The Spectrum Director for IBS and Retention Operations Support
provides leadership, vision, and strategy to support the
implementation of all Operations initiatives and projects.
Understand how to define measure, analyze, improve, verify and
control the quality of relevant operational procedures.
Manages a staff of experienced Managers and Business Analysts in
support of Operation?s initiatives.
Implements and adheres to the plan defined by management, in
order to mature the organization?s ability to deliver high quality
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for development, design and management of business
analytics, and analysis utilizing a business approach to management
of the customer interaction through quality assurance reviews and
Partners with Corporate Escalations to identify, design and
develop business rules, or fix process breaks, end to end, for the
customer facing organization. This position plays a critical role
in the identification and substantiation of tools needed to improve
the efficiency of the workforce.
Provides guidance on Training needs (New hire ? Uptraining) and
leadership development. Facilitate project management to provide
overall support of the Operational Playbook. Additionally, provide
oversight on the commission program.
Collaborates cross-functionally with Call Centers, Marketing,
Field Operations, Operational Readiness, Product, Billing and
Collection and other departments regarding key strategic issues,
process development and execution.
Leads a team that understand industry trends, overall
competitive responses that guide Charter?s initiatives and are
implemented through a measurement-based strategy that focuses on
end to end process improvement.
Ensures all projects incorporate knowledge management tasks in
order to deliver high quality.
Knowledge to staff as a project deliverable.
Support IBS, Retention, Marketing and Field Operations strategy
in implementing and managing processes and tools to help drive a
metrics based, performance driven culture.
Effectively communicates and encourages peer-to-peer networking
within and across the department.
Works to discuss and resolve employee work issues and concerns
and provides continual feedback regarding the staff?s individual
Establish controls that ensure staff adheres to policies,
procedures, and methodologies defined by Management.
Establish timely/consistent communication of status and critical
issues of all projects/programs that
are managed under the group?s direction.
Utilizes management tools to monitor and manage key performance
Collaborates with Business Planning to prepare/manage
operational budgets and variances, conduct return on investment
analysis on operational initiatives and track/report on
Skills/Abilities and Knowledge
Exceptional communication skills (written, presentation and
Above average Microsoft skills
Strong analytical problem solving skills and conceptual
Exceptional management ability and can develop and energize a
Excellent interpersonal skills and ability to effectively
communicate with peers, staff and senior management
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
Bachelor?s degree preferred or equivalent combination of
education and experience
Related Work Experience
7+ years: Business strategy development experience
3+ years: Project/program management experience
5+ years: Facilitation/leadership experience
7+ years: Experience at large-scale process development and
Skills/Abilities and Knowledge
Demonstrated organizational management skills in a highly
complex, fast growing environment,
Highly flexible, creative and inquisitive
Proven experience interfacing with senior/executive leaders
Broad understanding of business processes, challenges and
Broad experience in the introduction of new technologies and
Ability to effectively adapt to and apply rapidly changing
technology to business needs
Experience with managing projects following a quality control
Experience in organizing, planning and executing large-scale
projects from conception through implementation, involving internal
personnel, contractors, and vendors; ability to analyze project
needs and determine resources needed to meet objectives
Full project life cycle experience with both custom development
and package-based application deployment, including experience
working within a formal systems development life cycle
Experience in business process re-engineering or process
improvement desirable, involving broad-based
Information systems and utilizing tools and techniques to effect