Director of Readiness

Job Summary

The Director of Operational Readiness is responsible for leading strategic, operational, and technical improvement initiatives within Customer Care while ensuring adoption from frontline/support groups. This role requires experience within project management, process improvements, and operational readiness. We are seeking a dynamic Leader with strong business acumen to help drive impactful initiatives for improving operational efficiencies, business performance, and customer experience. As the Director of Operational Readiness, you will play a pivotal role in leading and planning cross-functional projects from initiation through execution while ensuring outcomes contribute effectively to organizational objectives. The ideal candidate must have a passion for developing and implementing transformative changes, operational improvements, and customer-centric strategies. Partnering with CX, WFM, IVR, Tooling, Training, QA, Operations, and Reporting; this role will influence business teams on analyses, insights, deliverables, and reporting to enhance operational capabilities and ensure profitability and customer satisfaction.

Responsibilities

• Project Management
  • Develop roadmap of improvement initiatives to align with organizational pillars, goals, and values.
  • Lead cross-functional projects from initiation through execution with high quality results.
  • Develop and manage project plans for scope, goals, schedules, cost, resources, risks, and issues.
  • Drive operational action plans.
  • Communicate project status, milestones, and outcomes to all stakeholders.
• Process Improvements
  • Utilize data-driven insights to identify opportunities for improving operational efficiencies, business performance, and customer experience.
  • Drive change recommendations to policies, processes, and procedures to help streamline/automate tasks.
  • Develop innovative solutions addressing business gaps and customer pain points within CX, WFM, Call Routing, Tooling, Training, Knowledge Management, QA, & Reporting.
  • Operationalize process improvements to align business objectives and KPIs.
• Operational Readiness
  • Foster a team culture of continuous improvement that encourages innovation and embraces change.
  • Lead strategic, operational, and transformative improvements within Customer Care while ensuring adoption/readiness from the frontline/support groups.
  • Support stakeholders through the necessary changes to ensure seamless execution while minimizing disruptions to ongoing operations.
• Cross-Functional Collaboration
  • Collaborate with cross-functional stakeholders (CX, WFM, IVR, Tooling, Training, Knowledge Management, QA, Operations, and Reporting) to foster a culture of customer-centricity.
  • Build strong relationships to drive collaborative efforts toward improving operational effectiveness.
  • Solicit feedback in defining requirements, planning deployment strategies, and managing project expectations.
• Performance Metrics
  • Establish key performance indicators (KPIs) to assess effectiveness of improvement projects, ensuring alignment with strategic objectives and customer-centric outcomes.
  • Coordinate reviews to evaluate performance and perform data-driven adjustments, as necessary.
• Leadership Communication
  • Create and deliver effective communications and presentations.
  • Provide status updates to leadership on improvement projects, accomplished milestones, and focus areas.
  • Present insights and recommendations in a clear and concise manner to enable informed decision-making.

Qualifications

• Bachelor's degree in Business, Operations Management, Engineering, or related field; Master's degree a plus.
• 10+ years of demonstrated leadership capabilities within Ops Management, Project Management, Process Improvements, Customer Experience, Change Management, Quality Assurance or related roles within telecommunications or similar industries.
• 7+ years of Project Management responsibility, with demonstrated success in planning, resource management, and risk management from project Initiation through Execution.
• Extensive experience in cross-departmental collaboration.
• Continuous improvement mindset with a passion for developing and implementing customer-centric strategies.
• High intellect and strong business acumen with analytical capabilities to help identify gaps, patterns, and actionable insights.
• Results oriented leader with ability to resolve competing interests and complex issues.
• Proven people management skills with direct/indirect responsibility in managing cohesive, high-performing teams.
• Exceptional written/verbal communication skills.
• Effective interpersonal, collaboration, and influencing skills with stakeholders at all levels.
• Exceptional skills in developing and leading effective executive presentations.
• Expert proficiency in Microsoft Office (PowerPoint, Excel, and Word).
• Proficiency in project management related tools (i.e., Microsoft Project, Smartsheet) a plus.
• Experience with project management methodologies (i.e., Waterfall, Agile) a plus.
• Experience in process improvements and process management related tools (i.e., Visio) a plus.
• Professional training/certification in Project Management or Process Improvements (i.e., Six Sigma, Lean) a plus.