Position Description: Clearwire's technology changes lives! If you are motivated by having a role where what you do each day directly influences the way people work and communicate, Clearwire may be the company for you.Clearwire, founded in October 2003 by telecom pioneer Craig O.

McCaw, is a provider of simple, fast, portable and reliable wireless high-speed Internet service.

Clearwire customers connect to the Internet using licensed spectrum, thus eliminating the confines of traditional cable or phone lines.

Headquartered in Kirkland, Wash., the company launched its first market in August 2004 and now offers service in 16 states across the US as well as in Europe.On May 7, 2008, Clearwire Corporation and Sprint Nextel Corporation entered into a definitive agreement to combine their next-generation wireless broadband businesses to form a new wireless communications company to expedite the deployment of the first nationwide mobile WiMAX network.

In conjunction with this agreement Intel Corporation (through Intel Capital); Google Inc.; Comcast Corporation; Time Warner Cable Inc; and Bright House Networks have collectively agreed to invest $3.

2 billion into the new company.

The Director, Wholesale Support Operations is responsible for managing the end-to-end support of the Wholesale customer lifecycle.

This includes defining the wholesale customer lifecycle, the desired customer experience at each touch point, and definition and implementation of measurements to evaluate how we well we are supporting at each phase of the lifecycle.

This role will also be responsible for driving the development of actions plans across the company and tracking progress on achieving the action plans to improve areas of concern, including direct responsibility for achieving the targets for key customer experience performance metrics (eg Churn, Customer Satisfaction, etc.). Additionally, this role will be responsible for the creation of a dedicated Wholesale Technical Support Group (WTSG) that is chartered with being the single point of issue resolution for all day-to-day operational support issues for our Wholesale Partners.

This includes the development and implementation of all processes, policies, and systems to support the WTSG and coordinating with Care on the day-to-day operation of the group, including staffing and budget.

Develop reporting that defines our ability to support our Wholesale customers via the WTSG and use the reporting to drive improvements in the support structure.

This position will be responsible for creating forums to review our performance with the wholesale partners and tracking and driving corrective actions to improve.

This will require frequent interaction with executives within Clearwire, the Wholesale Team and the Wholesale Partners.

This position will report to the Vice President of Wholesale Operations and will be responsible for managing a team of direct reports.

PRIMARY RESPONSIBILITIES:
Define the Wholesale customer experience lifecycle across all touch points and ensure processes, policies and tools support the desired customer experience are defined and implemented.


Develop mechanisms to measure the customer experience at all touch points to quantify our success in achieving the desired customer experience.


Create forums and mechanisms to define action plans and track progress to improve the customer experience and achieve key performance indicators.


Develop and implement the strategy to measure how well Clearwire is meeting our Wholesale Partner needs across the company (eg Wholesale Partner Satisfaction Survey).

Drive the development of improvement plans based on the feedback from the results of these measures and facilitate communication internally and to our Wholesale partners.


Define the strategies we will use to achieve our partners operational day-to-day support needs.


Establish the WTSG as the first line of day-to-day support for our wholesale customers to significantly improve first contact resolution by integrating support capabilities from Care, Network and IT.
Partner with Care in the establishment of the WTSG by driving the development of the process, policies, and tools that would be used by the WTSG.

Ensure that the budget, staffing, training, and hours of operation are defined to successfully operate the WTSG and track that they are executed against by Care.


Define the key performance metrics for the WTSG and create the mechanisms to measure our ability to achieve our stated performance goals.


Implement forums to review performance, identify issues, and create improvement plans both internally and with our wholesale partners.


Own the development of root cause assessments (RCA) for issues that are identified by the WTSG or by other customer touch point mechanisms, track implementation of the corrective actions, and communicate the corrective plans and improvements to the Wholesale partners.


Establish the organizational structure required to meet these responsibilities and hiring, training, and motivate the organization to achieve the defined success criteria.

QUALIFICATIONS:
10 - 15 years progressively responsible operational support experience in the wireless, internet or technology sectors; preferably in a wholesale business model.


Bachelor's degree required, MBA preferred.


Experience defining a Customer Lifecycle, defining what the desired customer experience is relative to the lifecycle, and driving organizations to achieve it.
Proficiency in developing customer experience/satisfaction surveys and experience with statistical modeling to drive analysis and actions to improve.


Demonstrated ability to create best in class day-to-day customer support models that exceed customer expectations.


Proven ability to develop, implementation, and achieve short and long-term Strategic plans
Demonstrated ability to manage internal and external customer relationships that result in mutual success thru frequent communication, prioritization of work efforts, and issues resolution.


Proven record of effective leadership, team development and change management in an extremely fast paced environment
Exceptional communications skills with the ability to interact regularly at the executive level both internally and externally.


Honed program management skills to deliver cross-functional team results

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