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CenturyLink Sr Mgr Operational Support in APOPKA, Florida

About CenturyLink

CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

Job Summary

Key member of the Consumer Repair Ops Transformation management team to enhance our Digital Channels platform across all consumer and small business customer contact points. This team will be responsible to develop, integrate, deploy and manage key self-service automations for customers across multiple mediums.

Job Description

  • Lead team responsible for improving the customer experience and reducing operating costs by delivering customer facing self-help solutions.

  • Develop and manage the roadmap for functionality integration with respect to IT hours and budget Coordinate with IT, Process Team and Center Operations on E2E release management (development, UAT, Pilot & Production deployment).

  • Coordinate with Digital Collaboration team for Notifications, SMS, Mobile App, IVR, Chat & Chatbot continuous evolution.

  • Coordinate with automation teams for automated solutions.

  • Develop and grow a top-performing team including the job posting and interview process.

  • Manage various internal and external IT teams to develop and deliver on program initiatives.

  • Coordinate with leadership, Center and Field Operations regional teams to identify, quantify, and prioritize opportunities to drive direct OPEX or capital savings back into the organization.

  • Manage a direct report team of diverse skillsets and abilities, including all Success Factors requirements.

  • Develop comprehensive business cases that detail the cost / benefit analysis of proposed transformation initiatives to help drive product and program strategy.

  • Develop operational proposals detailing end-to-end solutioning, including but not limited to financial analysis, flow diagrams, end user experience wireframes, and process highlights.

  • Provide clear and concise project updates at the client and Sr. Leadership levels.

  • Develop and maintain the Repair Ops Transformation Digital Channels Playbook, compiling, organizing and updating program statuses, results and roadmaps. Stay current with industry trends and third-party vendors for prospective solutions to business challenges.

Qualifications

  • Transformational mindset

  • Detailed knowledge of contact channels

  • Ability to identify business challenges and provide operationally acceptable solutions

  • Detailed knowledge of Operations processes, procedures, systems and daily required functions for the various regions

  • Strong working knowledge of Service Assurance, Service Delivery processes and systems

  • Ability to manage a diverse direct report team in knowledge and abilities to drive business savings

  • Excellent written and oral communications skills, ability to write executive-level communications that are concise, articulate, and professional

  • Proficiency in Microsoft Office, especially Excel, PowerPoint & Word Knowledge and ability to go from concept to a fully operationalized solution utilizing official CenturyLink approvals and project processes

  • Ability to drive cross-functional teams toward common goals to deliver business savings

  • Highly organized and professional, with the ability to prioritize and manage multiple tasks simultaneously Works effectively within tight deadlines and firm schedules Exhibits good business judgement with the ability to overcome obstacles and think strategically to solve business problems

  • Experience or detailed knowledge of HSI, Fiber, Voice and Video products.

  • Additional knowledge in the following areas:

Artificial Intelligence

Machine Learning

Automation

Business Transformation

Change Management

Chatbot Implementation

Conversational Design

Continuous improvement

Digital Experience

E2E Customer Journey

Omnichannel Experience

Process Improvement

Systems Management

Strategic Planning

Technology Enablement

  • Education Bachelors or Equivalent. Minimum 5 years as an Operations Manager/ Staff Support

Alternate Location: US-Florida-Apopka

Requisition # : 217235

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

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