As an industry leader and Software-as-a-Service provider our mission at 8x8, Inc. NYSE : EGHT is to transform the future of business communications.
The 8x8 Open Communications Platform (TM) uniquely brings together Voice, Video, Collaboration, Contact Center, and enterprise-class API solutions, helping businesses across the globe transform their customer and employee experience, and empowering workforces worldwide to work smarter.
For additional information, visit , or follow 8x8 on LinkedIn, Twitter and Facebook.About 8x8Our Cloud Unified Communications and Contact Centre solutions have become critical to businesses across the globe.
8x8 combines unified communications, team collaboration, contact center, and analytics in a single, open, and real-time platform to help companies improve employee productivity and overall customer experience.
About the RoleWe are looking for a Director to join us as we transform, optimise, and build a customer number porting Centre of Excellence.
Reporting to our VP of Technical support & services, this person would lead a global team of porting colleagues, some of whom will be regionally based.
The role has absolute responsibility for the COE and most importantly the quality of the customer experience. This person will be responsible for transforming the existing LNP process and building a world-class enterprise team to staff our Centre of Excellence.
Who will, in turn, provide an exceptional, and industry-leading experience to our customers, partners, and internal colleagues.
As Senior Director, Global Number Porting Centre of Excellence, not only will you lead a diverse team, but also work closely with other stakeholders for the larger success of 8x8.
The COE will operate 24 x7 and deliver a consistent and continually improving service.
This leader will be responsible for managing our global number porting organization and being part of our global leadership team.
They will manage and lead the team to develop and define strategies that, continually improve, to deliver an exceptional customer service, which is built to last
Think strategically, as well as tactically, and to exercise sound judgement in priority / goal setting, driving new efficiencies is key
The leader of the organization must manage teams in multiple geographies with a laser focus on our COE being a single source of demonstrable, and consistent high quality and the main locations for staffing, the operation will run 24x7
Drive global initiatives, working processes and documentation that yield measurable results and positively impacts both the business and its customers
Deliver continuous improvement by leveraging process improvements, technological scale, automation where benefits can be proven and relentless accountability
Collaborate with cross-functional stakeholders to improve business process and the customer experience
Establish metrics and measurement that provide clear quantitative insights
Attract and retain customer first cultured focused talent within the 8x8 business to meet these high standards
Several years of experience in managing, maintaining, and building a technical and customer-facing team across locations, with deep people management skills, and full commercial awareness.
This must have been gained in a telecommunication, number porting environment, you may well have worked for a carrier or SaaS voice provider in the past
You must demonstrate a current understanding of the regulations and legislation where numbers are ported in multiple regions and should also bring with you a very thorough understanding of what might change in this sector
Experience and comfort working in a highly matrixed environment that requires influencing and driving results across the organization
Experience in managing critical customer issues and accountable for the end-to-end escalation process, taking personal responsibility to ensure escalation and closure, dealing with causes, and not just the symptom
Technical aptitude to understand, explain and drive technical issues and descriptions, although the focus will be on consistent customer experience and efficient process driven number porting
A builder who can effectively lead a transformation across people, process, and technology
Strong customer-facing skills, including managing business-critical escalations, educating and guiding the customer through complex processes
Demonstrated prior telecommunication carrier relationship management success
A working technical knowledge of the legacy PSTN infrastructure in the US, Europe the UK and AU
Existing working relationships within our network of carriers is a benefit
Working at 8x8 :
Industry-leading, award-winning technology and recognized on two Gartner Magic Quadrants
Inclusive, supportive and collaborative culture yet with a winning mentality
Encouragement and environment to make a difference
Fun check out our Instagram posts in the UK, Romania and the US, the smiles are real
Deep passion for doing the best for our customers,