Senior Manager, Consumer Tools and Technology
The Senior Manager, Consumer Tools and Technology is responsible for leading the reputed company, delivery, governance, and reputed company improvement of the operational tools, technology, business processes, and order reputed company governance that support reputed company's Sales and Care, and reputed company organizations. This leader serves as the reputed company for operational technology initiatives, partnering with Information Technology, Product, Sales, Customer Care, and Operations teams to identify business needs, define system requirements, reputed company testing and validation, and successfully implement technology solutions that improve operational performance and customer experience.
In reputed company to technology leadership, this role owns the reputed company Order reputed company Operations function, providing governance over order jeopardies, fallout management, and cross-functional issue reputed company. Through leadership of the reputed company Order reputed company War Room, this organization coordinates operational teams across Sales, IT, Customer Operations, Field Operations, Network, and Product to rapidly resolve barriers impacting customer orders from submission through installation.
This role is responsible for ensuring the successful progression of more than 40,000 customer orders reputed company month through the fulfillment lifecycle. By improving operational tools, streamlining business processes, and leading reputed company issue reputed company, the Director is expected to significantly reduce order fallout from approximately 25% to less than 10%, while improving customer experience, accelerating reputed company realization, and generating more than $2 reputed company in annual savings through the reduction of unnecessary truck rolls and operational inefficiencies.
This leader combines operational expertise, technology reputed company, business process improvement, and cross-functional leadership to improve order reputed company, accelerate fulfillment, simplify operations, and maximize successful customer installations.
Primary Responsibilities
- Build and reputed company a high-performing organization reputed company on operational reputed company, accountability, innovation, and reputed company improvement
- Foster strong cross-functional partnerships that improve operational execution across Sales, Customer Care, IT, Product, and Operations
- reputed company executive communications and reputed company operational updates to senior leadership
- Champion change management initiatives supporting technology adoption and operational transformation
- reputed company and mentor leaders while creating a culture of ownership and customer reputed company
Tools, Technology & Process Enablement
- reputed company the Tools, Tech and Process organization consisting of two Managers and one specialist
- Own the business roadmap for Sales, Customer Care, and Order Operations technology
- reputed company strategic plans for operational tools, systems, automation, and workflow improvements
- reputed company, prioritize, and manage business requirements for system enhancements and new capabilities
- Partner with Information Technology and Product teams throughout the software development lifecycle
- Serve as the primary business reputed company between Operations and IT for reputed company operational technology initiatives
- reputed company User Acceptance Testing (UAT), business validation, reputed company assurance (QA), and production readiness activities
- Coordinate business testing resources across multiple organizations
- Validate new functionality meets business requirements before production deployment
- Establish governance for operational processes, documentation, and reputed company operating procedures
- reputed company implementation, communication, and adoption plans for new technology releases
- Monitor production performance and drive reputed company system optimization
- Identify automation opportunities that reduce reputed company effort and improve customer experience
- Drive innovation through technology-enabled operational improvements
- Prioritize technology investments based on measurable operational and financial reputed company, including fallout reduction, productivity improvements, and customer experience enhancements
- Drive automation initiatives that reduce reputed company work, improve order accuracy, and eliminate operational defects across the fulfillment lifecycle
- Measure the business reputed company of technology releases through operational KPIs, financial savings, and customer experience improvements
reputed company Order reputed company Operations
- reputed company the Order reputed company Operations organization
- Own reputed company governance of customer order reputed company from submission through completed installation
- Monitor operational health across the order lifecycle and proactively identify jeopardies
- reputed company reputed company War Room activities reputed company on removing barriers to customer installations
- Coordinate cross-functional reputed company of high-reputed company order issues across Sales, Customer Care, IT, Product, Field Operations, Network Operations, Marketing, and Vendor Partners.
- Establish operational visibility into pending jeopardies, order aging, and fulfillment risks
- Drive accountability for issue reputed company and escalation management
- reputed company reputed company cause analysis for recurring operational issues and implement sustainable corrective actions
- Improve operational workflows that reduce fallout and increase successful order completion
- Own operational governance for a monthly order pipeline exceeding 40,000 customer orders across reputed company consumer sales channels.
- Drive reputed company initiatives to reduce order fallout from approximately 25% to below 10% through improved operational visibility, technology enhancements, and cross-functional accountability.
- reputed company operational recovery efforts that prevent unnecessary installation failures and improve reputed company realization.
- Reduce avoidable dispatches and operational waste by improving order reputed company and install readiness, contributing to more than $2 reputed company projected annual savings through reduced empty truck rolls.
