Multi-Channel Ops Design & Integ Mgr II

Analysis, CASE, Change Management, Development, Genetic, Lifecycle, Manager, Management, MS Office, PMP, Project, Project Management, Risk Management, Sales, Scheduling, UX, Wireless
C2H Independent, Contract Independent, Contract W2, Contract Corp-To-Corp, C2H W2, C2H Corp-To-Corp
Telecommuting not available Travel not required

Job Description

Multi-Channel Ops Design & Integ Mgr II - OPE000596

 

 

Multi-Channel Operations Design & Integration Manager II is a multi-channel operations, project -based, leadership role enabling the build and delivery of initiatives for the multi-channel sales and service organization. In a matrix environment - accountable to both project and functional leadership (including MCSO and Channel organizations) - the Manager leads multi-channel project delivery, functional operations design/build, and change management services for Multi-Channel initiatives. These responsibilities will occur across the full life-cycle of strategic initiatives: in early ideation and strategy development phases, detailed analysis/design/build, and ultimately in Customer-focused, integrated implementation.

 

 

Functionally responsible for managing the design and build of operations capability (people/process/technology). Staffed in functional leadership roles - including Business Owner and Track-Lead - enabling initiative delivery across Enterprise, marketing, channel, or multi-channel portfolios; may serve in more junior-level or project management roles based upon the needs of the business and to ensure optimal utilization of all resources.

 

 

Applies and leads teams in the practice of operations design (including CX [Customer Experience] and UX [User Experience] methodology) to ensure that new capabilities are Customer-Focused, easy for Frontline Associates, and well-integrated into existing business operations.

 

 

Ensures timely and accurate completion of assigned tasks and work-packages to meet both project and functional leadership expectations.

 

 

Conducts and/or participates in managing project integration, scope, time, costs, and quality and communicates the status, risks, and issues associated with each to the correct level(s) within the project structure and the organization to ensure that the project's outcomes are achieved as defined, within budget and on time.

 

 

Efficiently and effectively applies standard project management methodology, process, and deliverables - as detailed in the Enterprise Project Delivery Framework, Supporting MCSO Framework, and other professional standards of delivery.

 

 

Leads functional, cross-functional, and consultant team members assigned during the duration of a project to ensure successful completion of project deliverables. Provides leadership, coaching, and guidance on a continuous basis to project team members in the areas of project lifecycle, operating procedures, processes, and practices.

 

 

Manages project issues by ensuring visibility, identifying stakeholders, determining root cause, solutioning, driving to timely decision-making, and actively communicating.

 

 

Creates risk management plan to identify, analyze, monitor and respond to risks associated with the project to ensure ability to achieve expected outcomes, on time and on budget.

 

 

Prepares project deliverables: project charter, scope, workplan, requirements, impact assessments, implementation strategies, etc. Obtains appropriate level of approval for each document for projects and/or sub-teams assigned to ensure appropriate understanding of expectations among all involved organizational levels.

 

 

Develops project cost estimates and budgets for assigned projects and initiates cost control measures to ensure project budgets are met. Partners effectively with finance and planning functions to build complete, accurate, and intuitive business cases. Maintains ownership and fluency around all quantitative analysis.

 

 

Communicates project status to team, business owners, and Leaders as appropriate throughout the duration of the assignment and post implementation to make certain all impacted stakeholders have an understanding of risks, issues and activities related to the project.

 

 

Occasionally assumes responsibility for procurement and vendor management related to the project to ensure proper selection, contract development, and contract administration for vendors used during the project.

 

 

Leads project initiation activities and delivers phase gate requirements in preparation for prioritization, scheduling, and governance review.

 

 

Maintains subject matter expertise in Multi-channel operations and strategy; applies functional expertise toward assessing impact, designing new capabilities, and leading change management across all Channels.

 

 

Proactively communicates with stakeholders and constituents by ensuring high relevancy, emotional intelligence, and two-way feedback loops.

 

 

The Associate will generally be responsible for managing projects with the following criteria:

 

 

Revenue or cost responsibility greater than $1M per project;

 

 

Duration of 6-12 months;

 

 

Involving 3-5 different departments within a functional area and may include multiple functional areas or 3rd parties.

 

 

Project teams are 10-20 associates;

 

 

Concurrently lead 1 large or 1-2 intermediate projects.

 

 

Undergraduate degree required. Graduate degree in related discipline (MBA) preferred.

 

 

7+ years of professional staff functional / operational experience required. 2+ years of formal project management experience required.

 

 

Experience in multi-channel business and wireless industry preferred.

 

 

Experience with CX and UX design tools and methodology (including certification and course-work) preferred.

 

 

Baseline project management formal training required to ensure familiarity with standard methodology, process, and deliverables. Project Management Professional (PMP) or equivalent certification preferred.

 

 

Strong project planning and management skills are required paired with the ability to break down complex problems into manageable goals.

 

 

Demonstrates professional integrity.

 

 

Demonstrated high level of interpersonal skill used to build relationships and manage conflict - within a project team, business unit, and cross-functionally. Well-developed capacity for emotional intelligence.

 

 

Ability to effectively communicate with various levels in the organization including cross-functionally, at the frontline, and with Senior Leadership. Demonstrated skill in producing high-quality and tailored deliverables to enable stakeholder communication and decision support.

 

 

Creates an environment that motivates, inspires and respects others. Ability to drive results through accountability

 

 

Ability to build team cohesiveness to achieve results. Ability to promote a shared vision and customer focus.

 

 

High organization and planning skills required.

 

 

Ability to self-start, work independently, be versatile, and maintain personal resiliency in a dynamic environment.

 

 

Experience with business case development, financial fluency, and interpreting data - even when imperfect.

 

 

Solid proficiency working with standard MS Office and project management technologies; experience with collaboration software preferred

 

 

Intellectual curiosity and willingness to learn as it relates to emerging Channel trends

 

 

Job : Operations

 

 

Location(s) : Illinois-CHICAGO_IL

 

 

U.S. Cellular(r) is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.

 

 

Department: Engineering
Dice Id : 10120548
Position Id : 3625_22783875
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