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Manager Business Process Management
Altice
Bethpage, NY, United States
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Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers - and our people.
The Business Process Manager, under the guidance of the Manager of Business Process Management, is responsible for leading and executing assigned initiatives impacting Altice USA enterprise processes and customer experiences (CX), specifically within the Wireless product arena (MVNO). Primarily focusing on designing, viewing and then improving the interactions between Altice USA and our customers from the customers’ perspective — and across the entire journey they have with our business.
Utilize Business Process Management (BPM), Project Management (PM), and Six Sigma sub-methodologies: DMAIC (define, measure, analyze, improve, control) and DMADV (define, measure, analyze, design, verify) to evaluate the quality of relevant operational procedures. Lead high visibility engagements with key business stakeholders, addressing complex interdepartmental challenges. Managers will need to communicate both strategically and tactically to technical experts, 3rd party vendors and top level executive leaders. They will be working closely with all levels to define and implement customer centric solutions, institute rigor and consistency around implementation, as well as drive success-based metrics for assigned project initiatives. Operations and Logistics experience of product movement and the technology aspect of the product in relation to the market would be very beneficial to the role.
• Prior experience in customer experience (CX) roles with exposure to design and delivery a strong plus. Journey mapping & persona development experience strongly preferred.
• Background in wireless technology, best practices and product management is strongly preferred
• Knowledge of conducting industry, market, competitive and value chain analysis, and developing customer centric operating models.
• Logistics process knowledge in relation to the retail model and movement of product is hugely beneficial
• Experience in business analysis and understanding business requirements, demonstration of keen business acumen and analysis – identifying opportunities / issues, synthesizing and identifying trends and patterns, drawing conclusions and making recommendations
• 5 or more years of facilitation/leadership experience, where drive, entrepreneurship, structured thinking, strategic insights, and relationship-building were demonstrated.
• An 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.
• Working knowledge of formal project management methodologies and their implementation.
• Experience in the introduction of new technologies and standards.
• Bachelor degree or equivalent experience required.
• Working knowledge of BPM, PM, Agile & Waterfall methodologies and Six Sigma, certification desired.
• 3 or more years of experience in business process re-engineering or process improvement, involving information systems and utilizing tools and techniques to effect business change.
• 9 or more years of experience in development, implementation and maintenance of process changes preferably across multiple organizations.
• 9 or more years of experience in organizing, planning and executing projects from conception through implementation.
• 9 or more years of hands-on project management experience demonstrating the strategic use of technology to improve business processes and to support critical business strategies.
Key non-reporting relationships will include OC Leaders to SVP Operations Support Customer Service Experience setting strategic priorities. Customer Data and Info Systems Managers, Directors, and Project Managers providing technical expertise regarding assignment initiatives. Business Unit Directors and Managers on providing operational expertise and insight regarding assigned initiatives. With Project Management and Operational Support Directors and Managers they will be collaborating on in-flight / planned projects to ensure that knowledge content is developed and distributed on assigned projects.
We are an Equal Opportunity Employer and maintain a drug-free and smoke-free workplace.