Sr. Director, Inbound Sales & Retention Operations

Spectrum Stamford, CT

The Sr Dir, IBS & Retention Operations provides leadership, vision, and strategy to support the implementation of all Retention and IBS Operations initiatives/projects, following a disciplined Lean Six Sigma methodology. Responsible for development, design and management of retention analytics and research utilizing a business science approach to manage the customer interaction. Develops the long-term vision, design and development of policies and business rules for the customer facing organization, along with the design and build of the processes and solutions for the front line workforce. This position plays a critical role in the identification and substantiation of tools needed to improve the efficiency of the workforce. Partners cross-functionally regarding key strategic issues, such as the roadmap to become a best-in-class service provider, M&A integration, and process development and execution.


* Manages a staff of experienced vendors, Process Analysts and Business Analysts in support of Operations initiatives. Implements and adheres to the project/process methodology and plan defined by management, to mature the organization's ability to deliver high quality service.

* Leads a team that understands industry trends, customer lifecycle management and overall competitive responses through promoting a Lean Six Sigma management philosophy and establishes controls that guide Charter's initiatives to be implemented through a measurement-based strategy that focuses on process improvement and variation reduction.

* Utilizes Six Sigma sub-methodologies: DMAIC and DMADV to evaluate the quality of relevant operational procedures.

* Ensures all projects incorporate knowledge management tasks in order to deliver high quality knowledge to staff as a project deliverable.

* Supports VPs, IBS, Retention, Marketing and Field Operations Strategy in implementing and managing tools to help drive a metrics based, performance driven culture.

* Effectively communicates and encourages peer-to-peer networking within and across the department.

* Works to discuss and resolve employee work issues and concerns and provides continual feedback regarding the staff's individual performances.

* Establishes controls that staff adheres to policies, procedures, and methodologies defined by management.

* Promotes Six Sigma principles, values, philosophies, and tools for driving improvement.

* Establishes controls to promote projects are delivered with quality solutions on time and within budget to meet sponsor expectations/needs.

* Maintains current knowledge of project management tools and methodologies.

* Establishes timely/consistent communication of status and critical issues of all projects/programs that are managed under the group's direction.

* Utilizes management tools to monitor and manage key performance indicators.

* Manages contractors and consultant organizations supporting the delivery Field Operations projects.

* Collaborates with Business Planning to prepare/manage operational budgets and variances, conduct return on investment analysis on operational initiatives and track/report on variances.


Skills/Abilities and Knowledge

* Ability to read, write, speak and understand English

* Exceptional management ability and can develop and energize a multi-disciplined organization

* Excellent interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors

* Ability to present and discuss technical, functional and management information in a clear and concise way that explains complex topics; is persuasive and promotes consensus

* Strong analytical, problem-solving and conceptual skills

* Expertise in formal project management methodologies and their implementation

* Excellent presentation and facilitation skills

* Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct

* management responsibility exists

* Strong business planning and forecasting skills

* Strong analytic, organizational, and problem solving skills

* Ability to focus on overall strategy of the region

* Strong team and relationship building skills

* Proven leadership and mentoring skills

* Ability to analyze data and develop and present data driven reports

* Ability to document, prepare and present executive level presentations

* Ability to effectively manage large and complex projects


Bachelor's degree; Master's degree preferred

Lean Six Sigma Black Belt certificate or equivalent

Related Work Experience

10+ years of Business strategy development experience

10+ years of Project/program management experience

7+ years of Facilitation/leadership experience

7-10 years of Experience in either of the following:

* IT or business unit management

* Large-scale process development and implementation


Skills/Abilities and Knowledge

* Demonstrated organizational management skills in a highly complex, fast growing environment,

* Highly flexible, creative and inquisitive

* Proven experience interfacing with senior/executive leaders

* Broad understanding of business processes, challenges and opportunities

* Broad experience in the introduction of new technologies and standards

* Ability to effectively adapt to and apply rapidly changing technology to business needs

* Strong financial acumen

* Experience with managing projects following a quality control program

* Experience in organizing, planning and executing large-scale projects from conception through implementation, involving internal personnel, contractors, and vendors; ability to analyze project needs and determine resources needed to meet objectives

* Full project life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology

* Experience in business process re-engineering or process improvement desirable, involving broad-based

* information systems and utilizing tools and techniques to effect business change