Senior Director- Frontline Tools Position Available In Nassau, New York

Job Description:

We are Optimum, a leader in the fast-paced world ofconnectivity, and were on the hunt for enthusiastic professionalsto join our team! We understand that connectivity isnt just aluxury anymore – its a necessity that empowers lives, fuelsbusinesses, and drives innovation. A career at Optimum means youllbe enabling progress and enhancing lives by providing reliable,high-speed connectivity solutions that keep the world connected. Weowe our success to our amazing product, commitment to our peopleand the connections we make in every community. If you areresourceful, collaborative, team-oriented and passionate aboutdelivering consistent excellence, Optimum is the Company for you!

We are Optimum! Job Summary Customer Experience is our bestproduct. We are redefining the customer journey, sharpening ourfocus, improving our process, policies, and tools, and increasingour use of integrated digital strategies to exceed both thecustomer and the agent experience. We are investing in expandingour dynamic team to measure differently, simplify our interactions,proactively engage in innovation outreach, and equip our employeeswith tools to successfully implement processes, procedures andactivities that will elevate the end-to-end customer experience. Aspart of a company-wide effort to continually improve the customerexperience, the Agent Tools group is dedicated to transforming theagent experience and deliver business efficiencies. The Sr.

Director of Agent Tools, Product Management will report to the VPof Digital Self-Serve & Tools and is expected to lead in thestrategic planning, end-to-end solution design, and implementationof our strategic initiatives and tools transformation investmentsin new frontline tools. This role will be responsible for engagingwith all areas of Altice USAs businesses to identify opportunitiesfor improvement and create efficient processes and tools in supportof first call resolution, repeat call reduction, revenue growth,churn reduction, streamlined agent tool experience and overallcustomer experience transformation. Responsibilities Supportdevelopment of holistic frontline tools strategy focused onevolution of toolsets aligned with business growth, new techdeployment and improvement in CX. Conduct data analysis to uncoverroot causes and assess ways to more efficiently resolve customerissues through tools. Conduct future state process mapping focusedon delivering the best workflow across troubleshooting, accountmanagement, and billing areas. Acts as the key interaction pointacross all tools transformation initiatives with internal andexternal stakeholders across various organizational levels.

Identifies new opportunities for the enhancement and maintenance ofnew AI tools tied to upsell and cross-sell opportunities. ProducesCustomer and Agent experience process and tools gap analysis andoptimization. Tracks and manages against key KPIs across all Caretools; provides weekly readouts on key measures of success.

Conducts regular touchpoints with BPOs and internal call centers aspart of the feedback loop for tools opportunities. Manage a team oftools product managers focused on the delivery of toolscapabilities. Apply analytical skills to troubleshoot issues,identify root causes, and recommend solutions to problems that maycome up during a typical project implementation. QualificationsBachelor’s degree in business administration, Product Management,Business Process Improvement, or other related field or equivalentwork experience Minimum 15 years of related experience Strongbackground in Lean, or Six Sigma preferred Work experience inhi-tech and/or cable/telecom Analytical and business transformationmindset Proven track record of driving operations efficiency andenhancing the customer experience leveraging cross functionalpartnerships and implementing target tools improvement strategiesAdept at strengthening team culture in support of tools improvementinitiatives that translate into improved agent and customerexperience and ultimately customer loyalty Successful in allaspects of leading teams, staff support, growth and development,managing large scale projects Experience working in a matrixorganization with the proven ability to influence at all levels ofthe organization Success in driving organizational change via Agilemethodologies and a proven track record of overcoming challenges toachieve goals Strong process and data analytics acumen, anddemonstrated ability to apply data analysis to make decisions AtOptimum, were fueled by our four core pillars: Taking Ownership,Upholding Transparency, Creating Community, and DemonstratingExpertise. Our commitment to empowering employees to takeresponsibility and embrace proactive problem-solving underpinsTaking Ownership. Upholding Transparency is at the core of ourculture, with open and honest communication fostering trust amongour dedicated team and loyal customers. Creating Community is morethan a goal; its our daily commitment to fostering an environmentof collaboration, innovation, and positivity. Demonstratingexpertise is a promise we uphold through continuous learning andengagement with our customers to consistently deliver top-qualityproducts and services. These pillars not only shape our culture butdefine Optimum as a place of excellence, trustworthiness, andthriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on athrilling career, seize this opportunity today, and join ourwinning team, so together, well shape the future of connectivity.

All job descriptions and required skills, qualifications andresponsibilities for a particular position are subject tomodification by the Company from time to time, in the Company’sdiscretion based on business necessity. We are an Equal OpportunityEmployer committed to recruiting, hiring and promoting qualifiedpeople of all backgrounds regardless of gender, race, color, creed,national origin, religion, age, marital status, pregnancy, physicalor mental disability, sexual orientation, gender identity, militaryor veteran status, or any other basis protected by federal, state,or local law. The Company collects personal information about itsapplicants for employment that may include personal identifiers,professional or employment related information, photos, educationinformation and/or protected classifications under federal andstate law. This information is collected for employment purposes,including identification, work authorization, FCRA-compliantbackground screening, human resource administration and compliancewith federal, state and local law. This position is identified asbeing performed in/or reporting to company operations in New YorkState. Salary ranges are supplied in compliance with New York Statelaw. Pay is competitive and based on a number of job-relatedfactors, including skills and experience. The starting payrate/range at time of hire for this position in the posted locationis $161,186.00 – $230,265.00 / year. The rate/range provided hereinis the anticipated pay at the time of hire, and does not reflectfuture job opportunity.