Head of Business Process Optimization

2 weeks ago

Bethpage, New York, United States Altice USA Full time

Are you ready to enhance operational efficiency?

At Altice USA, we are a prominent player in the dynamic realm of connectivity, seeking passionate professionals to contribute to our mission. We recognize that connectivity is essential, empowering individuals, driving businesses, and fostering innovation.

A career with us means playing a vital role in advancing progress and improving lives through dependable, high-speed connectivity solutions that keep the world interconnected.

Our achievements stem from our exceptional products, dedication to our workforce, and the relationships we cultivate within every community.

Position Overview

This is an opportunity to spearhead a high-impact initiative that significantly influences brand reputation, cost efficiency, and operational effectiveness.

To enhance customer service, we are overhauling the tools and technologies that support the Customer Experience. We are in search of a candidate who combines strategic insight with tactical execution to lead our Field Operations process and readiness team.

This role encompasses a wide range of responsibilities, collaborating with partners in Product, Care, and Sales to ensure our Field technicians are optimally positioned to deliver new products and services.

Additionally, this individual will be tasked with redesigning existing field processes and technician journeys as we continue to evolve our operations.

This position demands innovative thinking, exceptional organizational skills, and the ability to communicate effectively across all levels of the organization.

Key Responsibilities

  • Oversee the evaluation, design, measurement, training materials, and communication of all operational processes for Field Operations technicians.
  • Collaborate with the Chief Technology and Information Officer as a product owner for technician/Field tools such as OneTech, Remedy/Helix, FSM, and TechSpeed, including ideation intake, story development, prioritization, QA testing, and post-deployment issue management.
  • Work with Procurement as a product owner for technician handheld tools and materials.
  • Partner with Care and Sales to establish interface agreements with Network Services business units, including Field Ops, OSP, Construction, Dispatch, FTS, and Cable Desk.
  • Coordinate with Product to ensure all new offerings account for field delivery and troubleshooting support, including the expansion of services into new markets and the introduction of new customer services.

Qualifications

  • Bachelor's degree or relevant experience in program and process management.
  • PMP certification or a substantial portfolio demonstrating expertise in large-scale project management.
  • 8+ years of experience in product management, software development lifecycle, design technology, portfolio management, strategic planning, and technology program execution.
  • Functional experience in process and technology development.
  • Extensive knowledge of Microsoft 365 applications.
  • Understanding of the broadband industry.
  • Experience with Agile development principles and artificial intelligence practices.
  • Strong knowledge of field operations, plant operations, construction, engineering design, dispatch, and direct support operations.
  • Financial and economic principles acumen.
  • Exceptional presentation and communication skills for diverse audiences.
  • Effective experience with critical conversations.
  • Advocate for Emotional Intelligence and Servant Leadership.
  • Demonstrated analytical and critical thinking abilities.
  • Capacity to collaborate and build effective business partnerships at all organizational levels.
  • Able to work independently and collaboratively with others.
  • Strong organizational and prioritization skills.
  • Ability to mentor and develop team members.
  • Possess a growth mindset and readiness to tackle challenges while promoting effective problem-solving strategies.

At Altice USA, we are driven by our core values: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving is foundational to our culture.

We prioritize open and honest communication, fostering trust among our dedicated team and valued customers.

Creating Community is not just a goal; it is 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 values shape our culture and define Altice USA as a place of excellence, trustworthiness, and a thriving community.

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