Group Vice President, Customer Care

Position: Group Vice President, Customer Care

Who we are:

Since 1995, Mediacom Communications has grown to become the 5th largest cable operator in the United States and a leading gigabit broadband provider to smaller markets. With a team of over 3,900 dedicated professionals, we are committed to bridging the digital divide between America's major cities and its smaller regions. Our fiber-rich network allows us to deliver high-speed data, video, phone, and mobile services to over 3 million households and businesses across 22 states.

At Mediacom, we are passionate about growth and innovation. We offer faster, more reliable internet service, expanded digital and HD TV choices, and advanced home security and phone solutions. As we continue to expand, we strive to remain at the forefront of delivering cutting-edge entertainment, communications, and internet products. This year, we proudly launched our new mobile phone network, further enhancing our commitment to providing innovative and comprehensive services.

To achieve this, Mediacom Communications seeks talented professionals to partner with us to meet these challenges and realize what we can imagine. Take the next step toward a dynamic and rewarding career with Mediacom Communications. Learn more about us at

Position Overview:

The Group Vice President of Customer Care is responsible for the strategy, leadership, and operational performance of the company’s end-to-end customer care organization across all queues, channels, customer segments, and service environments. This executive will lead a high-volume, omnichannel customer care operation supporting telecommunications customers throughout the customer lifecycle.

The GVP of Customer Care will establish and execute a customer-centric operating strategy that balances customer experience, employee experience, operational efficiency, revenue protection, and cost management. This leader will oversee voice, digital, chat, email, messaging, social, escalations, retention, technical support, billing, sales/service, and other customer-facing queues as applicable.

The successful candidate will be a transformational operator who can scale complex contact-center operations, leverage data and technology to improve performance, and build a culture focused on accountability, customer loyalty, and continuous improvement.

Position Responsibilities:

Customer Care Strategy & Leadership

• Develop and execute the enterprise customer care strategy aligned with corporate objectives and customer experience goals.
• Provide executive leadership across all customer care queues, channels, geographies, and customer segments.
• Establish a consistent operating model, service standards, and performance expectations across the organization.
• Serve as the senior executive advocate for the customer, bringing customer insights and operational trends to the executive leadership team.
• Develop and execute a multi-year roadmap for transforming customer care through people, process, technology, automation, and AI.

• Build an organization capable of delivering exceptional experiences while operating at scale and within financial targets.

Contact Center & Queue Operations

• Oversee end-to-end performance across all customer care queues, including:
  • General customer service
  • Billing and payments
  • Technical support
  • Sales and service
  • Retention and loyalty
  • Escalations
  • New customer onboarding
  • Outage/service-related support
  • Digital, chat, messaging, email, and social channels
  • Specialized and high-value customer segments
• Ensure appropriate staffing, scheduling, forecasting, routing, and capacity planning across all queues.
• Drive improvements in service level, speed to answer, average handle time, first-contact resolution, abandonment, backlog, occupancy, and customer satisfaction.
• Establish governance to identify and address performance gaps quickly and consistently.
• Ensure seamless handoffs between customer care, network operations, technical teams, billing, sales, field operations, and other business functions.

Customer Experience

• Establish a differentiated customer experience strategy designed to increase satisfaction, loyalty, retention, and lifetime customer value.
• Use Voice of the Customer data, customer feedback, complaints, call drivers, and journey analytics to identify improvement opportunities.
• Reduce customer effort and eliminate unnecessary contacts through process redesign and proactive communications.
• Lead initiatives to improve first-contact resolution and reduce repeat contacts and transfers.
• Develop escalation-management strategies for high-impact and high-value customer issues.
• Partner with product, technology, network, and operations leaders to resolve systemic customer pain points.

Operational Excellence & Continuous Improvement

• Establish a culture of continuous improvement using Lean, Six Sigma, journey management, or other operational excellence methodologies.
• Identify opportunities to simplify processes, eliminate waste, reduce contacts, and improve productivity.
• Implement performance-management systems that provide clear accountability at every level.
• Develop and maintain executive dashboards and operating reviews focused on key customer and business outcomes.
• Leverage analytics to identify root causes of poor performance and prioritize corrective actions.

Workforce Management & Financial Performance

• Own customer care operating expenses and ensure performance against annual and long-term financial plans.
• Partner with Workforce Management to develop accurate volume forecasts, staffing models, schedules, and capacity plans.
• Optimize internal and outsourced/partner contact-center resources.
• Balance staffing and service levels with cost, productivity, and customer experience requirements.
• Develop business cases and ROI models for technology, automation, staffing, and operational investments.

Technology, Automation & AI

• Lead the strategic adoption of contact-center technologies, automation, AI, analytics, and digital self-service.
• Expand intelligent self-service and automation while maintaining appropriate human support for complex or sensitive interactions.
• Leverage AI-enabled agent assist, conversational AI, quality monitoring, knowledge management, predictive analytics, and workflow automation.
• Partner with Technology and Digital teams to modernize the customer care technology ecosystem.
• Ensure technology investments improve both customer and employee experiences and generate measurable business value.

