VP Strategy & Operations Excellence

Job Summary

The Vice President, Strategy and Operational Excellence will lead overall strategy development and planning for the Customer Experience (CX), Care Operations and Retention Operations organization for Optimum. The VP will also lead prioritization and program delivery for top strategic initiatives. 
This leader will set the long-term agenda for the team by setting the vision, assigning goals and developing strategy for driving care operational excellence, improving churn through proactive and reactive strategies, improving customer experience and reducing customer cost to serve. This leader will also be at the forefront of assessing new opex and capex investment opportunities and new partnerships that can accelerate the achievement of business objectives. 
 

Responsibilities

Develop Business Strategy for CX, Care and Retention Organization 
•    Building 5-year Long Range Plan, setting goals and developing strategy. 
•    6 to18-month operational strategy. 
•    Developing yearly functional plan by team to meet budget goals.
•    Quarterly assessment and realignment of strategy to meet Business goals.
•    Churn Management strategy: Organization wide top churn reduction focus areas and Churn forecast. 

Lead Financial Planning and Prioritization for CX, Care and Retention Organization
•    In collaboration with Finance, Work Force Management and Operations teams, develop yearly budget for Opex, Sales, Disconnects, ARPU Erosion and Capital Investments. 
•    Set yearly and quarterly business goals for EVP, SVP, and team level.
•    Monthly review of performance variances to budget and forecast goals.
•    Business case development and prioritization of critical initiatives in collaboration with Centralized team.

Build Operational Excellence Roadmap for Care and Retention 
•    Test and Learn: Design and execution of pilots to drive operational improvements to improve CX, reduce customer cost to serve, improve churn and drive first time right.
•    Assessment and Initiation of new strategic investment and partnerships to accelerate critical business outcomes.
•    Develop Cost to Serve reduction strategy – call center rate efficiencies, credits, automation etc.  
•    First Time Right and Repeat Activity (Calls, Truck Rolls, back-office transactions etc) reduction Strategy.
•    Average Revenue per User (ARPU) preservation roadmap for Care and Retention operations. 

Be the storyteller
•    Build routine presentations to Executive Leadership team including Chairman and CEO outlining the strategy, key initiatives and performance to goal.
•    Narrate the story of CX, Care and Retention team’s evolution, performance, strategy, and goals to rest of the organization in routine townhalls, leadership meetings, and quarterly business reviews. 

•    Manage team of Senior Directors, Directors and Managers. Demonstrated people leadership skills required.
 

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Qualifications

•    Bachelor’s degree in business, Engineering, Mathematics, Computer Science, Actuarial, Data Analytics or another related field require; MBA is preferred
•    Minimum fifteen years of related work experience with previous senior leadership experience in Strategy, Operations, CX thought Leadership with growing responsibility and scope
•    Previous experience in top tier Consulting firm preferred
•    Proven experience driving operating & customer experience excellence and supporting strategic decisions as the company continues to scale
•    Experience in Telecom, Communications, Cable, Internet industries is preferred but not required
•    Understanding of end-to-end CX best practices starting from customer’s first touchpoint lasting upto their last touchpoint
•    Strong communication, interpersonal skills with an ability to communicate complex information to non-technical audiences
•    Superb follow-through, problem-solving and communications skills
•    Professional with mature business judgment and strong collaborative style
•    Obsession with leveraging data and analytics to continuously improve experiences, exhibiting a bold passion for customer satisfaction
•    Self-starter with an entrepreneurial attitude and approach. Intellectually curious with a demonstrated ability to creatively tackle data challenges and extract value and meaning
•    Strong experience in developing and leading presentations for executives that inform action and deliver impactful business results
•    Proven ability and aptitude to work within a global, cross-functional team environment and at all levels within the organization to lead, influence and continuously improve people and processes
•    Innovation mindset coupled with a proven track record for ability to execution and a results-focused orientation - consistent focus on getting things done and showing interim progress along the way