Process Program Operations Manager

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

We are looking for a Process Program Operations Manager to join our growing Mass Markets team! In this role, you are a leader in frontline Communications for the business. You will be a key asset to help business units in achieving organizational goals by creating communications to the floor and maintaining process documents for Consumer Channels. The communications team collaborates cross-functionally with the Quality Assurance, Legal, Regulatory teams, and extended lines of business (a.k.a. channels) within Mass Markets to enable our frontline employees and vendor agents to deliver the best customer experience possible.

In this position, you will be a key liaison to extended teams to ensure teams have what they need to deliver performance and ensure they have the right information, at the right time. Come help us build the best and fastest fiber-optic network in America!

As Process Program Operations Manager, your responsibilities are:

Support and Execution

• Identify, justify, and prioritize communications opportunities associated with contact center interactions with customers, utilizing a variety of communication tactics
• Manage all collateral and content in agent facing tools including call handling processes and information in KIT, a knowledge database.
• Plan, develop and execute communications plans/campaigns which will support business initiatives and improve acquisition, solutions, and saves behaviors.
• Identify communication needs within the various call center and operation businesses through performance analysis and regular consultation with varied business managers, developing strong relationships to execute against performance initiatives
• Maintain Voice, Chat, and Messaging content, driving efficiency and targeted communications with external customers

Collaboration

• Build and maintain business relationships, including working with all levels and organizations of the company to maintain and provide status of key projects 
• Establish partnerships with stakeholders to determine objectives, execute and ensure communications align with corresponding support models and business adoption/ operational readiness plans
• Work with key internal stakeholders to create timely and relevant communications, driving continuous improvement practices across the organization

Process

• Maintain Consumer process documents, focusing on enabling the frontline to provide excellent service to customers
• Maintain a formal request intake and review process to ensure we successfully meet business owner needs
• Ensure communications meet legal and regulatory requirements
• Partner with business units to ensure processes to meet all required contact components
• Project manage frontline readiness initiatives as needed

Qualifications

What it takes to catch our eye:

• Bachelor’s degree or equivalent education and experience
• 5+ years of experience developing communications strategies with multiple tactics including written and visual options
• 5+ years of experience with large-scale contact center operations experience, focusing on change management, program development and execution
• Effective communication, including writing, speaking, active listening and presentation skills
•  Proficient in presentation development and public speaking to drive the outcomes the business needs
• Demonstrated ability to develop successful communications across all levels of the organization
• Demonstrated project management skills; experience in establishing timelines, detailed reports, and executive summaries
• Must be proficient in Microsoft Excel, PowerPoint, Word, and Adobe Design products
• Ability to identify employee and customer experience gaps
• Ability to prioritize multiple tasks and meet critical deadlines
• Ability to communicate project needs to internal and external teams/vendors
• Abili