Full-Time Process Improvement and Customer Engagement Specialist

We have an exciting opportunity for a Process Improvement and Customer Engagement Specialist to join our rapidly growing Network Transformation organization.

This position will build and maintain reporting & insights systems that support our entrepreneurial business requirements. The Network Transformation Organization’s vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Our ideal candidate has a strong background in identifying immediate and tangible solutions amidst large and complex data sets and the ability to transform insights into strategic opportunities.

The position requires strong data hands-on skills and experience as well as establishing close business relationships and stakeholders across the Network Planning, Engineering, NOC, Field Operations, Marketing, CARE, and Service Assurance organizations.

As a Process Improvement and Customer Engagement Specialist your responsibilities will include:

1. Developing and documenting workflows and processes for the purposes of articulating requirements to IT/systems teams, marketing, and customer service organizations.
2. Creating training materials and presentations to facilitate smooth transitions to new technologies.
3. Managing the program related to transitioning customers from legacy telecom technology to newer telecom technology options.
4. Engaging with customers to promote technology upgrades and ensure customer satisfaction.
5. Maintaining accurate records of customer/stakeholder interactions and feedback.
6. Identifying and implementing process improvements to enhance customer experience.

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in business administration, Communications, or a related field preferred
• 5+ years of experience in process improvement and customer engagement
• 2+ years of program management experience preferred
• 5+ years of Telecommunications experience including order management/provisioning
• 2+ years of technical requirements gathering experience
• Strong process creation and documentation skills
• