Process Manager IV - CS

Atlanta, Georgia
May 24, 2019
Project Management
Metro Area
Full Time

Role Summary


Communications, Inc. is seeking a Process
Manager IV who is an authority in process
management, process improvement, and process driven systems business
The ideal candidate is recognized as a subject matter expert and
is typically assigned to larger, highly complex projects requiring independent
decision-making and operates with extensive latitude for independent judgment
within operational parameters. The role leads & partners with
cross-functional teams and stakeholders on ideas and solutions that impact
operational results and provides mentorship and guidance to team members and
associates and provides influence and leadership to cross-functional teams and
other stakeholders on ideas and solutions that impact industry and/or corporate
results.  The Process Manager may provide
structure and guidance to contractors or employees on a project or temporary
basis.  This individual exhibit authority
with respect to process project development, team interactions, business
strategy insights, process efficiency, and process quality assessment.  Must have the ability to deliver results by
working through other team members while garnering the respect and trust of individuals
on the team.   This position may also
have regular interaction and/or represent department with cross function
executive level leadership and requires the individual to have the ability to
understand and identify short/long term ramifications of process
decisions.  Typically manages a team of
Managers or a complex cross-functional matrixed team; provides mentorship and
guidance to team member and associates. 


Note:  This job can sit in Atlanta, Kansas, Las
Vegas or Arizona.


continuous and visible leadership for medium
to large size and scope current and future end-to-end (E2E)  process improvement and quality-related
initiatives; Accountable for and serves as an authority on various aspects of
an initiative including: research, launch, customer experience design,
financial and operating metrics, and process roadmaps; Recognized as subject
matter expert (SME) on a spectrum of processes and quality improvement
protocols; Leads medium to large cross-functional teams by example
demonstrating passion and drive to satisfy customer needs and optimize customer
experience through quality improvements to internal organization processes and


position may support design iterations/testing, and hyper-care/adoption to a
new operating platform which impacts operating processes, customer experience,
and core systems and tools for the organization.  Focuses on the human,
organizational and value stream aspects of business processes and their
transformation. Leads the current state and to-be design of the enterprise's
overall process structure, including creating a process hierarchy that
streamlines processes and eliminates redundancy. Establishes process-related
policies, standards, governance and methodologies to enable the business to
seamlessly adopt a process culture.  Ensuring the health of the processes
– including agreement to change and standardize by functional area and
region.  During the development of both “As-Is” and “To-Be”, serve as a
conduit for functional leaders to voice input. 


Responsibilities and Essential Functions may
include the following:


Plan and coordinate functional area (Inbound Sales, Digital,
Direct Sales, Customer Care, various escalation points, etc.) interviews for
Residential and Cox Business (CB)

Lead the documentation of “As-Is” and “To-Be” processes and tools
along with functional requirements – Level 4

Measure and document process time for all functional areas.

Manage and review allocated budget and actual spend for quality
and E2E process improvement activities.

Is seen as a recognized leader and authority in the organization
in a broad process group or in a narrow but specialized process.

Is consulted by associates and others with a high degree of
reliance placed on his/her interpretations and advice.

Plans, performs and implements process improvement and/or change
management initiatives.

Develops policies, methods and procedures to supporting and
lending to improvement of business processes and in support of change

Ensure that changes are deployed in a
consistent, timely fashion that manages the risk of change, minimizes
disruptions to the target environment, and provides a framework to ensure that
changes are successfully implemented

Researches best business practices within and outside the
organization to establish benchmark data.

Analyzes and measures the effectiveness
of existing business processes and develops sustainable, repeatable and
quantifiable business process improvements.

Develops and authors methods and
procedures / job aides, processes and other formalized documents based on
business requirements.

Determines how new information
technologies can support reengineering business processes.

Develops metrics that provide data for
process measurement, identifying indicators for future improvement
opportunities. Diagrams and evaluates existing processes.

Measures performance against process

Organizes, leads and facilitates cross-functional project teams.

Interact with customers and employees to understand the true needs
and requirements for a future state – while challenging senior leadership /
SMEs to “lean out” processes to reduce cost and streamline the customer journey

Collects and evaluates operational, service, and performance data
from “best in class” companies to identify opportunities to enhance the overall

Build and manages detailed project plans to ensure the team meets
key deadlines associated with the business integrator’s needs – a delay in the
program will greatly impact the overall budget. 
Provide weekly communication of all milestones, accomplishments,
and  plan.

Analyzes new business requirements and identifies the most
effective approach and resolution to issues.

Provide documentation of benefits along with assigned


Work in an agile IT environment to ensure lean processes and
customer experience is maintained through the development/configuration of the

Drive “Fix Now” opportunities – work with regional/local teams to
pilot/implement/control process changes

Develop Leadership and Key Stakeholder Alignment Document –
including timelines and organization impact

Stakeholder Engagement and Management Plan (including Assessment
Analysis, Action Plan, and Predictive Analysis)

Develop training and adoption material to support Go-Live and Hypercare

Drive implementation of desired “to-be” process including customer
experience and the “new way of working” within the process (RACI, Workflow,
etc…), policies (Payment schedule changes, customer contracts, etc..), and
system (System currently under review)

Conduct communication by regional on implementation/adoption plan

Development of metrics to track process adoption and compliance by
region/functional area

Ensure efficiency gains envisioned in the “to-be”, become a
reality, and the associated benefits are realized.





or more years of work experience

or more years of process experience (i.e. utilizing a known Process Improvement

Strong knowledge of MS Word, Excel,

Process mapping experience

Six Sigma Green
Belt and Black Belt Certification

Executive Presence with the
ability to present to leaders of various levels across the organization

Fact Based Analytics Decision Making, Facilitation, Leadership, and Project Management

Demonstrated problem solving skills
and ability to identify root cause  

interpersonal, leadership, presentation, and collaborative skills to work
effectively with teams throughout organization





BS/BA degree in related
discipline strongly preferred

Advanced degree preferred

3 or more years of experience in
a management role preferred or leading cross-functional projects preferred.

Visio experience strongly

may be required on average from 10% to 15%, but could be as high as 75%, as
business dictates, to and from Atlanta and all Cox locations for team
collaboration meetings, meetings with Senior Leadership and/or training
opportunities when Telepresence facilities are either not available or conducive
to the work effort involved.


About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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