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Job Details


Altice USA

Director Digital Care Operations

Business and Financial Operations

All

Yearly

No

Jericho, New York, United States


Overview

We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.

Responsibilities

Job Summary and Responsibilities

As the Director of Digital Care, you are responsible for leading Altice's overall messaging, bot & self-serve customer care strategy with the specific intent of creating better and more frequently used digital options. This includes the management and enhancement of our existing bot/messaging platforms & digital support offerings. This position will support the conceptualization, design, and execution of new digital solutions to better support our customers. You will partner closely with our Operations, Product, Marketing & Technical Operations teams to ensure effective online resolution options exist throughout the customer journey.

In this position you will oversee the overall messaging and digital program for Altice and create new digital, interactive and self-care options for our customers. This leader understands our customers, anticipates their needs and finds creative and useful solutions to improve customer satisfaction.

Key Responsibilities Include:

  • Managing Altice's customer first digital, self-serve & interactive programs to improve the customer experience and reduce customer effort
  • Lead the overall messaging program (chat, bot) to ensure we are providing effective and meaningful solutions for our customers
  • Reduce the need for customers to contact Altice for live contact center support through the design, development, and management of effective digital alternatives
  • Improve automation rates through bot integration and bot flow designs
  • Drive overall messaging growth through partnership with marketing, sales, & technical operations teams
  • Understand key customer journey pain points to effectively promote and leverage self-service and digital solution opportunities
  • Lead the messaging program lifecycle to improve platform performance, awareness & effectiveness
  • Design & continually develop new efforts to simplify the customer experience using bot/AI, messaging/chat, self-service, FAQ/portal design & IVR solutions
  • Develop and maintain an innovative digital first platform which provides a world class experience that delivers on our goal of increasing digital adoption
  • Work with the leadership team to define, the long-term vision for aligning digital channels across all Altice owned brands
  • Partner cross-functionally with product, sales and marketing teams to ensure that a digital-first strategy is executed from acquisition through retention.
  • Work with the leadership team to define, the overarching strategy and long-term plan/roadmap for customer experience & care
Qualifications

QUALIFICATION

  • 5-7 years related experience in telecommunications or digital
  • BS/BA college degree required
  • Excellent interpersonal skills in building and managing relationships, influencing and negotiating partnerships while maintining the ability to achieve great results through others. Must diplomatically handle conflicts and facilitate cooperative team resolutions to customer service issues. Success in developing, presenting, and implementing business solutions and processes.
  • Candidate must have a proven success in developing and presenting business cases that include operational, financial, sales and customer impact analysis
  • Strong skills in strategy and planning, budgeting and P & L management, customer support operations, and vendor selection and management.
  • Must possess a strategic, analytical mind-set as well as the ability to execute on strategy and plans.
  • Proven leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive, high-performing teams.
  • Should have high energy and possess courage, creativity and perseverance, and express the appropriate sense of urgency.
  • Ability to work closely with a diverse group of individuals of various functional disciplines.
  • Must possess excellent creative, analytical, organizational, verbal and written communication skills.

Altice USA is 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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