Job Summary
Responsible for a variety of programs involving business reengineering efforts that support operations and customer experience. Works with a cross-functional team that encompasses representation from all divisions to understand current challenges. Works to define current processes that support the Marketing, Provisioning, Customer Care and Technical Operations and defines the future state that will be enabled through technology. Works with moderate guidance in own area of knowledge.
Job Description
Core Responsibilities
- Supports analysis and design of existing and new business processes that span multiple areas of the organization, including Customer Operations, Sales Operations, Marketing, Training, Finance and Legal.
- Develops scalable processes to support and benefit the Company's architecture vision.
- Deconstructs technical concepts and metrics to facilitate process development.
- Helps to define success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.
- Completes assessments of business processes and documents each of the following areas: problem statements, process flows, gap analyses and solution recommendations.
- Develops repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
- Interacts closely with matrixed cross-functional teams (both field and corporate) in order to secure alignment.
- Diagnoses, corrects and documents issues, risks and problems using Quality Assurance (QA) practices.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Skills:
Customer Experience (CX); Business; Teamwork