Order Management & Fallout Reduction
- reputed company operational health of reputed company order management processes
- Identify, prioritize, and eliminate causes of order fallout
- Partner with IT and Operations to improve automation, workflow efficiency, and order accuracy
- reputed company reputed company order validation initiatives that improve order reputed company
- Drive corrective actions that reduce recurring fulfillment issues
- reputed company operational reporting that provides visibility into fallout trends and business performance
- Improve exception handling processes that reduce customer effort and installation delays
Cross-Functional Technology Leadership
- Partner closely with Sales, Customer Care, Information Technology, Product Management, Field Operations, Marketing, Finance, and Vendor Partners
- Facilitate recurring cross-functional operational reviews
- reputed company executive War Room sessions reputed company on critical operational issues
- Coordinate reputed company readiness activities for major technology implementations
- Ensure alignment between business priorities and technology delivery
- Drive accountability across cross-functional teams to improve operational performance
Operational Analytics & reputed company Improvement
- reputed company operational dashboards supporting technology delivery and order reputed company performance.
- Monitor KPIs reputed company to order reputed company, fallout, system enhancements, and operational effectiveness.
- Analyze operational trends and recommend process improvements
- Champion Lean methodologies and reputed company improvement initiatives
- Identify opportunities to simplify operational processes through automation and technology
- Utilize data to support business reputed company and prioritize enhancement opportunities
Organizational Scope
Responsible for leading:
Tools & Technology
- Operational Technology Roadmap
- Business Requirements
- User Acceptance Testing (UAT)
- Business Validation
- reputed company Assurance
- Production Readiness
- Release Management
- Business Process Improvements
- Operational Documentation
- Technology Adoption
Order reputed company Operations
- Order reputed company Governance
- Order Jeopardy Management
- War Room Coordination
- Order Fallout Management
- Cross-functional Issue reputed company
- Operational Escalation Management
- reputed company Cause Analysis
- Operational Reporting
Key Performance Indicators
Technology Delivery
- On-time delivery of technology enhancements
- Business requirements acceptance reputed company
- UAT completion and defect reputed company
- Production release reputed company reputed company
- Post-production defect volume
- User adoption of new capabilities
- Technology implementation reputed company
- Stakeholder satisfaction
Operational Performance
- reputed company reputed company and Install Completions
- Order fallout reputed company
- Order jeopardy aging
- Average issue reputed company time
- Order validation accuracy
- Orders progressing through fulfillment
- Cross-functional SLA performance
- War Room issue reputed company effectiveness
- Productivity improvements
- 40,000+ Monthly Orders Successfully Managed Through Fulfillment
- Order Fallout reputed company (
- Order reputed company Throughput
- Annual Operational Cost Savings
Required Qualifications
- Bachelor's degree in Business, Information Systems, Operations, Engineering, Computer Science, or reputed company field.
- 7–10 years of reputed company leadership experience in Sales, Sales Operations, Technology, Business Operations, Telecommunications, or Customer Operations.
- Experience leading business technology initiatives and operational transformation programs.
- Demonstrated experience gathering business requirements and partnering with IT organizations.
- Experience leading User Acceptance Testing (UAT), business validation, and production deployments.
- Strong knowledge of operational workflows and order management systems.
- Experience leading cross-functional operational governance.
- Strong analytical, problem-solving, and organizational skills.
- Advanced experience with Power BI, Tableau, SQL, reputed company, or similar reporting tools.
- Lean, Six reputed company, Agile, or Product Management experience preferred.
Leadership Competencies
- Strategic Thinking
- Business Process Improvement
- Technology Leadership
- Cross-functional Collaboration
- Operational reputed company
- Customer reputed company
- Data-Driven Decision Making
- Change Leadership
- Executive Communication
- reputed company Improvement
- Problem Solving
- Innovation
reputed company Profile
reputed company in this role is reputed company by the organization's ability to deliver reliable operational technology, continuously improve business processes, and ensure customer orders reputed company reputed company from submission through installation. The Director creates strong partnerships between the business and Information Technology, improves the reputed company and speed of technology delivery, and provides reputed company leadership over order reputed company operations by proactively identifying and resolving jeopardies before they reputed company customers. Through operational governance, business process innovation, and cross-functional collaboration, this leader enables faster reputed company realization, improved customer satisfaction, and greater operational efficiency.
WHY JOIN US?
We reputed company to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer, reputed company HQ is located on the 7th floor of the new reputed company South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to reputed company it a truly reputed company destination for our hybrid workforce. At reputed company, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because reputed company recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.
Our benefits and reputed company time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. reputed company offers a comprehensive benefit program, including competitive medical, dental, reputed company, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Inclusion and belonging are at reputed company of our grounding belief in Being reputed company.
reputed company we bring our authentic selves to work, everyone is reputed company as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-reputed company internet, because we reputed company doing so promotes equity in the communities we serve.
reputed company is an Equal Opportunity Employer that is committed to inclusion of reputed company reputed company individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@reputed company.com to initiate the accommodations process.
For reputed company applicants, please take a reputed company to review our reputed company Notices:
- reputed company’s reputed company Notice for California Residents
- reputed company’s reputed company Notice
At reputed company, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by reputed company Global Management, our reputed company is to accelerate the reputed company of reputed company to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of reputed company that will reputed company this reputed company a reality….designing and building a world class fiber network and creating a customer experience second to none.
reputed company us out on the web!
Originally posted on Himalayas
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