Director of Readiness

Optimum • Plano, TX

5d

About The Position

The Director of Operational Readiness is responsible for leading strategic, operational, and technical improvement initiatives within Customer Care while ensuring adoption from frontline/support groups. This role requires experience within project management, process improvements, and operational readiness. We are seeking a dynamic Leader with strong business acumen to help drive impactful initiatives for improving operational efficiencies, business performance, and customer experience. As the Director of Operational Readiness, you will play a pivotal role in leading and planning cross-functional projects from initiation through execution while ensuring outcomes contribute effectively to organizational objectives. The ideal candidate must have a passion for developing and implementing transformative changes, operational improvements, and customer-centric strategies. Partnering with CX, WFM, IVR, Tooling, Training, QA, Operations, and Reporting; this role will influence business teams on analyses, insights, deliverables, and reporting to enhance operational capabilities and ensure profitability and customer satisfaction.

Requirements

• Bachelor’s degree in Business, Operations Management, Engineering, or related field; Master's degree a plus
• 10+ years of demonstrated leadership capabilities within Ops Management, Project Management, Process Improvements, Customer Experience, Change Management, Quality Assurance or related roles within telecommunications or similar industries.
• 7+ years of Project Management responsibility, with demonstrated success in planning, resource management, and risk management from project Initiation through Execution
• Extensive experience in cross-departmental collaboration.
• Continuous improvement mindset with a passion for developing and implementing customer-centric strategies.
• High intellect and strong business acumen with analytical capabilities to help identify gaps, patterns, and actionable insights.
• Results oriented leader with ability to resolve competing interests and complex issues.
• Proven people management skills with direct/indirect responsibility in managing cohesive, high-performing teams.
• Exceptional written/verbal communication skills
• Effective interpersonal, collaboration, and influencing skills with stakeholders at all levels.
• Exceptional skills in developing and leading effective executive presentations
• Expert proficiency in Microsoft Office (PowerPoint, Excel, and Word)
• Applicants must be authorized to work for ANY employer in the U.S.

Nice To Haves

• Proficiency in project management related tools (i.e., Microsoft Project, Smartsheet) a plus
• Experience with project management methodologies (i.e., Waterfall, Agile) a plus
• Experience in process improvements and process management related tools (i.e., Viso) a plus
• Professional training/certification in Project Management or Process Improvements (i.e., Six Sigma, Lean) a plus

Responsibilities

• Develop roadmap of improvement initiatives to align with organizational pillars, goals, and values.
• Lead cross-functional projects from initiation through execution with high quality results.
• Develop and manage project plans for scope, goals, schedules, cost, resources, risks, and issues.
• Drive operational action plans.
• Communicate project status, milestones, and outcomes to all stakeholders.
• Utilize data-driven insights to identify opportunities for improving operational efficiencies, business performance, and customer experience.
• Drive change recommendations to policies, processes, and procedures to help streamline/automate tasks.
• Develop innovative solutions addressing business gaps and customer pain points within CX, WFM, Call Routing, Tooling, Training, Knowledge Management, QA, & Reporting.
• Operationalize process improvements to align business objectives and KPIs.
• Foster a team culture of continuous improvement that encourages innovation and embraces change.
• Lead strategic, operational, and transformative improvements within Customer Care while ensuring adoption/readiness from the frontline/support groups.
• Support stakeholders through the necessary changes to ensure seamless execution while minimizing disruptions to ongoing operations.
• Collaborate with cross-functional stakeholders (CX, WFM, IVR, Tooling, Training, Knowledge Management, QA, Operations, and Reporting) to foster a culture of customer-centricity.
• Build strong relationships to drive collaborative efforts toward improving operational effectiveness.
• Solicit feedback in defining requirements, planning deployment strategies, and managing project expectations.
• Establish key performance indicators (KPIs) to assess effectiveness of improvement projects, ensuring alignment with strategic objectives and customer-centric outcomes.
• Coordinate reviews to evaluate performance and perform data-driven adjustments, as necessary.
• Create and deliver effective communications and presentations.
• Provide status updates to leadership on improvement projects, accomplished milestones, and focus areas.
• Present insights and recommendations in a clear and concise manner to enable informed decision-making.

Benefits

• We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
• The Company 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director