Manager Agent Tools

The Optimum Customer Experience team is seeking a Manager for our Agent Tools team. This entails digital tools, applications, and experiences within our call centers across the world that sell and service our Optimum line of products.

Being Product and Service Design minded are table stakes, but you'll also need a mastery of soft skills that help you lead multiple work tracks, and successfully build relationships with stakeholders while shipping features & products.

You live and breathe great experience solutions. As a Manager with the Agent Tools team, you're responsible for maintaining and enhancing our end-to-end agent experience, utilizing user-centered expertise to work closely with internal and external lines of business:

• You'll work with our team to establish overall day-to-day continuity and consistency across the agent journey with an emphasis on interactive service design, functional/technical specifications, documentation, and innovative user experience.
• A passionate problem-solver, you'll also analyze data to enhance usability, optimize the user experience, and continually improve the performance of both established and new tools and experiences.
• In addition to exuding leadership behavior, you'll be expected to work alongside teams and your Senior Director to ensure that operational plans are results-oriented and aligned with business goals.
• You will contribute to functional strategy development and may lead and mentor one or more groups of professional employees.
• Your passion for great user experience is contagious.

• Ability to define and implement customer centric solutions, institute rigor and consistency around implementation, as well as drive success-based metrics for assigned project initiatives.
• Have skills necessary to present and discuss technical, functional and management information concisely that explains complex topics, is persuasive and promotes consensus.
• Working knowledge of formal project management methodologies and their implementation.
• Understands business initiatives, to deliver solutions and provide recommendations regarding in support of business objectives.
• Has the ability to innovate and evaluate at a senior level, thinking strategically across multiple platforms.
• Takes proactive initiative on all projects with a strong sense of ownership; emulates curiosity and innovation, instills trust in others.
• Prepares functional and technical requirements for new systems and updates to existing systems.
• Ability to develop functional and operational test plans.
• Perform testing and coordinate UAT testing cycles with operations.
• Demonstrates ability to thoroughly research subjects to support project work.
• Defines business process and translates high level business requirements into detailed functional and technical design documents.
• Work with vendor development teams to ensure results conform to defined requirements.
• Participates on cross-functional teams to develop use case scenarios that support product requirements.

• Bachelor's degree required
• Six Sigma Green Belt preferred / Black Belt nice to have
• Prior experience in customer experience (CX) roles with exposure to Troubleshooting flows design and delivery a strong plus.
• Understands the design process in modern software organizations (problem statements, design hypotheses, sketching, wireframes, click-throughs, high fidelity mocks, prototypes of all levels of fidelity)
• Adobe, Figma, Miro experience preferred.
• Previous telecom experience is strongly preferred.
• Knowledge of agent tools and Industry benchmarks for any guided workflows is strongly preferred.
• Attention to details with strong design and documentation skills in Visio (or other) is strongly preferred.
• Working knowledge of BPM, PM, & Agile methodologies preferred.
• Background in QA, best practices for testing and validating process.
• Project experience analyzing data to make business recommendations.
• Experience with executive presentations (Powerpoint or Keynote)
• Has existing knowledge and/or hands on experience with Altice products and systems.