Allied Minds

  • Federated Wireless - VP of Customer Operations

    Job Locations US-VA-Arlington
    Posted Date 1 month ago(3/12/2018 1:18 PM)
    Job ID
    Federated Wireless
    # of Openings
    Customer Service/Support
  • Overview

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    The VP of Customer Operations position will have overall strategic and operational responsibility for all program areas to support major accounts.  As a key member of the senior leadership team, the VP, Customer Operations will obsessively focus on key client requirements and deliver programs on time, within budget, and within scope to meet their expectations.  This individual will also be responsible for customers’ platform operations, performance, technology introduction, trials, overall program management and customer life cycle management. 


    Technical Customer Operations:

    Leveraging technology to deliver new innovative industry changing customer experience is the corner stone of this position.


    Federated Wireless’ Spectrum Controller, which delivers software-defined spectrum through a cloud-based Spectrum Access System (SAS), protects Federal incumbents with a redundant network of Environmental Sensing Capability (ESC) sensors, and provides a robust set of lifecycle management tools with real-time visibility for optimizing and monetizing Citizens Broadband Radio Services. The company has a large ecosystem of preintegrated CBRS partners to reduce integration and interoperability testing and speed time-to-market.


    Federated Wireless customers are highly advanced Service Providers that span the globe and require continual access to their platforms and tools on a 24x7 basis. We are looking for a senior leader within the SaaS industry, with engineering, operational, and people management experience to lead the development and operations of Federated Wireless customer experience.


    • Create industry leading customer engagement framework, including the development of systems, processes, best practices, and talent acquisition to provide consistent results for major accounts.
    • Develop a technology driven set of capabilities to achieve the automated detection, resolution and analytics of customer platform experience as well as customer engagement and program management.
    • To enable rapid launches of customer trials, applications and products, you will partner with various product and business unit leadership teams to pave the way for efficient scaling of the infrastructure while ensuring user services are met in a timely manner within service level KPIs.
    • Help in formulation of customer service policies, managing prioritization for product development, and establishing strategic plans to meet financial metrics.
    • Actively develop and grow the team at technology and operational levels through recruiting, mentoring, coaching, educational opportunities, training, and talent retention.


    • 10 years experience in the technical development and operational excellence of enterprise class SaaS platforms managing a team of 20 or more technical professionals.
    • Strong customer engagement experience and ability to interact with major accounts at a strategic executive level.
    • Ability to drive the issues at the strategic level as well as the detailed operational level as needed


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