Job Details
** Delivery Experience Manager**
**Job Category****:** Service Delivery Coordntr **Requisition Number****:** DELIV01216 Showing 1 location **Job Details**
**Description**
The Delivery Experience Manager designs, modifies and implements Service Delivery processes to improve customer experience. This position will:
* Develop and implement strategies to find automation and workflow efficiencies, reduce delivery intervals, and improve customer experience.
* Develop roadmap and implement strategies to enhance the customers digital experience throughout the delivery process.
* Review and assess existing delivery processes and workflows.
* Be responsible for measuring and analyzing the performance of the Service Delivery key processes to ensure that they are properly used and that they deliver the desired customer experience outcomes.
**As a Delivery Experience Manager, you will:**
**For Delivery Process Improvements:**
* Define the customer experience through various stages of service delivery.
* Discover, document and analyze existing delivery processes.
* Find opportunities to automate and utilize digital tools and assets to improve delivery.
* Interview stakeholders in the delivery flow
* Gather input from various teams to develop and document current and future state processes.
* Review customer survey responses and find opportunities for process improvement.
* Find opportunities to automate using Salesforce.
**Delivery Process Improvement actions:**
* Develop and propose solutions to internal and external stakeholders to make recommendations related to future process direction.
* Present concepts and ideas to leadership that focuses on recommendations and eliciting decisions. Document ideas and recommendations.
* Lead Activities. coordinate and lead key projects for improvement across various teams. The role will require collaborating with managers to re-engineer processes.
**And adjust as needed:**
* Establish measurable standards. Comparing current state to results, regularly generating detailed update reports for management.
* Assembles reports to document process status and changes.
* Managing KPIs, strong excel background, can manipulate and analyze excel data to find trends
* Document processes using various business process management tools (e.g. Powerpoint, Word, process flowcharts and diagrams)
* Work closely with Sales, Marketing, and other stakeholder teams to roll out new or adjusted processes.
**The ideal candidate for the Process Improvement Manager role must have**
* Understanding of telecom products and workflows.
* Experience in data analysis and tools to drive quality improvements
* Experience in digital experience design, utilizing web and online tools and resources (nice to have)
* Track record of recent and related experience delivering change projects
* Demonstrated experience and success in project planning and implementation
* Successful execution business process design, , analysis, development, and deployment
* Strong documentation skills and presentation skills
* Familiar with Salesforce templates and forms
* Demonstrated experience mapping current and future state business processes in evaluation of solutions
* Detailed oriented
**Education / Training qualifications:**
* University degree in Business, Engineering or equivalent, required
* Strong competency in excel/ tableau, manipulating large data sets.
* Lean Six Sigma Certification (Green Belt/Black Belt), optional
* PMI Project Management Certification (PMP), optional
* Salesforce development, a plus
* Change management certification, a plus
**Skills**
**Education**
**Experience**
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)