People & Culture

• Lead, develop, and retain a high-performing customer care leadership team.
• Establish a culture centered on customer obsession, accountability, inclusion, operational discipline, and continuous improvement.
• Develop succession plans and leadership pipelines throughout the organization.
• Improve employee engagement, frontline enablement, training, coaching, and career development.
• Ensure frontline employees have the tools, knowledge, authority, and support necessary to resolve customer issues effectively.
• Champion change management during major technology, process, organizational, or business transformations.

Quality, Compliance & Risk

• Establish enterprise standards for quality assurance, customer interactions, regulatory compliance, and operational controls.
• Ensure adherence to telecommunications regulations, consumer-protection requirements, privacy standards, and company policies.
• Partner with Legal, Compliance, Risk, and Regulatory teams to mitigate customer-care risks.
• Maintain effective controls for sensitive customer information, authentication, payments, and account security.
• Monitor complaint trends and regulatory inquiries and ensure timely resolution.

Cross-Functional Partnership

• Partner closely with Network Operations, IT, Digital, Product, Sales, Marketing, Finance, HR, Legal, Compliance, and Field Operations.
• Translate customer-care insights into actionable recommendations for the broader business.
• Establish executive-level governance for significant customer-impacting issues, outages, launches, and business changes.
• Influence enterprise decisions to ensure customer-care impacts are understood and appropriately addressed.

Qualifications

• Bachelor’s degree in Business, Operations, Communications, or a related field; MBA or advanced degree preferred.
• 12+ years of progressive leadership experience in customer care, contact centers, telecommunications, consumer services, or a similarly complex high-volume environment.
• 7+ years of experience leading large-scale customer operations, preferably across multiple channels and locations.
• Demonstrated experience managing large organizations with multiple customer-care queues and significant operational complexity.
• Proven success improving customer experience while simultaneously delivering productivity, efficiency, and financial results.
• Strong understanding of telecommunications customer journeys, including billing, technical support, service issues, retention, sales/service, and network-related customer contacts.
• Experience with workforce management, contact-center technology, quality management, analytics, and performance optimization.
• Demonstrated success leading digital transformation, automation, AI, or other technology-enabled customer-care initiatives.
• Strong financial and business acumen, including ownership of significant operating budgets.
• Exceptional executive communication, influencing, and change-management skills.
• Experience managing internal and outsourced/third-party customer-care operations preferred.

Leadership Competencies

The ideal candidate demonstrates:

• Customer Obsession — Relentlessly advocates for the customer and translates customer insights into business action.
• Operational Excellence — Creates disciplined, scalable operations with clear accountability and measurable outcomes.
• Strategic Thinking — Connects customer-care strategy to enterprise growth, profitability, and long-term customer value.
• Transformation Leadership — Successfully leads organizations through technology, process, and operating-model change.
• Data-Driven Decision Making — Uses analytics and business intelligence to identify opportunities and drive results.
• People Leadership — Builds strong leadership teams and develops high-performing frontline organizations.
• Executive Presence — Communicates effectively with senior executives, boards, regulators, partners, and other stakeholders.
• Collaboration & Influence — Breaks down organizational silos and drives enterprise-wide solutions.
• Resilience & Agility — Performs effectively in a high-volume, rapidly changing telecommunications environment.

Disclaimer: The salary range for this position is $170,000.00 - $270,000.00. When making a job offer, we consider several factors in our determination, such as years of related work experience; relevant skills and qualifications; education level; and certifications/licenses.

Company Benefits:

At Mediacom, we believe that your success is our success, providing you the Power to Succeed in your career. That's why we offer a comprehensive benefits package designed to support and enhance both your personal and professional life. You'll find many advantages to joining the Mediacom team such as:

• Comprehensive Health Coverage: Including health, vision, and dental insurance to keep you and your family healthy.
• Education Enrichment: Up to $5,000 per year for professional development and educational advancement.
• 401(k) Retirement Plan: With a generous company match to help you plan for your future.
• Paid Time Off: Including vacation, holidays, and flexible paid time off to ensure work-life balance.
• Employee Discounts: Enjoy discounts on Mediacom services where available or receive a reimbursement for internet/cable services in areas where Mediacom isn’t offered.
• Ongoing Training and Professional Development: To help you grow in your career and achieve your professional goals.
• And Much More: Additional benefits and perks!

Join the Mediacom team and experience how we’re committed to your career growth and overall well-being.

Our Awards: Mediacom is proud to have received the following recognitions: 2024, 2023, 2022, and 2021 Best Managed Companies, 2019 Best Company for Women to Work, 2017 Best Company for People of Color and Women to Work, Content & Connectivity Human Resources (C2HR)’s 2021 Social Impact Award.

Who you are matters here:

Mediacom Communications Corporation is an Equal Opportunity/Affirmative Action Employer. We are committed to Equal Employment Opportunity (EEO) for all employees and applicants for employment. Mediacom Communications Corporation prohibits discrimination and harassment based on race, national origin, religion, age, color, sex, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. These protections extend to all employment policies, practices, and actions, including, but not limited to, recruitment and hiring; job assignments; performance management; rewards; promotions; training and development; reassignments; discipline; and separations.