Process Manager III - East

Chesapeake, Virginia
Nov 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 together.

Role Summary

  Cox Communications Supply Chain Operations group is seeking a Process Manager III who is an authority in process management, process improvement, and process driven systems business requirements. The ideal candidate has advanced understanding and is typically assigned to complex projects requiring independent decision-making. 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. The Process Manager may provide leadership with contractors or employees on a project or temporary basis.

  Provides continuous and visible leadership for medium 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 small to medium 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 technology.

  The 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. 

  Primary 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 4Measure and document process time for all functional areas. Ensure efficiency gains envisioned in the “to-be”, become a reality, and the associated benefits are realized.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 management.Develops policies, methods and procedures to supporting and lending to improvement of business processes and in support of change management.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 implementedResearches 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 requirements.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 journeyCollects and evaluates operational, service, and performance data from “best in class” companies to identify opportunities to enhance the overall program.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 accountabilityWork in an agile IT environment to ensure lean processes and customer experience is maintained through the development/configuration of the systemDrive “Fix Now” opportunities – work with regional/local teams to pilot/implement/control process changesDevelop 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 activitiesDrive 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 planDevelopment of metrics to track process adoption and compliance by region/functional area

  • 5 to 10 years of work experience
  • 2 to 4 years of process experience (i.e. utilizing a known Process Improvement Methodology)
  • Lean Six Sigma Green Belt Certification (acquired within agreed period)
  • Strong knowledge of MS Word, Excel, PowerPoint
  • Process mapping experience
  • Executive Presence with the ability to present to leaders of various levels across the organization
  • Demonstrated Fact Based Analytics Decision Making, Facilitation, Leadership, and Project Management experience
  • Demonstrated problem solving skills and ability to identify root cause 
  • Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout organization
  • Black Belt Certification or PMP – depending on business need
  • BS/BA degree in related discipline strongly preferred
  • Executive Presence with the ability to present to leaders of various levels across the organization
  • Visio experience strongly preferred

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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