What's The Role

 

The Director of Enterprise Care & Customer Experience with Liberty Caribbean leads the strategy, operations, and transformation of enterprise customer support within a telecom environment. This role ensures exceptional service delivery across voice, data, cloud, and managed services for small, medium, large business clients. The ideal candidate is a customer-centric leader with deep telecom expertise, operational rigor, and a passion for driving loyalty through proactive care and technical excellence.

 

What You'll Do

 

Strategic Leadership

• Develop and execute the enterprise care strategy aligned with telecom service offerings and client expectations.
• Lead cross-functional initiatives to improve service delivery across mobile, fixed-line, broadband, and ICT solutions.
• Collaborate with Sales, Delivery, and Product teams to ensure seamless post-sales support and service activation.

Operational Excellence

• Oversee day-to-day operations of enterprise care teams, including contact centers, account support, and escalation management.
• Establish and monitor KPIs for service quality, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Drive continuous improvement through process optimization, automation, and workforce enablement.

Customer Advocacy & Experience

• Serve as the voice of the customer within the organization, championing enterprise client needs and feedback.
• Develop frameworks for proactive care, including health checks, account reviews, and predictive support.
• Lead executive-level engagement with strategic accounts to ensure retention and growth.

Team Development & Culture

• Build and mentor a high-performing team of care leaders, support specialists, and customer success managers.
• Foster a culture of empathy, accountability, and innovation within the enterprise care organization.
• Promote diversity, inclusion, and psychological safety across all levels of the team.

What You'll Need

 

Skills & Abilities

• 10+ years in customer experience, enterprise support, or service delivery, with 5+ years in leadership roles.
• Bachelor’s degree in Business, Engineering, or related field; MBA or advanced degree preferred.
• Strong understanding of telecom infrastructure, OSS/BSS systems, service provisioning, and fault management.

Knowledge & Experience

• Proven success managing large-scale care operations and driving transformation initiatives.
• Strong understanding of enterprise client dynamics, SLAs, and support technologies (CRM, ticketing, AI chatbots).
• Experience with digital care models, omnichannel support, and self-service enablement.
• Strategic thinker with a bias for action and results
• Exceptional communication, stakeholder management, and strategic planning skills
• Passion for customer-centric innovation and operational excellence.