Telecom Operations Director

5 days ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €80,000 - €100,000
Job Title:

A seasoned customer service leader is required to spearhead our Customer Service team and redefine what world-class support entails in the mobile telecom industry.

The mission of this role is to elevate the customer experience, minimize churn, increase commercial value, and position us as a customer-centric telco leader.

Leadership & Strategy
  • Develop and implement a bold customer service vision that differentiates us in the mobile market.
  • Lead and inspire high-performing customer service teams, both in-house and outsourced, to achieve exceptional results.
  • Advocate for the customer's voice in all major decisions, ensuring their needs are represented and prioritized.
Operational Excellence
  • Drive excellence across all service channels; voice, chat, social, app, IVR, and online.
  • Own and optimize the entire post-sale customer journey, including activations, billing, tech support, and retention etc.
  • Deliver a superior customer experience enabling our service team to have cross-sell and upsell conversations with customers, increasing commercial value from every interaction.
  • Set and exceed aggressive KPIs including NPS, CSAT, AHT, FCR, and reduce complaints and customer effort while driving commercial value from each interaction.
  • Use analytics to uncover customer pain points, drive product/service improvements, and reduce contact volumes.
Technology & Innovation
  • Lead the adoption of AI, automation, and self-service tools to enhance efficiency and the digital customer experience.
  • Implement a proactive customer service strategy that ensures customers are informed of changes to their service that may require interaction with our experience centers.
  • Partner with our OmniChannel and Product Tribes to upgrade CRM, IVR, and ticketing systems in support of an next-gen customer experience.
Team Development
  • Build, develop, and empower strong customer service leadership and front-line teams.
  • Drive a performance culture through ongoing training, real-time coaching, and recognition.

The ideal candidate will possess:

  • Extensive experience in senior leadership and managerial roles, setting vision and direction.
  • Proven leadership and teamwork skills with the ability to develop and motivate a high-performance culture.
  • Possess a clear understanding of profitability and the management of P&L, OPEX, and strategic targets.
  • Commercially astute and able to lead customer experience-driven operations.
  • Exceptional interpersonal, networking, negotiation, influencing, and communication skills, with evidence of a proactive approach and credible outcomes.
  • Ability and passion to drive operational excellence, leading transformation to bring best-in-class service operations.
  • Confident in their ability to engage people from all over the business and at all levels to drive change.
  • Strategic awareness, ability to influence and input, and to shape both medium and longer-term strategy of the business.
  • A champion for customer experience, creating service improvements from customer feedback.
  • Excellent quantitative/business modelling, use of strategic frameworks, rigorous planner, and comfortable with strategic analyses.
  • Highly impactful individual with strong track record in developing partner strategies in a similar role in telecoms.
  • An experienced People Leader able to galvanize others behind a vision, set clear direction, and build a high-performing team.

  • Brand Director

    6 days ago

    Dublin, Dublin City, Ireland beBeeLeader Full time €90,000 - €120,000

    Dynamic Brand LeaderThis is a unique opportunity to drive strategic direction and commercial performance for a leading telecoms brand.Key Responsibilities:Manage the financial performance and own the commercial roadmapLead cross-functional teams to deliver digital experiences and innovative propositionsDrive momentum and inspire high-performing teams to...

  • Telecom Infrastructure Developer

    3 days ago

    Dublin, Dublin City, Ireland beBeeTelecom Full time €100,000 - €150,000

    Job Title: Telecom Operations EngineerWe are seeking a highly skilled telecom operations engineer to play a key role in delivering business applications that manage day-to-day operations for millions of companies worldwide.As a critical member of our AWS Solutions organization, you will be responsible for developing scalable and resilient systems while...

  • Dynamics Telecoms Expert

    2 days ago

    Dublin, Dublin City, Ireland beBeeProductivity Full time €95,000 - €115,000

    Telecoms Product ManagerWe're seeking a results-driven telecoms product manager to join our team.P&L Ownership: Manage financial performance, forecasts, and reporting to deliver sustained commercial success.Strategic Partnerships: Develop and deepen relationships with operators, aggregators, and enterprise partners to unlock new growth opportunities.Product...

  • Urgent: Telecoms Engineer

    4 weeks ago

    Dublin, Dublin City, Ireland Hitachi Vantara Corporation Full time

    Hitachi Energy, Grid Automation Division is a leading provider of communication systems, ensuring the highest standards of availability and security for both operational and administrative communication. We are seeking a Telecom Engineer to join our local team in Dublin, Ireland.The OpportunityThis role requires professional expertise in telecommunications....

  • Telecom Operations Engineer, Connect

    3 days ago

    Dublin, Dublin City, Ireland Amazon Full time

    As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations.We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology...

  • Telecom Operations Engineer, Connect

    3 days ago

    Dublin, Dublin City, Ireland Amazon Full time

    As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations.We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology...

  • Global Telecoms Core Network Leadership Opportunity

    3 days ago

    Dublin, Dublin City, Ireland beBeeTelecomsEngineering Full time €90,000 - €120,000

    Job Title: Telecoms Engineering Team LeaderWe are seeking an experienced and skilled Telecoms Engineering Team Leader to support the development and maintenance of our global telecoms core network.Provide leadership, mentorship, and day-to-day management for a small team of telecoms engineers.Oversee the delivery, Level 3 operations, and maintenance of the...

  • Telecom Operations Engineer, Connect

    2 weeks ago

    Dublin, Dublin City, Ireland Amazon Full time

    As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations.We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology...

  • Telecom Operations Engineer, Connect

    7 days ago

    Dublin, Dublin City, Ireland Amazon Full time

    As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations.We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology...

  • Senior Telecom Product Manager Position

    3 days ago

    Dublin, Dublin City, Ireland beBeeInnovator Full time €80,000 - €100,000

    Telecom Product Manager Job DescriptionWe're a dynamic, forward-thinking team working towards a more connected world.The energy of our team, the pace at which we operate, and the thrill of driving innovation is exhilarating and addictive.Magic happens when we power the connections that millions value, and you can feel it. When these things combine,...