Manager Agent Tools-Troubleshooting

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Altice Customer Experience team is seeking a Manager for our Agent Tools team focused on our device & connectivity troubleshooting experience. This entails current and future capabilities supporting our frontline members ability to quickly diagnosis and resolve customer issues.
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.
• You'll identify customer & agent problem statements to drive results that solve customer needs, wants, and issues
• You will collaborate with tech partners to build features, share context, and drive outcomes through agile principals
• You will create scalable, reusable capabilities to solve complex, white-space gaps and opportunities
• Your passion for great user experience is contagious.

Responsibilities

• 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.

#LI-VW1
Qualifications

• 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
• Service Design background and experience a strong plus
• Ability to connect backstage systems to frontstage experiences

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $96,020.00 - $153,632.00 / year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
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