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JOB SUMMARY
The Director, Service Transformation – Strategy & Delivery is responsible for strategic planning & sponsorship, change management, and solution delivery for Service Transformation contextualized service experiences (CSE) and related initiatives. This position will direct multiple cross-functional teams to ensure the successful delivery of contextualized cross-channel service experiences.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for overall execution of Service Transformation CSE strategy, design, and delivery.
Direct team responsible for the enterprise strategy of CSE design and delivery.
Develop and operationalize processes and controls for CSE backlog management, including intake, evaluation and prioritization.
Develops logic foundation for contextualized scenarios with Business Stakeholders
Define enterprise level (channel agnostic) contextualized customer service experiences.
Drive and define CSE business rule functional requirements elicitation and design sessions with stakeholders.
Develop CSE user stories and acceptance criteria to execute desired functionality.
Serves as a mentor to CSE product delivery managers and project manager to educate and assist them with implementing product management processes and making improvement/changes.
Accountable for plans and teamwork assignments, directing work efforts, reviewing integrated strategic plans, escalating & communicating CSE delivery needs, ensuring completion of quality reviews, and driving the resolution of issues as appropriate.
Works with senior leadership and business consultants to develop CSE strategic direction and implement change management strategies to support overall adoption
Works with Channel Owers, Contact Center Leadership to plan and execute CSE changes in operational readinedd processes and technology to improve customer satisfaction in customer interactions
Partners with senior leadership of the business community to identify and prioritize opportunities to achieve the goals of the enterprise.
Partners with senior level management with minimal direction.
Foster a culture of consistency, accountability and continuous improvement.
Assist in the management of capital budget, operating budget, and expense management for assigned area.
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Perform other related duties, as assigned
REQUIRED QUALIFICATIONS
Skills/Ability and Knowledge
- Track record of developing and leading high-performance, nimble and analytically rigorous teams
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to prioritize and organize effectively
- Ability to define key performance indicators/metrics
- Ability to effectively analyze and interpret data
- Ability to show judgment and initiative to accomplish job duties
- Ability to document, prepare, and deliver data-driven presentations to all levels of the organization
- Ability to communicate with all levels of management and company personnel
- Ability to influence internal and external key stakeholders and move toward a common vision or goal
- Ability to make decisions and solve problems while working under pressure
- Ability to provide leadership and direction to cross-functional and virtual teams with a mixture of direct and dotted-line reporting
- Ability to supervise and motivate others
- Strong word processing, spreadsheet, and project management software expertise
- Understanding and ability to manage complex project budgets
- Experience with large-scale organizational change efforts
- Experience shifting priorities while maintaining a high degree of organization and focus
- Experience and knowledge of change management principles, methodologies and tools
- Solid knowledge and extensive experience with user acceptance and operational readiness testing practices
- Familiarity with project management approaches, tools and phases of the project lifecycle
- Knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identified
- Knowledge of cable operations, data services, customer care methods and new technologies
- Ability to read, write, speak and understand English
Related Work Experience
5 + Years – Leadership experience
8 + Years – Managing complex product, programs, or projects
5 + Years – Cable or Telecommunications Industry experience preferred
Education
Bachelor’s degree in a related field or an equivalent combination of education, training and experience. Master’s degree is preferred.
Product Management or Change management certification or successful completion of a recognized curriculum is strongly preferred
Working Conditions
Office environment
Exposure to moderate noise levels
Travel required
CSU701 289308-2 289308BR
For more information on Spectrum’s benefits, please click here .