Manager Readiness

Job Summary

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We’re not the only ones who have seen it; we’ve recently been recognized by Forbes as one of America’s Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

The Ops Readiness Manager is responsible for leading and coordinating strategic, operational, and technical changes within the Customer Care Organization.  They will develop, implement, and manage improvement changes while ensuring readiness/adoption from the frontline agents and supporting groups. 
The Ops Readiness Manager will lead cross-functional teams (SMEs, WFM, Tooling, Training, QA, Care Ops, IVR Routing, Knowledge Management, Reporting and CX) to ensure the planned initiatives/deliverables enable a best-in-class Agent/Customer experience. The Readiness Manager must be passionate in building collaborative/proficient teams in delivering streamlined processes and technical enhancements.
The Readiness Manager will lead various projects from concept through implementation to meet organizational objectives and goals. They will be responsible for the detailed project planning for scope, deliverables and success criteria while ensuring the project is launched on-time and on-budget.  The Readiness Manager will also ensure accuracy and quality of required deliverables.
The Readiness Manager interfaces with senior management and staff to ensure timely/effective communications and implementation.

Responsibilities

Responsible for leading and coordinating strategic, operational, and technical improvements within Customer Care while ensuring readiness/adoption/empowerment from the frontline agents and supporting groups. 
Directly responsible for developing and managing project plans around scope, goals, and schedules as well as cost, risk, resources, communications, and changes.
Lead various projects from concept through implementation to meet organizational objectives and goals. 
Delivers and executes plans for operational enhancements related to Workforce Capacity, Tooling, Training, Knowledge Management, Communications, QA, Call Routing, and Reporting.
Establishes control procedures to optimize the customer experience. 
Coordinates stakeholders, assigns tasks, and manages team in delivering high quality results on-time and within scope. 
Effectively partners with operational stakeholders in developing, documenting, and communicating Knowledge Management to frontline personnel.
Researches and makes recommendations on policies/processes/procedures to enhance operational efficiencies.
Identifies and manages risk mitigations and issue resolutions.
Delivers reporting requirements to drive success criteria KPIs. Coordinates pre/post-launch reviews.
Effectively communicates changes to all stakeholders and operational leaders. 
Creates and delivers effective presentations to executive management. 

Qualifications

Bachelor’s degree in Business, Engineering, Computer Science, Operations Management, or related discipline; MBA a plus
Minimum 3+ years of project management responsibility, demonstrating leadership skills and managing business or technical teams through various life cycle phases
Minimum 3+ years of experience within Telecomm, Contact Centers, Customer Experience, Operations Readiness or Change Management
Demonstrated passion for Customer Experience and acts as an advocate for all stakeholders
Extensive knowledge of project management methodologies
Effective interpersonal, communication, collaboration and influencing skills
Exceptional skills in developing and leading effective executive presentations
Exceptional written and verbal communication skills
Expert proficiency in Microsoft Office (PowerPoint, Excel, and Word)
Ability to resolve complex issues in creative and effective ways
Ability to interpret data analyses for operational insights
Ability to drive team decisions and gain consensus
BPO Operations experience a plus
Knowledge of Contact Center Support Channels (e.g. Digital, SMS Messaging, Chatbots, IVR, and Surveys) a plus
Project Management Professional (PMP) certification or equivalent plus
Experience with Microsoft Project (or related tools) a plus
Experience in process improvements or business process management a plus
Experience with Visio (or related tools) a plus