Job Description:

Manager Readiness

Job ID: 2021-28964

Location:

1111 Stewart Ave,

Bethpage, NY

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Responsibilities

Our philosophy is built around our commitment to our employees, community and customers. We are committed to providing employees with opportunities for growth and development, as well as an environment where your ideas will help us drive our business and create a more meaningful employee experience.

The Manager Readiness is responsible for Care & Sales policy, process, tools, procedure, documentation, all launch activities and communication of corporate initiatives, offers, & ad hoc projects. Updates from the following groups; Technology [System Integration/Quality Assurance, Project Implementation], Product Management [Customer Interaction Management, Product], Billing Systems Strategy [B&C], Logistics, Programming, Online Services [.net/.com], Product Strategy/Development and Marketing. Working collaboratively with all stakeholders, this position is responsible for ensuring that the Care & Sales Departments is operationally and systematically ready within deadlines and budgets.

When representing the Care & Sales Departments, this position is representing all Care & Sales channels and the overall Care & Sales Operations Departments for both Altice East and Altice West initiatives. This person is responsible for the gathering, review, development, documenting, and communication of information for all departments internal and external. The following Operations and Systems include but are not limited to: Order Entry Process, Care & Sales Support, IDA, KDB, various frontline Care & Sales support and troubleshooting applications, Phone Systems [ACD/IVR], Staffing and Training.

This position has a lead role in coordinating the development and communication of corporate initiatives to be implemented by all Care & Sales Channels and supporting groups. Inclusive of this responsibility are:

• This position works collaboratively within the Care & Sales Operations team and other Care & Sales counterparts in order to coordinate preliminary Beta testing for future Product releases/enhancements, offer updates and process changes.
  • Assessment and Review of test cases will be necessary to determine if operational systems are ready to support the Care & Sales channels.
  
  


• This position is responsible to confirm discovered defects have been escalated, reported, tracked and fixed while keeping deadlines and budgets on track.


• This position works closely with the Training department in the development of Care & Sales Training documentation for communication to the front-line Care & Sales personnel. Training assessment, development and design plays a major role in determining timelines for completing training sessions and determining which method of training best suits the business needs.


• This position works collaboratively with all Product Strategy and Development groups to ensure all aspects of product launches are ready for Care & Sales.


• This position also includes the responsibilities of ensuring that all Care & Sales processes are up to date and being followed by users, and all work is done in line and standardized across all sales channels.


• This position will collaborate within the Care & Sales Operations teams and other Care & Sales counter parts in the review of Product Business Requirement Documents [BRD's] and Functional Requirements.


• Documents [FRD's, RFW's, Etc.] to verify that Care & Sales process requirements are incorporated in the process policies and flows.


• This position will also act as a stakeholder in tandem with their Director & Sr. Director to take a part in reviewing and approving business requirements for future Care & Sales enhancements to operating systems.


• In addition, this position will support all Care & Sales Department business units in the design, development, documentation and communication of new and existing policies, processes and procedures while also making sure the processes are standardized across all Care & Sales channels and in line with company goals.


• This position will work within the Care & Sales Operations [Care & Sales Support, Process Assurance, Operations Desk and Contact Center Reporting] team to create transition plans from project development and implementation to day to day support and management.

Qualifications

• Bachelor's degree in Business Administration, Communications, Education or related degrees or Equivalent work experience


• 5+ years in the telecommunications industry


• 5+ years Care & Sales experience of telecommunications products


• Able to travel as needed


• Articulate with strong oral and written communications skills


• Ability to produce clear, compelling, motivational communications quickly


• Strong group facilitation with strong problem-solving skills


• Ability to effectively multitask in a fast-paced environment


• Creativeness in how to tackle challenging situations


• Ability to think and act strategically and proactively


• Ability to prioritize and organize effectively


• Ability to communicate with all levels of management and company personnel


• Results oriented


• Must display a sense of urgency with strong follow through skills


• Must have ability to learn new software quickly as needed to fulfill changing job requirements


• Strong Project Planning and Management skills


• Process Management skills


• Proficient in Word, Excel, PowerPoint, Visio and other design software applications


• Strong interpersonal, organizational and presentation 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.

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.

Requirements of this position include demonstration of either full vaccination status against COVID-19 or company-provided weekly COVID-19 testing.

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