The Vice President of Communications Desk and Outage Management is responsible for the strategic development, implementation and operation of the Customer Operations Communications Desk, Outage Management and Corporate/Executive Escalations Teams. This role will formulate new, and improve existing processes while leading day-to-day operations of these groups. The role also has responsibility for assessing, developing, and implementing business process improvements that address limitations of, or challenges to, providing exceptional customer service. The scope of this role includes the 24x7x365 leadership of operational and support teams that monitor and respond to customer impacting events, in real-time.
MAJOR DUTIES AND RESPONSIBILITIES
Leads team to create processes to identify systemic issues based on customer related data. Ensures notification to relevant operational and corporate groups before, during, and after outages and other service-affecting issues, anywhere in Charter 's service area.
Leads the communication process related to EVP/COO/CEO level customer impacting events (Executive Notifications).
Partners with the Network Operations, Field Operations, Customer Service, and Product teams to ensure proper escalations and communication of all customer facing issues.
Develop and implement processes for tracking, escalating, resolving, and reporting issues affecting Customer Service, as well as external customer-affecting issues for all Charter Communications products & services.
Develop and implement a process, through engagement of product and service owners, to determine root cause and resolution of all escalations prior to final approval for resolution.
Leverage product/service knowledge to assist Customer Operations in leading a quantifiable reduction in the number of corporate escalations.
Leads processes and teams responsible for planning and coordinating activities required to Detect, Declare, Deflect, Restore and Report on the Outage Management process.
Builds and designs comprehensive analytics targeted to provide intelligence on the cause of complaints and outages, trends, and areas of opportunity.
Responsible for the process of "Incident Management" from when the incident occurs through resolution.
Business Process Improvement
Identify and recommend improvement opportunities in Customer Service through review of performance, activities, roles and responsibilities, policies, procedures and supporting technology.
Lead the development and strategy of data-driven insights to drive continuous improvement and create proactive initiatives designed to mitigate drivers of customer calls.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Exceptional communication skills with strong executive writing and presentation skills.
Understand operational business issues across the enterprise to analyze root causes of escalations and resolutions.
Ability to interpret issues, data, and trends across all business units and make sound recommendations based on business intelligence.
Ability to provide feedback and guidance as needed to peers, and senior executives, to ensure all business owners are aligned in the resolution of escalations and outage-related incidents.
Excellent analytical and problem solving skills, with attention to detail
Ability to translate product knowledge to identify root cause issues and drive to resolution
Passionate about the customer experience and our reputation with our customers
Must be self-motivated and results-driven
Proven track record of solving complex business problems
Strong business planning and forecasting skills
Ability to align systems, programs, and people with the company strategy and culture
Ability to think strategically and to lead large change initiatives
Proven leadership and mentoring skills
Ability to foster teamwork and build a strong culture of collaboration
Bachelors Degree in related discipline. Masters Degree preferred.
Related Work Experience
12+ Years of Cable/Telecommunications Industry or Related Leadership Experience
10+ Years of Management Experience
Travel as required