Senior Director, Customer Service Recovery and Social Media

Frontier Communications


Senior Director, Customer Service Recovery and Social Media

Frontier Communications


  • This role is a senior leadership role with C-Suite visibility and accountability for the executive leadership’s team goals of delivering an amazing experience for Frontier customers
  • Leading with customer stories, armed with facts and data, you will drive real change to reduce our customers’ effort at every step of their journey
  • Build a highly functioning and performing Escalations team focusing on superior handling of customer issues across a 24x7 response team.

    You will develop the current Escalations and Social Media teams into a high-performing Service Recovery function
  • Develop and execute an approach to social media customer support that is reflective of our brand personality and consistent with our commitment to creating an amazing experience for our customers
  • Monitor and report on digital trends, identifying opportunities to improve Social Care and making strategic recommendations to maximize our impact
  • In addition to the management of escalations from customers, this leader will also create and implement a scalable process that enables root cause identification and permanent elimination of defects
  • This role is accountable for reviewing, enhancing, and building out an improved escalation and complaint mechanism across the company
  • Develop clear insights, backed with data to present and implement solutions at scale to eliminate the defects that drive escalations
  • Provide regular updates to the CEO and Executive Leadership team
  • Coach and develop team members to write and own escalation write-ups with clear root cause definition
  • Be a role model across Frontier, coaching and developing others to deliver excellence in researching and identifying the root cause of customer issues
  • Partner with critical stakeholders such as Product, Network, IT, Legal/Regulatory and others to develop key customer solutions and influence prioritization
  • Partner with Customer Care Training and Leadership to support Customer Quality Programs to foster a culture of innovation that helps create world-class end-to-end customer experiences
  • Partner with Communications to enhance our company reputation and communicate our purpose and beliefs in social media messaging


  • Ability to think much bigger than the problem at hand and have deep experience in solving the most complex customer problems
  • The ideal candidate will be an independent and curious thinker who can make convincing, information-based arguments and will never stop learning about their…

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