Sr. Manager, Change Management & Analysis

Description Provider of satellite entertainment programming to U.S households Thanks to the abilities and innovative thinking of our employees, DIRECTV has provided a superior alternative to cable since 1994.  We are the nation's leading satellite television service provider, offering digital satellite television entertainment delivered to homes, airports, hotels, restaurants, hospitals, office buildings, airplanes, automobiles and portable electronics.  Over 17 million subscribers in the United States enjoy industry-leading customer satisfaction (which has surpassed cable for seven years running) and access to over 250 channels of 100% digital picture and sound.  We offer the most comprehensive collection of sports programming available, a wide-range of international programming, and original programming including the Championship Gaming Series.   Our customers have enjoyed DIRECTV's unprecedented expansion of HD services - and soon we will have the capacity to offer over 150 national HD channels. Our innovations have led to Emmy^® Awards and hundreds of filings for US patents as we introduce new must-have technologies into the TV viewing experience.    We make a commitment to challenge, inspire and reward the people who make the DIRECTV vision come to life - Come join our winning team!
 
This position is located at our Englewood, CO office.
  
  The Sr. Manager, Change Management & Analysis will be responsible for managing DIRECTV's cross functional change management process.  This process will include identification of service and process failures, coordination of root cause analysis and delivery of process, policy and service recommendations designed to drive operational efficiency and improve customer satisfaction.    This role will initially focus on operational enhancements across DIRECTV's Customer Care, Field Services and Supply Chain Management organizations.  The candidate for this role will be required to have keen analytical skills, systems knowledge and outstanding interpersonal capabilities.  Duties include, but are not limited to:
 

• Manages direct reports that conduct root cause analysis and follow-up investigations by extracting, tracking, and analyzing site performance and quality metrics data across departmental lines of business.
• Develops metrics for process management that measures performance against process requirements and establishes credible and highly quantitative analytics processes to be used in the identification, assessment and analysis of process, policy and service failures.
• Partners with all organizations across the DIRECTV enterprise to gain access to information and acceptance to effectively drive operational improvements.
• Cross relates multiple sources of data from internal and external sources as the basis for the root cause analysis; incorporate process and IT systems flows wherever possible.
• Delivers comprehensive studies which include clearly stated objectives, analysis findings and specific and measurable actions. 
• Manages/facilitates cross functional meetings and effectively communicates process improvement objectives. 
• Other duties as assigned.

Requirements

• Bachelor's degree in Accounting, Finance, Information Technology or related field required; eight (8) plus years business experience in analyzing data, developing numerical and graphical reporting, and working with complex multi-user databases.  MBS and/or expertise in quantitative disciplines (e.g. TQM or Six Sigma) a plus.
• Must have strong analytical skills with proven ability to relate multiple data points in arriving at a conclusion. 
• Must have applied knowledge of business reporting principles, strong knowledge of business measurement theories and tools, and excellent analytical skills.
• Must have excellent computer skills including Microsoft Office (e.g., Access, Excel, and PowerPoint); relational data base knowledge a big plus. 
• Must have excellent communication skills, both verbal and written.
• Must be a self-motivated individual and team oriented.
• Must have excellent interpersonal, presentation, and facilitation skills.
• Must have proven ability to be able to communicate and collaborate cross functionally with all levels of the organization, multiple  cross-functional groups, and diverse personalities.
• Must be able to work in a dynamic team environment.
• May require up to 25% travel and the ability to expense travel costs prior to reimbursement.

DIRECTV is an Equal Opportunity Employer