New

Business Process Design & Improvement Manager

Cox Communications
$90,100.00 - $150,100.00 / yr
parental leave, paid time off, paid holidays, sick time, 401(k)
United States, Rhode Island, West Warwick
9 JP MURPHY HWY (Show on map)
Apr 02, 2025
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 Primary Responsibilities and Essential Functions Lead the design and implementation of business processes that enhance customer experiences. Serves 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. Supports 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. Qualifications: Minimum 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) The right candidate could also have a different combination, such as a master's degree and 4 years of experience or 10 years of experience in a related field Excellent skills in written and verbal communications, team leadership, collaborative work and delivering in a high-pressure work environment needed to work cooperatively with teams throughout organization 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. Preferred 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. USD 90,100.00 - 150,100.00 per year Compensation: Compensation includes a base salary of $90,100.00 - $150,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for 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. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. About Cox Communications Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.