Director of Customer Service Operations Readiness

Company Name:
Cablevision Systems Corporation
Are you driven by what's next? Become a Cablevisionary.
We are looking for Cablevisionaries who always keep the customer first in mind, who insist on continuing to learn every day, who thrive in a highly collaborative work environment and who when presented with a challenge, don't quit until they find a solution.
The Director of Customer Service Readiness Operations will be responsible for managing the Operational Analysis, Knowledge Management, and Training Support functions for the Customer Service operations. The Director is responsible for implementing and maintaining a standard methodology for managing knowledge content and delivery of required training within the Customer Service organization, based on industry best practices. Additionally, the Director focuses on developing a library of templates/scripts to leverage during interactions with our customers in a multi-channel environment. The Director of Customer Service Readiness Operations will oversee project coordination for key initiatives that impact the Customer Service organization.
o Bachelors degree in Business, Communications, Marketing, MIS or similar technical degree with proven writing skills preferred.
o PMP Certification, Six Sigma Black or Green Belt a plus
o 10+ years of professional experience in either technical Writing, Communications, Marketing, Customer Service, or Information Systems.
o 10+ years of experience managing multimedia communications programs from end to end (i.e. intranet, video, print communication, etc).
o 8+ years of experience managing within large operational organizations, in a fast-paced, changing/evolving telecommunications organization.
o Minimum of 5 years of experience in web technology, video production, writing, editing, and marketing in a managerial role.
o Proven project management, process management, and operations management skills with demonstrated ability to handle multiple project assignments simultaneously. Experience in organizing, planning and executing large-scale technical projects from conception through implementation, involving internal personnel, contractors, and vendors; ability to analyze project needs and determine resources needed to meet objectives.
o Full SDLC with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology.
o Experience in business process re-engineering or process improvement desirable, involving broad-based information systems and utilizing tools and techniques to effect business change.
o Experience creating, justifying and managing large multi-million dollar operating budgets.
We are an Equal Opportunity Employer and maintain a drug-free and smoke-free workplace.
Please go to jobs.cablevision.com and look for req# 23384BR to apply for this exciting opportunity.

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