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13 Jan 2023

Full-Time Director of Customer Experience Center of Excellence (COE)

becky.horwood – Posted by becky.horwood Anywhere

Job Description

Join TDS Telecom in your new role as Director of Customer Experience Center of Excellence (COE). In this role your primary responsibility would be managing the technical aspects of a large installed base of applications as well as delivering new technology solutions primarily focused on customer experience, including revenue management capabilities, while leveraging state of the art application development and management practices.


Management and Leadership:  This role is responsible for the effective delivery of new and/or enhanced IT applications and technology solutions that directly impact customer experience.  Responsibilities of this role include: 

  • Leading teams of developers, consultant(s) and administrators focusing on the technology solutions that enable and support our customer experience and revenue management capabilities for TDS Telecom.
  • Establish and maintain robust governance, partner with business unit stakeholders to understand their needs and find solutions that deliver the greatest business value and provide a best-in-class customer experience.
  • Promote software development disciplines through the use of effective standards, governance, tools, templates, as well as define quality assurance processes and perform postmortems.
  • Build a collaborative team and be a trusted adviser to business stakeholders while championing process definition and continuous improvement
  • Responsible for the overall strategic direction of the technologies required to support the customer experience and revenue management needs of all stakeholders.
  • Proactively engage with strategic partner(s) and 3rd party vendors to propose and deliver solutions that improve business performance and customer experience.

This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to rural and suburban communities across the U.S. With 1.2 million connections, TDS is a rapidly growing technology company. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 8 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit

  • Technical Execution: This leader assures the effective delivery and support of all applications/technologies developed in-house or acquired from external sources. Additionally, this leader will ensure all teams are consistently adhering to technical and application development practices defined for the entire IT organization. For the technical solutions owned by this director, they will assure strong management practices are well-established as it relates to system availability, performance, security, lifecycle management, and vendor management.
  • Leadership: Lead multiple IT development managers and their teams to consistently exhibit our IT culture, execute with efficiency, partner with business unit stakeholders, and bring strategic thought leadership to the evolution of the technologies this role is responsible for. Demonstrate executive-level communication skills, technical innovation, and financial and operational planning and management.
  • Demonstration of Business Value: This leader will work with business partners to identify and deliver capabilities that provide the greatest value to TDS Telecom. In addition, this leader will track the value delivered versus the investment made by their IT development teams. This leader will demonstrate the courage to bring forward issues and problems that compromise in-flight projects and/or threaten the realization of business value, while providing alternatives for in-flight adjustments.
  • Talent Acquisition, Development and Management: This leader will ensure all its teams are demonstrating the traits and values of the IT Culture. This leader will foster an environment where all team members are continuously sharpening their skills, learning from mistakes, and consistently striving to raise the bar of what is expected. This leader will also ensure there are strong practices in place to oversee and manage work outsourced to third parties to ensure their deliverables adhere to TDS standards and specifications and ultimately deliver the value expected.

Required Qualifications

  • Bachelors degree (or higher) -OR- 4+ years professional work experience.
  • 10+ years’ work experience with increasing levels of responsibility in application development and technology management, with a wide variety of project experiences.
  • 5+ years’ management/supervisory experience.

Other Qualifications

  • Industry experience in a communications company, IT products company (e.g software company), or IT consultancy.
  • Deep expertise in software development methodologies, application management, and testing techniques. Senior level experience in vendor management, both of software products and consultants.
  • Proven ability to communicate complex technical issues effectively to business leaders. Must be able to distill complex information to its most salient points for key decision-makers. Experience in judging risks associated with software development and is able to aptly communicate risk management strategies to the non-technical leader.
  • Proven leadership ability, especially with IT professionals in a “seller’s market.” Must have experience retaining top technical talent.
  • Superior ability to analyze and forecast resource needs and to optimize those needs across many projects.
  • Effective vendor and consultant management, especially of IT professionals.
  • Proven ability to effectively interact with peers to develop near-term and long-term strategies.
  • Proven ability to engender an innovation culture.
  • Established career in motivating and energizing talented IT professionals, while assuring a disciplined method of delivery low-defect software.


As a part of your total compensation, #TDS provides a comprehensive, competitive benefit package. This benefit plan addresses both the immediate and long-term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits, and retirement options, please click here.

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!

How to Apply

Please apply via the following link:

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 100,000 and above.

Job expires in 69 days.

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