DirectoCustomer Project/Program Management

Company

Cox Communications, Inc.

Job Family Group

Customer Care Group

Job Profile

Director, Customer Project / Program Management

Management Level

Director

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $142,100.00 - $236,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

This position is responsible for regional fulfillment of complex customer orders including order management for Cox Business teams.  The Director of Regional Fulfillment has the primary responsibility to support order management activities across several departments nationally.  The Director will enable speed and growth by ensuring the most effective plans are used to meet customer needs.  You will lead and develop a team of people leaders and help them grow the department as the organization continues to evolve by establishing efficiencies and standard policies.  The successful candidate will be a motivated, self-directed leader, able to work in a high-intensity, high-profile environment, with experience driving change through innovation and ability to effectively lead and manage teams virtually.  Strong communication and presentation skills are critical as this role interfaces across a broad spectrum, including executives and end-user customers.  

  

Primary Responsibilities and Essential Functions:

• Lead and develop a high performing team across multiple geographic locations, providing positive and critical feedback and coaching, helping create and manage team goals, and creating an inclusive environment.  

• Own and deliver the operational budget for functional area of $3M or greater, including productivity, financial planning, labor planning and operational goals.   

• Responsible for 30% or more of Cox Business Installed Revenue and associated back office functional roles 

• In collaboration with leadership, influence and design organizational structure best suited to sustain aggressive year over year growth targets for both current and future revenue channels. 

• Manage the risk, issue and change resolution process, and work with other leaders to take corrective action as needed. 

• Influence national workforce management process and procedures.

• Establish data driven performance management initiatives; measuring progress and outcomes and helping implement interventions where applicable.

• Drive accountability amongst teams to meet key outcomes for multiple value-based customers. 

• Cultivate an ecosystem of customer experience excellence. 

• Ensures organization is in alignment with company and Service Delivery fulfillment policies and procedures, including compliance with all federal, state and local commission and agency rules and regulations. 

• Provide operational leadership and guidance to cross-functional teams during all phases of customer lifecycle. 

• Collaborate with functional peers to develop, manage, track, and analyze operational support structures, tools, methods and procedures to drive a quality customer experience.

  

Minimum Requirements:

• Bachelor’s degree in a related discipline and 10 years’ experience in a related field. The

right candidate could also have a different combination, such as a master's degree and 8

years’ experience; a Ph.D. and 5 years’ experience in a related field; or 14 years’ experience

in a related field.

• 5+ years’ experience in a management or leadership role.

• Requires strong knowledge of Microsoft Word, Excel, PowerPoint, SPSS, SAS, etc.

PREFERRED:

• Demonstrated success in leadership and management of employees working in multiple and remote locations.

• Experience leading national or regional leadership teams.

 LOCATION:

• East Cox Business Markets: Virginia, Florida, Georgia, Louisiana 

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional pai