Job Information
Liberty Latin America Director, Enterprise Care & Customer Experience in Trinidad and Tobago
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.