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Job Details


Altice USA

Business Tools Manager- Customer Experience

Business and Financial Operations

All

Yearly

No

Bethpage, 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

The Buiness Tools Manager, under the guidance of the Director Process Engineering (Or Manager Process Engineer), is responsible for leading and executing assigned initiatives impacting Altice USA enterprise processes and customer experiences (CX). Primarily focusing on supporting readiness projects (New product launches, policy, and Business updates), 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) 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. This role will work closely with front-line operations team to maintain and prioritize new feature requests, test tools/website and identify bug fixes to bring in front of overall Product management team for priority and release planning.

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Qualifications

  • Prior experience in customer experience (CX) roles with exposure to design and delivery a strong plus.
  • Six Sigma Black Belt or Six Sigma Lean Black Belt preferred. Need to complete within 12months of joining the position.
  • Knowledge of conducting industry, market, competitive and value chain analysis, and developing customer centric operating models.
  • 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
  • 3 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's degree required. Masters/MBA preferred.
  • 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.
  • 3 or more years of experience in development, implementation, and maintenance of process changes preferably across multiple organizations.
  • 3 or more years of experience in organizing, planning, and executing projects from conception through implementation.
  • 3 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.

Disclaimer

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.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.