Sr Mgr, Process Mgmt

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Job description

Job Summary
The Sr Manager of Field Operations Process Management is responsible for leading and executing assigned process initiatives introduced by or impacting Field Operations. This role will need to understand or have knowledge on billing systems and will be responsible for analyzing 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.

What will you do?

• 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.
• Implement Lean Six Sigma strategy, 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.

Key requirements:
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
• Experience with billing systems such as ICOMS or CSG
• 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
• 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
• Ability to analyze project needs and determine resources needed to meet objectives
• Broad understanding of business processes, challenges and opportunities

Education
Bachelor’s degree or equivalent experience

What you may have experience with: Number of Years

• Development, implementation and maintenance of large-scale process changes 2+ preferably across multiple organizations
• Organizing, planning and executing large-scale projects from conceptions through 2+ 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

How to stand out:
Skills/Abilities and Knowledge

• Ability to effectively adapt to and apply rapidly changing technology to business needs
• Ability to analyze project needs and determine resources needed to meet objectives
• Lean Six Sigma Black Belt certificate
• RSC background (dispatch center)
• Experience with ICOMS or CSG billing systems

Working Conditions
Office environment (M-F)
TDABR