Business Process Design & Improvement Manager

Cox Enterprises, LLC • Sandy Springs, GA

272d • $90,000 - $150,000

About The Position

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.

Requirements

• 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).
• Excellent skills in written and verbal communications, team leadership, collaborative work and delivering in a high-pressure work environment.
• Executive presence with the ability to present to leaders across the organization.
• Demonstrated problem-solving skills and experience with business process improvement.
• Proficiency with office suite tools such as MS Office, Word, Excel, and PowerPoint.

Nice To Haves

• Master's degree in a related field.
• Certification in process improvement or service design methodologies.
• Experience with process modeling and design tools.
• Proficiency in business analysis tools and software.
• Ability to work autonomously and manage multiple workstreams.
• Understands AI and its opportunities for aiding design work and/or optimizing internal processes.

Responsibilities

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

Benefits

• Flexibility to take as much vacation with pay as they deem consistent with their duties.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
• Health care insurance (medical, dental, vision).
• Retirement planning (401(k)).
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Personal and Laundry Services
• Education Level: Bachelor's degree