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What´s the role?

As Director, B2B Customer Care, you will be responsible for leading and coordinating the daily operations of the Customer Care team while also contributing to the design and execution of service strategies that enhance the client experience for our B2B segment. This role balances operational excellence with strategic initiatives to strengthen client relationships, improve service models, and align customer care delivery with overall business goals.

How can you add value?

+ Oversee customer care operations across technical support, billing, collections, and client retention to ensure timely, effective, and high-quality service delivery.

+ Provide strong leadership that motivates, develops, and guides team members to deliver measurable results and superior experiences for B2B clients.

+ Manage departmental budget and resources to achieve operational efficiency and business objectives.

+ Contribute to the development of customer care strategies by providing insights on client needs, service trends, and operational challenges.

+ Partner with senior leadership to design and implement customer experience initiatives that drive satisfaction, retention, and revenue growth.

+ Deliver results against defined objectives including SLA compliance, client satisfaction, productivity, and financial performance.

+ Develop and monitor programs that foster continuous improvement and support service excellence, both internally and through outsourced providers.

+ Track, analyze, and present performance metrics to identify trends, risks, and opportunities, recommending strategic adjustments where needed.

+ Oversee workforce planning and forecasting to ensure adequate staffing levels and optimal resource allocation.

+ Supervise and coach direct reports, setting clear performance goals and ensuring accountability.

+ Drive service quality standards and ensure alignment with the company’s customer-first philosophy and B2B service expectations.

+ Collaborate with internal departments to resolve escalated client issues, improve cross-functional processes, and enhance the end-to-end customer experience.

+ Lead the evaluation and implementation of new technologies and tools to improve service models and client engagement.

+ Identify and execute initiatives to strengthen relationships with key accounts, ensuring alignment with clients’ business priorities and long-term needs.

+ Support the design of customer satisfaction and retention campaigns, ensuring they are aligned with strategic objectives for the B2B market.

+ Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies, and procedures, including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.

W** **hat do you need?

Education:

A bachelor’s degree in business administration, Management, Marketing, Telecommunications or equivalent is required. MBA preferred.

8–12+ years of experience in customer service, customer care, or operations roles, ideally in a B2B environment.

At least 3–5 years in a leadership role managing teams, preferably in call centers or client service departments.

Confirmed experience handling metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.

Other Qualifications:

+ Fully Bilingual (Spanish and English).

+ Ability to prioritize and coordinate efficiently and to define problems, collect data, establishes facts, and draw valid conclusions.

+ Experience in call centers and strong knowledge of workforce management, basic accounting principles, process improvement & internal controls.

+ Efficient leadership and analytical abilities including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities

+ Customer focus, service oriented and outstanding communications skills (written and verbal).

+ Ability to empower employees and maintain a positive work environment and to relate well both with public and with employees at all levels.

+ Computer-literate, knowledge in Microsoft Office (Excel, Word, PowerPoint, Outlook).

+ Able to handle multiple tasks and prioritize activities.

+ Solid understanding of customer and market dynamics and requirements.

+ Valid driver’s license and willingness to travel.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

W** **hat do you need?

Education:

A bachelor’s degree in business administration, Management, Marketing, Telecommunications or equivalent is required. MBA preferred.

8–12+ years of experience in customer service, customer care, or operations roles, ideally in a B2B environment.

At least 3–5 years in a leadership role managing teams, preferably in call centers or client service departments.

Confirmed experience handling metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.

Other Qualifications:

+ Fully Bilingual (Spanish and English).

+ Ability to prioritize and coordinate efficiently and to define problems, collect data, establishes facts, and draw valid conclusions.

+ Experience in call centers and strong knowledge of workforce management, basic accounting principles, process improvement & internal controls.

+ Efficient leadership and analytical abilities including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities

+ Customer focus, service oriented and outstanding communications skills (written and verbal).

+ Ability to empower employees and maintain a positive work environment and to relate well both with public and with employees at all levels.

+ Computer-literate, knowledge in Microsoft Office (Excel, Word, PowerPoint, Outlook).

+ Able to handle multiple tasks and prioritize activities.

+ Solid understanding of customer and market dynamics and requirements.

+ Valid driver’s license and willingness to travel.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to be a successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

How can you add value?

+ Oversee customer care operations across technical support, billing, collections, and client retention to ensure timely, effective, and high-quality service delivery.

+ Provide strong leadership that motivates, develops, and guides team members to deliver measurable results and superior experiences for B2B clients.

+ Manage departmental budget and resources to achieve operational efficiency and business objectives.

+ Contribute to the development of customer care strategies by providing insights on client needs, service trends, and operational challenges.

+ Partner with senior leadership to design and implement customer experience initiatives that drive satisfaction, retention, and revenue growth.

+ Deliver results against defined objectives including SLA compliance, client satisfaction, productivity, and financial performance.

+ Develop and monitor programs that foster continuous improvement and support service excellence, both internally and through outsourced providers.

+ Track, analyze, and present performance metrics to identify trends, risks, and opportunities, recommending strategic adjustments where needed.

+ Oversee workforce planning and forecasting to ensure adequate staffing levels and optimal resource allocation.

+ Supervise and coach direct reports, setting clear performance goals and ensuring accountability.

+ Drive service quality standards and ensure alignment with the company’s customer-first philosophy and B2B service expectations.

+ Collaborate with internal departments to resolve escalated client issues, improve cross-functional processes, and enhance the end-to-end customer experience.

+ Lead the evaluation and implementation of new technologies and tools to improve service models and client engagement.

+ Identify and execute initiatives to strengthen relationships with key accounts, ensuring alignment with clients’ business priorities and long-term needs.

+ Support the design of customer satisfaction and retention campaigns, ensuring they are aligned with strategic objectives for the B2B market.

+ Demonstrates and ensures compliance with the Customer First Philosophy, all Liberty Latin America's policies, and procedures, including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.