Vice President Care Strategy

Job Summary

The Vice President, Care Strategy will lead overall strategy development and planning for the Customer Care 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 and efficiency. This leader will also be at the forefront of partnerships that can accelerate the achievement of business objectives. 

Responsibilities

• Develop Business Strategy for Care Organization 
• Build short and mid-term care strategy considering the broader CX strategy   
• Lead WFM to ensure appropriate budgeting and staffing plans.  
• Develop yearly functional plan by team to meet budget goals.  
• Quarterly assessment and realignment of strategy to meet Business goals.  
• Lead and implement strategies to enhance overall care performance and efficiency. 
• Collaborate with Finance and Operations teams, develop yearly budget for Opex, Sales and ARPU Erosion, along with care operations targets. 
• Set yearly and quarterly business goals for SVP, and team level.  
• Monthly review of performance variances to budget and forecast goals.  
• Business case development and prioritization of critical initiatives.  
• Requires comprehensive knowledge of strategic use of incentives for sales/save efficiency and other non-financial means of employee recognition. 
• Provide strategic leadership to optimize overall contact center performance and drive operational excellence. 
• Define and oversee key performance indicators (KPIs) to measure and drive the success of the contact center. 
• Collaborate with executive leadership and cross-functional teams to identify opportunities for process improvement and implement strategic initiatives. 
• Utilize advanced data analytics and forecasting to make informed, strategic decisions for the contact center. 
• Stay at the forefront of industry trends providing strategic guidance for continuous improvement. 
• Cultivate a culture of excellence and innovation within the contact center, driving the team towards high performance. 

Qualifications

• Bachelor’s degree in business, Engineering, Mathematics, Computer Science, or another related field require; MBA is preferred
• Minimum fifteen years of related work experience with previous senior leadership experience in Strategy, Care thought Leadership with growing responsibility and scope
• Proven experience driving contact center operating and supporting strategic decisions 
• Experience in Telecom, Communications, Cable, Internet industries is preferred but not required 
• Requires comprehensive knowledge of strategic use of incentives for sales/save efficiency and other non-financial means of employee recognition
• Understanding of contact center best practices  
• 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