Job Location: Bethpage, NY
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:
- Create and implement efficient solutions and processes across products and platforms to optimize the customer journey and experience.
- Design, develop, document, and communicate new and existing policies, processes, and procedures while also making sure the methods are standardized and in line with company goals
- Work cross-functionally across various teams in the organization i.e product, technology, Business Intelligence, Customer Experience, Care, Field Operations, Marketing, and Sales to achieve business objectives.
- Create processes and flows, identify pain points in existing journeys and take corrective actions to improve customer experience.
- Define requirements for new Tools, enhancements, and fixes for the front-end order entry system, and work with teams to deliver: Billing and Collections, Amdocs Development, Product, Sales, and Care Management.
- Identify and develop appropriate metrics to justify business requests for tool enhancements.
- Design and read out on program status for both operational and executive level audiences.
- Keep in contact with Business owners to determine performance constraints with regard to processes and recent upgrades.
- Analyze data to determine trends, recognize areas of concern and suggest improvements.
- Provide ad-hoc data analysis in support of projects.
Qualifications/Requirements
- Key Experiences/Achievements
- Bachelor’s degree in Business Administration or equivalent work experience
- Minimum 3 years of related experience in Customer Operations
- Six Sigma Green Belt required. Or complete it within 9 months of joining the role.
- Work experience in cable/telecom is a plus
- Excellent communication and presentation skills (written and verbal)
- Strong analytical, problem-solving, and conceptual skills
- Working knowledge of Support Tools, CRM, Data Warehouse, and Provisioning Tools/processes
- Proficiency in Project software and management
- Proficiency in Microsoft Word, Excel and PowerPoint required
- Knowledge of FTP, MicroStrategy, and Visio a plus
- Working knowledge of BPM, PM, Agile & Waterfall methodologies preferred.
- Proven ability to manage projects to completion
- Management Skills
- Process-minded, able to generate refined output from general concepts.
- Ability to quickly learn new technologies and understand all areas of the business.
- Strong analytical, problem-solving, and conceptual skills.
- Understands high-level strategy and objectives.
- Able to function self-sufficiently but accepts guidance from peers and senior staff.
- Serves as an individual contributor and team member.
- Excellent self-auditing skills, keeping track of project progression in a designated tracker.
- Create ownership and accountability within our team and across teams to drive timely and impeccable results through partnership, solutions, and qualitative and quantitative insights
- Effectively communicate with key stakeholders across the company, including a regular readout with executive leadership on progress, decisions, and issues.
- Ability to effectively multitask in a fast-paced environment. Projects vary from static to ad hoc.
- Ability to think and act strategically and proactively.
- Ability to prioritize and organize effectively.
- Anticipate areas of risk and determine ways to mitigate and resolve them.
- Proven track record of successfully orchestrating cross-functional transformation projects
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.
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