Director of Readiness

Job Summary

The Director of Operational Readiness is responsible for leading strategic, operational, and technical improvement initiatives within Customer Care while ensuring adoption from frontline/support groups. This role requires experience within project management, process improvements, and operational readiness. 
We are seeking a dynamic Leader with strong business acumen to help drive impactful initiatives for improving operational efficiencies, business performance, and customer experience. As the Director of Operational Readiness, you will play a pivotal role in leading and planning cross-functional projects from initiation through execution while ensuring outcomes contribute effectively to organizational objectives.
The ideal candidate must have a passion for developing and implementing transformative changes, operational improvements, and customer-centric strategies. Partnering with CX, WFM, IVR, Tooling, Training, QA, Operations, and Reporting; this role will influence business teams on analyses, insights, deliverables, and reporting to enhance operational capabilities and ensure profitability and customer satisfaction.

Responsibilities

•    Project Management
o    Develop roadmap of improvement initiatives to align with organizational pillars, goals, and values. 
o    Lead cross-functional projects from initiation through execution with high quality results.
o    Develop and manage project plans for scope, goals, schedules, cost, resources, risks, and issues.
o    Drive operational action plans. 
o    Communicate project status, milestones, and outcomes to all stakeholders.
•    Process Improvements 
o    Utilize data-driven insights to identify opportunities for improving operational efficiencies, business performance, and customer experience. 
o    Drive change recommendations to policies, processes, and procedures to help streamline/automate tasks. 
o    Develop innovative solutions addressing business gaps and customer pain points within CX, WFM, Call Routing, Tooling, Training, Knowledge Management, QA, & Reporting.
o    Operationalize process improvements to align business objectives and KPIs. 
•    Operational Readiness
o    Foster a team culture of continuous improvement that encourages innovation and embraces change. 
o    Lead strategic, operational, and transformative improvements within Customer Care while ensuring adoption/readiness from the frontline/support groups. 
o    Support stakeholders through the necessary changes to ensure seamless execution while minimizing disruptions to ongoing operations. 
•    Cross-Functional Collaboration
o    Collaborate with cross-functional stakeholders (CX, WFM, IVR, Tooling, Training, Knowledge Management, QA, Operations, and Reporting) to foster a culture of customer-centricity. 
o    Build strong relationships to drive collaborative efforts toward improving operational effectiveness.
o    Solicit feedback in defining requirements, planning deployment strategies, and managing project expectations.
•    Performance Metrics
o    Establish key performance indicators (KPIs) to assess effectiveness of improvement projects, ensuring alignment with strategic objectives and customer-centric outcomes.
o    Coordinate reviews to evaluate performance and perform data-driven adjustments, as necessary. 
•    Leadership Communication
o    Create and deliver effective communications and presentations. 
o    Provide status updates to leadership on improvement projects, accomplished milestones, and focus areas. 
o    Present insights and recommendations in a clear and concise manner to enable informed decision-making.

Qualifications

•    Bachelor’s degree in Business, Operations Management, Engineering, or related field; Master's degree a plus
•    10+ years of demonstrated leadership capabilities within Ops Management, Project Management, Process Improvements, Customer Experience, Change Management, Quality Assurance or related roles within telecommunications or similar industries. 
•    7+ years of Project Management responsibility, with demonstrated success in planning, resource management, and risk management from project Initiation through Execution 
•    Extensive experience in cross-departmental collaboration. 
•    Continuous improvement mindset with a passion for developing and implementing customer-centric strategies.
•    High intellect and strong business acumen with analytical capabilities to help identify gaps, patterns, and actionable insights.
•    Results oriented leader with ability to resolve competing interests and complex issues.
•    Proven people management skills with direct/indirect responsibility in managing cohesive, high-performing teams.
•    Exceptional written/verbal communication skills
•    Effective interpersonal, collaboration, and influencing skills with stakeholders at all levels.
•    Exceptional skills in developing and leading effective executive presentations 
•    Expert proficiency in Microsoft Office (PowerPoint, Excel, and Word)
•    Proficiency in project management related tools (i.e., Microsoft Project, Smartsheet) a plus
•    Experience with project management methodologies (i.e., Waterfall, Agile) a plus
•    Experience in process improvements and process management related tools (i.e., Viso) a plus
•    Professional training/certification in Project Management or Process Improvements (i.e., Six Sigma, Lean) a plus