Sr. Manager Operations Process Management
JOB TITLE:
Sr Mgr, Field Ops Process Mgmt
JOB SUMMARY:
Responsible for leading and executing assigned process initiatives introduced by or impacting Field Operations. Analyze data to identify opportunities to meaningfully drive process improvements, with responsibility for designing and implementing creative solutions, instituting thoroughness and consistency around implementation, driving success-based metrics, as well as auditing implemented processes for long term success.
MAJOR DUTIES AND RESPONSIBILITIES:
Support Field Operations consistent use of work force management and quota management tools.
Establish enterprise wide best practices for field operations tools and ensure these practices are followed consistently across field operations.
Assist with enterprise wide deployments of tools and the associated processes and procedures.
Design and implement creative solutions.
Analyze data identifying opportunities for improvement.
Lead and coordinate continuous business process improvements to enhance customer experience, increase sales and revenue, reduce cost, improve productivity, decrease errors, increase efficiency and reduce business risks; identify opportunities to automate business processes; partner with business planning to develop business cases.
Partner with management from across Charter’s Customer Care, Product, Marketing, Sales, and Engineering teams to identify and implement strategic initiatives aimed at improving the service experience delivered by Field Operations.
Establish controls to guide Charter’s initiatives to be implemented through a measurement-based approach that focuses on process improvement and variation reduction.
Maintain current knowledge of project management tools and methodologies.
Timely/consistently communicate status and critical issues of all projects/programs which are being managed.
Lead and coordinate team responsible for business process development in support of Charter strategic initiatives.
Gather, refine and validate complex business requirements, interdependencies, potential risks and issues.
Facilitate communication and gain commitment between business units and stakeholders to align processes and solutions with business strategies.
REQUIRED QUALIFICATIONS:
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Excellent interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors
Ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics, is persuasive and promotes consensus
Strong analytical, problem-solving and conceptual skills
Ability to perform multiple tasks and adjust priorities based on workload and direction from management and customer
Highly flexible, creative and inquisitive
Proficient in analyzing data from internal systems to identify improvement opportunities
Ability to perform root cause analysis to identify and drive improvement on key performance indicators, through process enhancement and design
Expertise in formal project management methodologies and their implementation
Broad understanding of business processes, challenges and opportunities
Excellent interpersonal skills and ability to effectively communicate with all levels, both internally and externally (vendors/contractors)
Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct management responsibility exists
Ability to analyze project needs and determine resources needed to meet objectives
Broad understanding of business processes, challenges and opportunities
EDUCATION:
Bachelor’s degree
WORK EXPERIENCE & # OF YEARS EXP:
Development, implementation and maintenance of large-scale process changes 5
preferably across multiple organizations
Organizing, planning and executing large-scale projects from conceptions through 5
implementation, involving internal personnel, contractors, and vendors
Hands-on project/program management experience, demonstrating the strategic 5
use of technology to improve business processes and to support critical business
strategies
Facilitation/leadership experience, where drive, entrepreneurship, structured 3+
thinking, strategic insights, and relationship-building were demonstrated
Experience managing projects in an agile development organization
Experience with managing enterprise operations tools 3
PREFERRED QUALIFICATIONS:
Skills/Abilities and Knowledge
Ability to effectively adapt to and apply rapidly changing technology to business needs
Highly flexible, creative and inquisitive
Ability to analyze project needs and determine resources needed to meet objectives
CERTIFICATIONS:
Project Management Professional (PMP) certification
PMI-ACP certification
RELATED WORK EXPERIENCE:
Broad experience in the introduction of new technologies and standards
Full project life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology
Experience in business process re-engineering or process improvement, involving broad-based information systems and utilizing tools and techniques to affect business change
WORKING CONDITIONS
Office environment
Exposure to moderate noise levels
Travel 25% - 50%
Sr Mgr, Field Ops Process Mgmt
JOB SUMMARY:
Responsible for leading and executing assigned process initiatives introduced by or impacting Field Operations. Analyze data to identify opportunities to meaningfully drive process improvements, with responsibility for designing and implementing creative solutions, instituting thoroughness and consistency around implementation, driving success-based metrics, as well as auditing implemented processes for long term success.
MAJOR DUTIES AND RESPONSIBILITIES:
Support Field Operations consistent use of work force management and quota management tools.
Establish enterprise wide best practices for field operations tools and ensure these practices are followed consistently across field operations.
Assist with enterprise wide deployments of tools and the associated processes and procedures.
Design and implement creative solutions.
Analyze data identifying opportunities for improvement.
Lead and coordinate continuous business process improvements to enhance customer experience, increase sales and revenue, reduce cost, improve productivity, decrease errors, increase efficiency and reduce business risks; identify opportunities to automate business processes; partner with business planning to develop business cases.
Partner with management from across Charter’s Customer Care, Product, Marketing, Sales, and Engineering teams to identify and implement strategic initiatives aimed at improving the service experience delivered by Field Operations.
Establish controls to guide Charter’s initiatives to be implemented through a measurement-based approach that focuses on process improvement and variation reduction.
Maintain current knowledge of project management tools and methodologies.
Timely/consistently communicate status and critical issues of all projects/programs which are being managed.
Lead and coordinate team responsible for business process development in support of Charter strategic initiatives.
Gather, refine and validate complex business requirements, interdependencies, potential risks and issues.
Facilitate communication and gain commitment between business units and stakeholders to align processes and solutions with business strategies.
REQUIRED QUALIFICATIONS:
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Excellent interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors
Ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics, is persuasive and promotes consensus
Strong analytical, problem-solving and conceptual skills
Ability to perform multiple tasks and adjust priorities based on workload and direction from management and customer
Highly flexible, creative and inquisitive
Proficient in analyzing data from internal systems to identify improvement opportunities
Ability to perform root cause analysis to identify and drive improvement on key performance indicators, through process enhancement and design
Expertise in formal project management methodologies and their implementation
Broad understanding of business processes, challenges and opportunities
Excellent interpersonal skills and ability to effectively communicate with all levels, both internally and externally (vendors/contractors)
Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct management responsibility exists
Ability to analyze project needs and determine resources needed to meet objectives
Broad understanding of business processes, challenges and opportunities
EDUCATION:
Bachelor’s degree
WORK EXPERIENCE & # OF YEARS EXP:
Development, implementation and maintenance of large-scale process changes 5
preferably across multiple organizations
Organizing, planning and executing large-scale projects from conceptions through 5
implementation, involving internal personnel, contractors, and vendors
Hands-on project/program management experience, demonstrating the strategic 5
use of technology to improve business processes and to support critical business
strategies
Facilitation/leadership experience, where drive, entrepreneurship, structured 3+
thinking, strategic insights, and relationship-building were demonstrated
Experience managing projects in an agile development organization
Experience with managing enterprise operations tools 3
PREFERRED QUALIFICATIONS:
Skills/Abilities and Knowledge
Ability to effectively adapt to and apply rapidly changing technology to business needs
Highly flexible, creative and inquisitive
Ability to analyze project needs and determine resources needed to meet objectives
CERTIFICATIONS:
Project Management Professional (PMP) certification
PMI-ACP certification
RELATED WORK EXPERIENCE:
Broad experience in the introduction of new technologies and standards
Full project life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology
Experience in business process re-engineering or process improvement, involving broad-based information systems and utilizing tools and techniques to affect business change
WORKING CONDITIONS
Office environment
Exposure to moderate noise levels
Travel 25% - 50%
More on Spectrum: Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws. Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.
Spectrum is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.