Process Manager I

Atlanta, Georgia
Sep 11, 2019
Project Management
Metro Area
Full Time

Cox Communications is the largest
private telecom company in America, and we proudly serve six million homes and
businesses across 18 states. At Cox, we are committed to creating meaningful moments
of human connection, not only with our products and services, but also with our
career opportunities. Come connect with us, and lets build a better future

Role Summary

Intermediate Professional with responsibility
for providing data analysis and insights for the Center Stage team.  The professional will be working in a matrix
environment with internal business groups on designing & improving business
processes. The professional should have a strong understanding of reporting and
comfortable working with large datasets and providing insights.  Experienced in pulling data sets, running
analysis (trend, correlations and hypothesis testing).  Responsible for the effectiveness of smaller
and/or less complex business processes and develops sustainable, repeatable and
quantifiable business process improvements. Processes are typically individual
or intra-organizational, although some processes at this level may affect
multiple functions.  Leads & Partners
with cross-functional teams and stakeholders on ideas and solutions that impact
operational results. Provides mentorship and guidance to team members and


Responsibilities and Essential Functions

  • Oversees
    data analysis, metrics, tools and budgetary expenses to assess best practices
    and effectiveness of processes and procedures and makes recommendations for

  • Responsible
    for developing and implementing dashboards and reports for Center Stage.

  • Ability
    to work with multiple and large data sets and provide business insights and
    identify opportunities for improvement.

  • Manage
    and improve workflow tools.

  • Assist
    with training, and oversight of Center Stage agents.

  • Collect,
    share and implement best practices.

  • Processes
    are typically individual or intra-organizational, although some processes at
    this level may affect multiple functions.

  • Manages
    the planning and implementation of process improvement and/or change management

  • Coordinates
    matrixed team efforts to maximize performance, productivity and successful
    achievement of department/team metrics and goals.

  • Ensures
    compliance across the organization with applicable processes and procedures.

  • Develops
    and implements processes to establish and maintain quality standards of
    existing products and services.

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

  • Provides
    consultation on the use of re-engineering techniques to improve process
    performance and product quality.

  • Ensures
    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.

  • Organizes,
    leads and facilitates cross-functional project teams.

  • Successfully
    builds and manages relationships between various field and corporate contacts
    to fully meet their business process and change management needs.  This includes defining policies, methods
    & procedures and best practices.

  • Understands
    the implications and applications of emerging technologies along with
    non-technical processes.

  • Delivers
    presentations and training courses including measurement, analysis, improvement
    and control.

  • Contributes
    to development of an operating plan, budget and performance goals.

  • Activities
    are relatively homogenous.

  • May
    spend up to 20% of time performing service, production or support work or may
    manage a project or process that is more narrowly defined or basic/noncomplex.



  • 3 or more years of experience in related field
    (i.e. process management, quality, etc.)
  • Strong data analytics skills.

    Experience in report and dashboard building; with
    understanding of trending analysis, correlation studies.
  • Experience working in a call center or
    operational environment.
  • Experience with working with large data sets.
  • Excellent interpersonal, leadership,
    presentation, and collaborative skills to work effectively with teams
    throughout organization


  • BS/BA degree in related discipline strongly
  • Prior experience in management role preferred or
    leading projects.
  • Green Belt/ Lean training preferred.
  • Experience with QuickBase and/or other workflow


Travel may be required on average from 10% to
15%, but could be as high as 25%, 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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