Business Process Design & Improvement Manager

Company

Cox Communications, Inc.

Job Family Group

Business Operations

Job Profile

Business Process Design & Improvement Manager

Management Level

Manager - Non People Leader

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

Yes, 15% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $90,100.00 - $150,100.00. 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

Cox Business

Business Process Design & Improvement Manager

Role Summary

Leads the definition and execution of Customer Service solutions to optimize processes, policies and tools with a focus on improving the customer experience and driving business results. Champions standardization efforts from planning through implementation, maintenance and continuous improvement; Partners closely with Call Center teams, Service Assurance teams, Desktop Solutions, Digital and IT in an agile environment to manage tasks and resources for successful development, implementation and maintenance of process, policy and design standards and user solutions

Primary Responsibilities and Essential Functions

• Lead the design and implementation of business processes that enhance customer experiences.

• Serves as the subject matter expert for CB Technical Support process and strategy
• Focus on the human, organizational, and customer experience aspects of business practices.
• Conduct thorough analysis of business processes and systems to identify areas for improvement.
• Develop business cases and project plans to support proposed solutions.
• Create required reporting to support business cases, project plans and strategic performance.
• Supports the development of business cases which define the value proposition to support Technical Support process improvement investments in collaboration with business partners.
• Lead standards development and implementation, including standards definition, documentation, communication and compliance measurement.
• Define and manage standards change/lifecycle management processes to review opportunities, ensure understanding, alignment and compliance of existing standards.
• Facilitate communication and problem-solving across multiple teams and functional groups.
• Work with Tool owners and IT partners as needed to provide support for development efforts of customer care support tools, including system design, testing, documentation, and operational implementation
• Lead and/or support key strategic initiatives associated with process learning and improving customer experience.
• Keep direct manager and executive-level management appropriately informed of service standards progress and potential issues/risks.
• Partner with other functional process, product and standard managers, Communications and Knowledge Management teams to ensure consistent and effective alignment across standards, frontline education and knowledge management across all Cox Call Centers (in-house and vendors)
• Identify, implement and support effectiveness measures for frontline standards, incorporating Customer Listening Engine and functional metrics reporting, surveys and other measurement and feedback solutions as-appropriate.
• Represent Cox Business Customer Experience as a subject matter expert on multiple cross-functional teams and key initiatives that impact customer-facing support processes and ensures understanding of functional standards and processes among Atlanta boundary partners.
• Essential functions include: project management, process management, creating and maintaining appropriate agile solutions, process mapping, and ensuring compliance and change management.

Qualifications:

Minimum

• A bachelor’s degree in a related discipline and 6 years’ experience in a related field. (e.g. Contact Centers, Process Improvement, Field Operations, Product Management Technology)
• The right candidate could also have a different combination, such as a master’s degree and 4 years of experience or 10 years of experience in a related field
• Excellent skills in written and verbal communications, team leadership, collaborative work and delivering in a high-pressure work environment needed to work cooperatively with teams throughout organization
• Executive presence with the ability to present to leaders across the organization.
• Demonstrated problem-solving skills and exper