Senior Director, Process Analysis #295965BR
Charter Communications, Inc. in Stamford, CT seeks Senior Director, Process Analysis to serve as the business subject matter expert in cable network architecture and its intersection with enabling operations across Billing, Customer Experience, Field Operations, Tech Ops, and Network Operations groups. Utilize cross functional systems and processes, including Field and Network operations and cable network infrastructure. Perform hypothesis driven data analysis utilizing Excel. Perform cable and telecommunications consulting utilizing industry best practices, processes and systems, strategic decision making and executive presence. Perform relationship management utilizing skills and competencies to create a productive relationship between business groups. Perform process reengineering to document and update process flows to align with business goals using Visio. Influence end-to-end process changes and give singular direction to IT resources to develop and help implement future state solutions. Partner with internal stakeholders and business units to develop and drive a prioritized roadmap of strategic capabilities to improve customer experience and minimize call volume and truck roles. Develop future-based strategic objectives utilizing data. Design and implement customer-focused strategic initiatives by collaborating with cross functional groups such as Customer Operations, Field Operations, Network Operations and Spectrum Product teams. Drive and lead yearly sessions with cross functional leadership teams to help define initiative roadmap for Charters multi-year strategic programs. Identify network and customer pain points, perform postmortem investigation of customer escalations to define process and systematic opportunities for improvement. Define and gain alignment on customer centric future state process and systematic solutions across Corporate and Regional cross functional groups. Document current state processes that provide interactions between different functional groups, identify gaps and opportunities that influence program roadmap. Define business rules and requirements and oversee implementation of key cross-organizational initiatives. Drive continuous improvement at the team level with an emphasis on lean management and innovation. Represent the team as a subject matter expert with key partners such as Business Intelligence, OSP Construction, Billing, Ops Readiness and IT. Develop and manage relationships with senior executives and leadership of cross organizational groups. Manage and provide leadership to a team of advanced operational support process and data analysts, as well as coach and mentor junior team members. Support story boarding and creation of presentations for C-suite executive audience.
EDUCATION/REQUIREMENTS: Masters degree in Business Administration or a related field. 5 years of experience with cross functional systems and processes, including Field and Network operations and cable network infrastructure; performing hypothesis driven data analysis utilizing Excel; performing cable and telecommunications consulting utilizing industry best practices, processes and systems, strategic decision making and executive presence; performing relationship management utilizing skills and competencies to create a productive relationship between business groups; performing process reengineering to document and update process flows to align with business goals using Visio; objectively analyzing concepts, considering the facts and differing perspectives to reach a sound, logical conclusion, and; identifying barriers to success and working through these barriers to deliver desired objectives. In lieu of a Masters degree in Business Administration or a related field, employer will accept a Bachelor's degree in the stated fields, and an additional (2) years of experience with cross functional systems and processes, including Field and Network operations and cable network infrastructure. Employer will accept both pre-and post-degree experience. Requires 10% national travel.