Sr. Director- Frontline Tools

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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
Customer Experience is our best product. We are redefining the customer journey, sharpening our focus, improving our process, policies, and tools, and increasing our use of integrated digital strategies to exceed both the customer and the agent experience. We are investing in expanding our dynamic team to measure differently, simplify our interactions, proactively engage in innovation outreach, and equip our employees with tools to successfully implement processes, procedures and activities that will elevate the end-to-end customer experience. As part of a company-wide effort to continually improve the customer experience, the Agent Tools group is dedicated to transforming the agent experience and deliver business efficiencies. The Sr. Director of Agent Tools, Product Management will report to the VP of Digital Self-Serve & Tools and is expected to lead in the strategic planning, end-to-end solution design, and implementation of our strategic initiatives and tools transformation investments in new frontline tools. This role will be responsible for engaging with all areas of Altice USA's businesses to identify opportunities for improvement and create efficient processes and tools in support of first call resolution, repeat call reduction, revenue growth, churn reduction, streamlined agent tool experience and overall customer experience transformation.
Responsibilities

• Support development of holistic frontline tools strategy focused on evolution of toolsets aligned with business growth, new tech deployment and improvement in CX.
• Conduct data analysis to uncover root causes and assess ways to more efficiently resolve customer issues through tools.
• Conduct future state process mapping focused on delivering the best workflow across troubleshooting, account management, and billing areas.
• Acts as the key interaction point across all tools transformation initiatives with internal and external stakeholders across various organizational levels.
• Identifies new opportunities for the enhancement and maintenance of new AI tools tied to upsell and cross-sell opportunities.
• Produces Customer and Agent experience process and tools gap analysis and optimization.
• Tracks and manages against key KPIs across all Care tools; provides weekly readouts on key measures of success.
• Conducts regular touchpoints with BPOs and internal call centers as part of the feedback loop for tools opportunities.
• Manage a team of tools product managers focused on the delivery of tools capabilities.
• Apply analytical skills to troubleshoot issues, identify root causes, and recommend solutions to problems that may come up during a typical project implementation.

Qualifications

• Bachelor's degree in business administration, Product Management, Business Process Improvement, or other related field or equivalent work experience
• Minimum 15 years of related experience
• Strong background in Lean, or Six Sigma preferred
• Work experience in hi-tech and/or cable/telecom
• Analytical and business transformation mindset
• Proven track record of driving operations efficiency and enhancing the customer experience leveraging cross functional partnerships and implementing target tools improvement strategies
• Adept at strengthening team culture in support of tools improvement initiatives that translate into improved agent and customer experience and ultimately customer loyalty
• Successful in all aspects of leading teams, staff support, growth and development, managing large scale projects
• Experience working in a matrix organization with the proven ability to influence at all levels of the organization
• Success in driving organizational change via Agile methodologies and a proven track record of overcoming challenges to achieve goals
• Strong process and data analytics acumen, and demonstrated ability to apply data analysis to make decisions

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $161,186.00 - $230,265.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty