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Senior Director Operations Strategy and Readiness
Altice USA | |
United States, New York, Long Island City | |
April 18, 2024 | |
Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We are Optimum! Job Summary
The Senior Director of Ops Strategy & Retention Readiness will help make Customer Experience our best product by rethinking our customer journeys, elevating our successful processes and applying innovative new solutions to improvement areas. This role will report to the SVP, Customer Retention and oversee Business Process improvements, Training, Quality Assurance, and Retention readiness as it pertains to our "go to market" strategy for the frontline teams. This also includes developing a CX driven culture, mining & reconciliation of all customer experience data inputs and providing analysis around competitive insights that will lead to customer experience improvement. Customer Experience (CX) Analytics is a core discipline within the Customer Experience team and this role is an exciting opportunity to build and transform world class customer experiences across Altice and drive measurable results. Partnering with the Customer Experience Strategy, Frontline operations, Digital transformation, Product and Finance teams, the role will be responsible to lead and influence business analyses, providing insights on customer behavior and interactions with Altice over time through a balanced metric set of growth/profitability, efficiency and customer satisfaction as measured through improved customer retention performance (i.e. Disconnect Yield, ARPU, 7-day repeat rates, NPS, customer satisfaction/sentiment). Responsibilities
Roll out customer retention strategy, goals, and strategic initiatives from HQ to the regions and local markets. Regularly connect with regional and local market leaders to drive enterprise-wide customer retention goals, strategy, high priority initiatives and CX platform adoption with local market teams. #LI-GW1 Qualifications
* Bachelor's degree in business, Engineering, Mathematics, Computer Science, Actuarial, Data Analytics or another related field; MBA preferred At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum 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. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details. This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $161,186.00-$230,265.00/ year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity. |