Customer Service Director

At Juniper, we believe the network is the single greatest vehicle for knowledge, understanding, and human advancement the world has ever known.

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.

Customer Service Director – Site Lead - Philippines

About Juniper Networks

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success. Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone. We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations. Additional information can be found on the Juniper Networks website (www.juniper.net)

We are seeking a results-driven and ethical Customer Service Director – Site Lead with strong leadership skills to manage and improve the efficiency of our organization's operations.

Duties for the Customer Service Director – Site Lead will include managing administrative staff, guiding operating methods, monitoring budgets, improving information systems, overseeing human resources and payroll policy implementation, updating senior management and developing operating procedures and policies.

Your superior organizational skills will assist our organization in harmonizing operations, improving employee performance, and enhancing our business model.

The role reports to the global (Sr) Director of Customer Service.

Job Duties

• Align with the Customer Service Director in defining the site strategy in line with the common vision of the organization.
• Effectively communicate the services strategy, goals, objectives and results to the Operations team.
• Interface with Human Resources and Payroll to ensure alignment with company policy.
• Recommend plans to GSO Management for continued growth of the business and improved Customer Satisfaction in continuous alignment with the JXO Organization Objectives.
• Serve as the primary point of contact for vendors, clients, and visitors.
• Direct and oversee all aspects of the office, including but not limited to budgeting, human resources, facilities management, event planning, and office operations.
• Negotiate contracts with vendors and service providers, and manage relationships with these partners to ensure that they are meeting the needs of the office.
• Plan and execute office-wide events and team-building exercises.
• Handle confidential information and documents in a discreet and professional manner.
• Train new employees on office policies and procedures.

Job Skills/Required Experience

• Bachelor's degree in business administration or related field.
• Experience in Operational Leadership: 5-8 years of leadership experience in operations.
• Proven ability to enable and motivate an operations team to exceed its targets and achieve excellent customer experience.
• Experience in managing complex customer services operational/delivery issues to resolution.
• Proven knowledge of Philippines Labour Law and HR policy implementation.
• Proven experience in site facilities management to include Health and Safety and Emergency Response.
• Excellent interpersonal, communication, teambuilding, problem solving and planning skills.
• Experience in building and maintaining relationships at all levels.
• Proven autonomy in decision making in line with given level of authority.
• Proven ability to work as part of a team both face to face and virtual, and make best use of resources not under direct control to achieve operational targets.
• Fluent in English language, both verbal and written.
• Strong communication and presentation skills.
• Working knowledge of Microsoft office software programs.

About Juniper Networks

Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bengaluru, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world.

At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We'd love to speak with you.
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