Vice President, Customer Operations – Itapecerica da Serra

What´s the role?

The Vice President of Operations will lead and oversee the operational functions of the company, including Customer/User Experience (UX) & User Interface (UI) Design, Customer Care, Billing Operations, Credit & Collections, Fraud Management, and Installations. This role is pivotal in ensuring that our operational strategies align with business goals while enhancing customer satisfaction and driving operational efficiency. The VP will collaborate with cross-functional teams to implement innovative solutions that address customer needs and operational challenges.

How can you add value?

• Establishes and monitors clearly defined key performance indicators (productivity, quality, service rates, etc.) for all Operations areas to support elite customer service.
• Develops and maintains strategic partnerships with multi-functional organizations to ensure efficient implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.
• Develop and oversee the execution of enterprise-wide strategies for customer experience (CX), user experience (UX), and user interface (UI) that drive customer engagement and loyalty.
• Champion the integration of advanced user research and usability testing into strategic planning, ensuring that customer insights inform high-level design decisions.
• Lead all aspects of customer care operations, setting strategic priorities that ensure exceptional service delivery and alignment with company goals.
• Drive the adoption of innovative technologies and automated solutions to enhance operational efficiency and customer satisfaction.
• Establishes policies and guidelines for operational excellence and regulatory compliance including local, state and federal markets.
• Direct billing operations at a strategic level to ensure compliance with regulations and company policies, while enhancing billing accuracy and integrity.
• Provide executive oversight in the formulation and execution of comprehensive credit policies that not only mitigate financial risk but also optimize the effectiveness of collection processes across the organization.
• Leads by example in building an environment that encourages open communication, sharing ideas and standard methodologies and building strong multi-functional relationships.
• Drive the development and execution of organization-wide collections strategies, ensuring timely and effective management of overdue accounts while maintaining strong, positive relationships with customers.
• Creates strategies to sustain business goals and adequate KPIs related to churn, revenue, NPS, ARPU, cost, debt, among others
• Creates strategies to achieve business goals such as; limiting expenses, adding subscribers and developing a skilled, motivated, satisfied and diverse workforce.
• Leads the finances of the Operations team, including operating expenses, capital budget, forecasting, and critical planning for the department.
• Provide executive oversight in fraud detection and prevention strategies that protect company assets and customer data on an enterprise scale, specific but not limited to subscription and roaming fraud.
• Foster strategic relationships with third-party contractors to ensure high-quality service delivery and adherence to timelines.
• Develop strategic plans to enhance installation processes and overall customer satisfaction.
• Conduct regular operational reviews to assess performance against targets and adjust strategies as necessary.
• Promote a culture of continuous improvement, encouraging team members to propose innovative solutions and enhancements to processes.
• Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

What do you need?Education and/or Experience:

Master’s degree in Business Administration, Operations Management, or a related field.

At least 10-15 years of experience in operations management, preferably within the telecommunications or technology sector.

Proven track record of leading large teams and managing multi-functional operational areas.

Experience with UX/UI design principles and customer care methodologies.

Other Qualifications:

• Fully Bilingual (Spanish and English).
• Strong strategic thinking and analytical skills.
• Exceptional leadership and team-building abilities.
• Experience in project management and operational excellence frameworks.
• Deep understanding of industry trends, technologies, and regulatory compliance.
• Able to multitask and perform in a dynamic and changing environment.
• Dedication to working with shared leadership and in cross-functional teams.
• Excellent judgment and creative analytical skills including negotiation and conflict resolution skills.
• Proficient in Microsoft Office (Word, Excel, Power Point).
• Ability to manage multiple and sophisticated priorities within demanding timeframes.
• Outstanding verbal, written and interpersonal skills.
• Outstanding written, analytical and presentation skills. 

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Assessment, background check and drug test will be required to successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.