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Director, Customer Care Initiatives & Planning
ADT
Irving, TX, United States
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Position Summary:
The Director, Strategic Initiatives and Planning is a pivotal leadership role in the multi-year transformation of Customer Care Operational Strategy and Planning. This role directs all activity related to management of all initiative portfolios, project prioritization within Customer Care Operations, integration for enterprise level projects and programs and successful initiative delivery. This role requires a unique combination of business acumen, communication, leadership, strategy development, tactical ability, and project management skill appropriate for Senior Leader effectiveness in ensuring all initiatives are successful.
Position Responsibilities:
• Directs a team of Senior Managers and Managers in delivering a full suite of initiative delivery and portfolio management services within the Multi-functional Customer Care Organization. Establishes standards of delivery; inspects and measures effectiveness; consistently drives improvement in the engagement model; promotes best-practice sharing.
• Coaches direct-report and skip-level team relative to technical skills, content expertise, and leadership excellence. Skillfully manages talent selection, deployment, and development with an eye toward diversity, secession planning, and the highest standards of professionalism.
• Partners project sponsors and business owners with skilled resources to prepare project initiation elements, preliminary business cases, stakeholder support, and route initiatives to the appropriate workstream.
• Leads project prioritization activities. Ensures that process is defined, well-understood, meets the needs of key stakeholders, and remains flexible based upon the changing needs of the business.
• Ensures that discrete initiative portfolios are well-balanced according to annual plans and business priorities. Creates Senior Leader visibility when strategic initiatives are at risk or plans may be delayed.
• Ensures that all prioritization, resource management, and project delivery practices are fully integrated and aligned with Enterprise standards.
• Builds capability around frontline capacity planning and ensures that both models and process are effectively maintained.
• Frequently plays a steering committee or governance leadership role in ensuring successful project delivery.
• Provides Senior Leader briefings regarding initiative status, solution design, risk mitigation plans, and implementation approach
• Drives two-way communication, regular feedback-loops, and overall collaboration between the support teams.
Education/Certification:
• Undergraduate degree required. Graduate degree in related discipline (MBA) preferred.
Experience:
• 12+ years of professional staff functional / operational experience required. 5+ years of formal project management experience required. 5+ years of experience managing direct reports.
• Portfolio management, resource planning, and road-mapping experience required.
• Strategic business focus required. Must be able to lead best-practices in process and standards.
• Experience in subscriber based business and operations, customer service/call centers, preferred.
• Management consulting experience beneficial.
• Baseline project management formal training required to ensure familiarity with standard methodology, process, and deliverables. Project Management Professional (PMP), Program Management Professional (PgMP), or equivalent certification preferred.
• Strong project planning and management skills are required paired with the ability to break down complex problems into manageable goals. Ability to translate strategic objectives/intent into tactical plans.
• Demonstrated ability to synthesize a broad range of stakeholder input to present recommendations that guide decision-making by Senior Leaders.
• Requires general knowledge of outsourcing methodologies and operating models, and working with professional services firms.
• Ability to prioritize efforts and organize resources within a team to achieve business objectives. Ability to build team cohesiveness to achieve results.
• Ability to promote a shared vision and customer focus.
• Facilitation, negotiation, and process management skills.
• Exceptional interpersonal skills and ability to interact at all levels of the organization and external constituencies -- SVPS, VPS, senior leaders, industry groups, and 3rd party consultants. Well-developed capacity for emotional intelligence.
• Demonstrated skill in influence, conflict resolution, and negotiation for mutual success.
• Demonstrated skill in producing high-quality and tailored deliverables to enable stakeholder communication and decision support.
• Creates an environment that motivates, inspires and respects others. Ability to drive results through accountability.
• Highly credible leadership presence with high standard of integrity and professional conduct.
• Advanced critical thinking that blends observation, data, and fact-based insight with intuition and foresight.
• High organization and planning skills required. Proven track-record of meeting deadlines, performing with a high-degree of accuracy in a fast-paced environment, handling constantly changing priorities, and dealing well with conflict.
• Ability to self-start, work independently, be versatile, and maintain personal resiliency in a dynamic environment.
• Strong problem-solving and critical thinking skills required. Experience with business case development, financial fluency, and interpreting data -- even when imperfect.
• Solid proficiency working with standard MS Office and project management technologies.
• Intellectual curiosity and willingness to learn.
As of April 2017, Protection 1 merged with ADT to become the leading company in the electronic security industry. As we progress through our integration, you will see collateral, building signs and apparel from both companies, but please know: we are on our way to becoming a completely unified ADT and while that happens, we are better together.