At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We're not just growing to build better internet experiences, we're also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

This role is anticipated to close on 02/02/2024.

Role Description

The Head of Service Excellence for GFiber is responsible for the development of an end-to-end service platform that drives differentiated service experiences across the customer's lifecycle. This position is responsible for the strategic vision and implementation of a next-gen service model across all customer touchpoints and channels. This role is instrumental to building an end-state OSS/BSS ecosystem to predict and inform customer interactions, leveraging data analytics and intelligence to support personalized treatments and customer-first decisioning. This role will drive improvements in network operations, digital engagement and in-home experience to deliver an unmatched quality of Internet service. This role will oversee the measurement of both proprietary and syndicated customer experience metrics to understand program impacts, identify areas for improvement and create a continuous loop of self-learning. This position will partner closely with Product, Customer Support, Marketing, Field Operations, Network Operations, and Engineering teams to evolve our service model, execute service initiatives, and introduce new platforms & capabilities.

• Define the long-term vision and roadmap for a next-gen service platform, integrating CRM, contact and communications channels, decision engines, and AI/ML to support customer interactions.
• Innovate, define and deliver differentiated, meaningful service experiences across the customer lifecycle, from discovery to acquisition to activation to daily use to retention.
• Support product & network operations teams to execute on a hardened Internet experience with a defined quality of service, while also working to leverage AI/ML for performance optimizations and self-healing.
• Assess and select vendors, technologies, platforms, and systems & tools to evolve and operationalize the service roadmap.
• Drive expansion of immersive digital platform as center of the customer experience.

• Bachelor degree in Business Management, Operations, or Strategy, or equivalent practical experience.
• 12 years in the telecom or cable industry, or similar industry experience.
• 7 years in service delivery / operations, or similar role experience.
• Experience in defining strategic and operational impact of customer journeys or interactions.

• MBA or similar advanced degree.
• 15 years in the telecom or cable industry in similar role or function.
• Experience driving change management across functional areas.
• Experience working with multifaceted customer journeys.
• Ability to facilitate collaboration with diverse groups & stakeholders across all levels, and managing third-party vendors.
• Experience with Machine Learning or Artificial Intelligence, using data science or data-driven decisioning in tech or operational settings.