Log In
Sign Up
JOB SUMMARY
The Director of Service Transformation – Operations & Monitoring provides operational leadership for the development, execution and continuous evaluation of Service Transformation related operational processes and financial analysis for the purpose of recommending next best actions, treatments, and tactic-related changes that will ensure achievement of strategic business objectives. They will be responsible for ensuring that business stakeholders and executives understand the business performance of Next Best Action solutions.
MAJOR DUTIES AND RESPONSIBILITIES
Execute Digital Transformation & Service Effectiveness post launch operations (monitoring, change management, and support)
Develop and operationalize processes and controls for use case intake \ evaluation \ prioritization, initiative impact assessment, and roadmap ROI imitative management
Develop, recommend, execute and monitor service transformation customer service experince initativies in order to maximize customer satisfaction and loyalty.
Assess customer segmentation opportunities in order to provide cross-channel actions and treatments designed to optimize customer experience and minimize customer churn.
Perform various types of data analysis on Customer Service Experience operational tactics in order to make recommendations for fiscal or subscriber related improvements.
Define, develop, and maintain the dashboards and reporting used to describe business performance related to all Service Transformation initiatives.
Define and operationalize overall business simulations across the entire NBA portfolio
Works with senior leadership, peers, and business Consultants to develop program direction and changes.
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 support all efforts to simplify and enhance the customer experience.
Perform other related duties, as assigned
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Ability to build high performance 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
- Ability to communicate with all levels of management and company personnel
- Ability to influence internal and external key stakeholders and build consensus
- Ability to make decisions and solve problems while working under pressure
- Ability to supervise and motivate others
- Ability to develop strong working relationships with peers and business partners
- Solid knowledge and extensive experience with user acceptance and operational readiness testing practices
- Experience leading and implementing pre and post deployment assessment and analysis
- Ability to manage multiple projects simultaneously, monitor progress, resource usage and quality
- Thorough knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identified
Education
Bachelor’s degree in a related field or an equivalent combination of education, training and experience. Master’s degree is preferred.
Related Work Experience
5 + Years – Management/leadership experience
8 + Years – Managing service delivery programs and/or Operations
5 + Years – Telecommunications Industry experience preferred
WORKING CONDITIONS
Office environments
Some travel required
CSU701 289311-1 289311BR
For more information on Spectrum’s benefits, please click here .