Vice President of QA & Operations Experience
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.
We are currently looking for a Vice President - QA & Operation Experience. This position is located in Bethpage, Long Island. Relocation is provided.
Cablevision is looking to hire a strategic leader with a lean six-sigma background who combines a successful and in-depth User Experience background with demonstrated strengths in development and delivery of high-impact solutions. He/she must be customer centric, relationship oriented, a highly motivated self-starter, able to translate business performance gaps into customer experience transformation strategies.
The VP of Operational Customer Experience and Q/A will serve as a key and active member of the Senior Operational team, interacting with the team to ensure business objectives are aligned and that the company is performing to operational objectives. This VP will lead and coach the Quality organization ensuring appropriate levels of accountability for decision making and clearly communicate cross functionally within the organization.
This VP will execute and maintain an effective program of quality assurance, including communication of results; analysis of themes, identification of best practices and recommends changes to operations processes. The VP will work with the training function to drive enhancements to selected training materials for contact centers, field, network, in an effort to seek ways to increase efficiency and effectiveness of work performed.
o 15
years of professional experience in a complex matrixed environment preferably for a Fortune 500 company
o MBA preferred.
o Clear understanding of what really good looks like in terms of Customer Service
o Ability to successfully navigate in a complex matrixed environment
o Stakeholder Management
o Experience in strategic planning and collaboration with executive and key operational groups
o Ability to lead high value at stake projects and initiatives and effectively
o Ability to critically evaluate and troubleshoot complex problems is essential. Ability to effectively participate on multi-disciplinary teams as well as lead task forces to solve organizational challenges.
o Well-organized and detailed oriented professional, with strong verbal and written communication skills
o Comfortable working in the field, depots, or contact centers as needed
o Excellent communicator
o Works effectively cross-functionally
o Marketing/product experience is a plus
o Excellent analytical and experience developing fact based solutions
o Experience analyzing customer workflows with recommended changes
o Strong people leadership skills - driving results through others
o Experience working with Sr. team members
o Excellent presentation and training skills
We are an Equal Opportunity Employer and maintain a drug-free and smoke-free workplace.
Cablevision Systems Corporation (NYSE: CVC) is a leading telecommunications and media company. Founded in 1973 as a cable television operator with 1,500 Long Island customers, Cablevision today offers television, phone and Internet services to millions of households and businesses in the New York metropolitan area. Cablevision's popular Optimum -branded communications services include Optimum TV digital cable TV, Optimum Voice home phone and Optimum Online high-speed Internet, as well as Optimum WiFi , the nation's largest wireless Internet network. Lightpath , a wholly owned subsidiary, is a leading provider of integrated business communications solutions that meets the needs of larger companies.
Cablevision also serves the New York area with compelling local content through News 12 Networks; Newsday Media Group, which includes Newsday, Long Island's leading daily newspaper, and amNewYork, the nation's most widely circulated free daily serving New York City; and MSG Varsity, the tri-state area's premier destination for local high school sports on TV, Internet and mobile platforms.
Estimated Salary: $20 to $28 per hour based on qualifications.
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.
We are currently looking for a Vice President - QA & Operation Experience. This position is located in Bethpage, Long Island. Relocation is provided.
Cablevision is looking to hire a strategic leader with a lean six-sigma background who combines a successful and in-depth User Experience background with demonstrated strengths in development and delivery of high-impact solutions. He/she must be customer centric, relationship oriented, a highly motivated self-starter, able to translate business performance gaps into customer experience transformation strategies.
The VP of Operational Customer Experience and Q/A will serve as a key and active member of the Senior Operational team, interacting with the team to ensure business objectives are aligned and that the company is performing to operational objectives. This VP will lead and coach the Quality organization ensuring appropriate levels of accountability for decision making and clearly communicate cross functionally within the organization.
This VP will execute and maintain an effective program of quality assurance, including communication of results; analysis of themes, identification of best practices and recommends changes to operations processes. The VP will work with the training function to drive enhancements to selected training materials for contact centers, field, network, in an effort to seek ways to increase efficiency and effectiveness of work performed.
o 15
years of professional experience in a complex matrixed environment preferably for a Fortune 500 company
o MBA preferred.
o Clear understanding of what really good looks like in terms of Customer Service
o Ability to successfully navigate in a complex matrixed environment
o Stakeholder Management
o Experience in strategic planning and collaboration with executive and key operational groups
o Ability to lead high value at stake projects and initiatives and effectively
o Ability to critically evaluate and troubleshoot complex problems is essential. Ability to effectively participate on multi-disciplinary teams as well as lead task forces to solve organizational challenges.
o Well-organized and detailed oriented professional, with strong verbal and written communication skills
o Comfortable working in the field, depots, or contact centers as needed
o Excellent communicator
o Works effectively cross-functionally
o Marketing/product experience is a plus
o Excellent analytical and experience developing fact based solutions
o Experience analyzing customer workflows with recommended changes
o Strong people leadership skills - driving results through others
o Experience working with Sr. team members
o Excellent presentation and training skills
We are an Equal Opportunity Employer and maintain a drug-free and smoke-free workplace.
Cablevision Systems Corporation (NYSE: CVC) is a leading telecommunications and media company. Founded in 1973 as a cable television operator with 1,500 Long Island customers, Cablevision today offers television, phone and Internet services to millions of households and businesses in the New York metropolitan area. Cablevision's popular Optimum -branded communications services include Optimum TV digital cable TV, Optimum Voice home phone and Optimum Online high-speed Internet, as well as Optimum WiFi , the nation's largest wireless Internet network. Lightpath , a wholly owned subsidiary, is a leading provider of integrated business communications solutions that meets the needs of larger companies.
Cablevision also serves the New York area with compelling local content through News 12 Networks; Newsday Media Group, which includes Newsday, Long Island's leading daily newspaper, and amNewYork, the nation's most widely circulated free daily serving New York City; and MSG Varsity, the tri-state area's premier destination for local high school sports on TV, Internet and mobile platforms.
Estimated Salary: $20 to $28 per hour based on qualifications.
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