**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. **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. **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.