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VP, Program Management - Customer Care
Spectrum
Maryland Heights, MO, United States
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JOB SUMMARY
Sets vision and direction for team by ensuring programs/projects are prioritized, managed to completion and implemented on a timely and performance-enhancing measurable basis. Develops and implements strategic plans and objectives in alignment with corporate strategy.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all strategic and operating key initiative programs that will simplify and enhance customer and end user experiences.
Builds and supports strong working relationships with key internal business partners in Customer Operations, Product, Engineering, Marketing and IT to ensure alignment of operating priorities and the successful implementation of program management initiatives.
Attracts and retains highly effective management and supervisory staff through mentoring, coaching, development, appraisal and motivation techniques.
Establishes strategic and operating program priorities through a formal and structured process that promotes active participation from leadership.
Develops priority justification of all programs through a rigorous ROI review process.
Builds a program management operating model that clearly defines key stakeholders, program sponsors (owners), program objectives, milestones and performance measurement, progress reporting and post implementation results and reconciliation with ROI assumptions.
Seeks regular communication with cross-functional leadership to share ideas, best practices, and identify opportunities for improvement to avoid overlapping/duplicative projects.
Supports the customer experience and process improvement initiatives requiring program management leadership and oversight.
Assists in the preparation and management of capital budget, operating budget, and expense management for assigned area.
Performs other duties, as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Proven success leading and implementing integration processes with key stakeholders
Ability to align systems, programs, and employees with the company’s strategy and culture
Strong leadership ability
Ability to serve as a visionary and think strategically
Ability to lead large change initiatives
Ability to foster teamwork and build a strong culture of collaboration
Ability to communicate effectively with all levels in the organization
Ability to prioritize and organize effectively
Ability to work cross-functionally
Ability to create detailed business cases in support of strategic and operating initiatives
Proven track record of developing staff and maintaining a high standard of employee relations
Ability to communicate orally and in writing, in a clear and straightforward manner
Ability to define key performance indicators / metrics
Ability to document, prepare and present Executive level presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Mature judgment and individual initiative
Ability to supervise and motivate others
Ability to use personal computer and software
Education
Bachelor's degree or equivalent experience required
PMP certification and Master’s degree preferred
Related Work Experience Number of Years
General management experience 7+
Cable industry leadership experience 7+
Program/project management experience 10+
Experience leading and implementing pre- and post-deployment assessment and analysis
WORKING CONDITIONS
Office environment
Some Travel required