improve process and data regarding how and why customers require support, and how to take that information to optimize the customer experience.
Engage with dissatisfied customers to gather feedback on any concerns to improve their engagement with the support team. Requires a leader who is relentlessly customer-focused, an exemplary collaborator, who understands the high value of their personnel and team’s necessary contribution to enable our customer’s success.
Develops the performance of escalation support leaders to ensure team members are quickly identifying customer found defects, working with development teams to communicate to broader audience (internally and externally).
Avoiding preventable attrition through coaching and transparency.
Ability to lead through executive level technical customer issues and comfortably address and manage customer objections consistently and effectively.
Demonstrate cross-functional collaboration to provide feedback, develop processes, measurements and accountability leading to increased customer satisfaction.
Documents processes and objectives to improve efficiency and deliverables of the team.
Represent Support Services with integrity, urgency, and humility to enable our customer’s success.

Qualifications:
Calix requires all employees based in North America who will work onsite at a Calix office, attend in-person meetings, and/or travel on behalf of Calix to be fully vaccinated. Calix will consider requests for reasonable accommodations as required under applicable law.
10+ years of experience as a Director or equivalent customer engagement role with understanding of networks and SaaS technologies.
Strong oral and written communication skills under pressure
Experience in leading support operations and consistently achieving deliverables.
Leads, manages, and prioritizes work mostly autonomously, under duress.
Effective and consistent when providing strong customer facing demeanor and leadership
Leads team with humility with proven success communicating with dissatisfied customers
Proactively identifies opportunities in a rapidly changing environment.
Proven ability to provide clear context, urgency, and solution to prevent customer dissatisfaction.

Location:
Remote-based position located in the United States.

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