Manager, Process Management
Responsible for executing assigned process initiatives introduced by or impacting the organization. Analyze data to identify opportunities to meaningfully drive process improvements, with responsibility for designing and implementing creative solutions. Additionally, instituting thoroughness and consistency around implementation, driving success-based metrics, as well as auditing implemented processes for long term success.
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Design and implement creative solutions.
Analyze data identifying opportunities for improvement.
Assist Director to coordinate continuous business process improvements to enhance customer experience, increase sales and revenue, reduce cost, improve productivity, decrease errors, increase efficiency and reduce business risks; identify opportunities to automate business processes; partner with business planning to develop business cases.
Partner with managers from across Charter’s Customer Care, Product, Marketing, Sales, and Engineering teams to identify and implement strategic initiatives aimed at improving the service experience delivered.
Implement Lean Six Sigma strategy and establish controls to guide Charter’s initiatives to be implemented through a measurement-based approach that focuses on process improvement and variation reduction.
Maintain current knowledge of project management tools and methodologies.
Timely and consistent communication of status and critical issues of all projects/programs which are being managed.
Coordinate team responsible for business process development in support of Charter strategic initiatives as part of small scale projects or portions of large scale implementations.
Gather, refine and validate business requirements, interdependencies, potential risks and issues.
Assist Director to facilitate communication between business units and stakeholders to align processes and solutions with business strategies.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English Proficiency in Excel and PowerPoint
Ability to create executive ready materials under pressure and tight deadlines
Effective interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors
Ability to present and discuss technical, functional and management information in a clear and concise manner that explains complex topics, is persuasive and promotes consensus
Effective analytical, problem-solving and conceptual skills
Ability to perform multiple tasks and adjust priorities based on workload and direction from management and customer Proficient in analyzing data from internal systems to identify improvement opportunities
Ability to perform root cause analysis to identify and drive improvement on key performance indicators, through process enhancement and design
Effective skills in formal project management methodologies and project implementation
Demonstrated in-depth understanding of business processes, challenges and opportunities
Effective interpersonal skills and ability to effectively communicate with all levels, both internally and externally (vendors/contractors)
Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct management responsibility exists
Ability to analyze project needs and determine resources needed to meet objectives
Demonstrated in-depth understanding of business processes, challenges and opportunities
Required Education
Bachelor’s degree
Required Related Work Experience and Number of Years
Development, implementation and maintenance of large-scale process changes - 4
Organizing, planning and executing large-scale projects from conceptions through implementation - 4
Experience with strategic use of technology to improve business processes - 4
Facilitation/leadership experience - 2
Preferred Skills/Abilities and Knowledge
Ability to effectively adapt to and apply rapidly changing technology to business needs
Demonstrated ability to be flexible, creative and inquisitive
Ability to analyze project needs and determine resources needed to meet objectives
Preferred Education
Project Management Professional (PMP) certification
PMI-ACP certification
Lean Six Sigma Black Belt certificate
Preferred Related Work Experience and Number of Years
Development, implementation and maintenance of large-scale process changes preferably across multiple organizations - 4
Experience in the introduction of new technologies and standards
Full project life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology
Experience in business process re-engineering or process improvement, involving broad-based information systems and utilizing tools and techniques to affect business change
Experience managing projects in an agile development organization
Management or leadership experience - 2+
Working Conditions
Office environment
Exposure to moderate noise levels
Travel 10%
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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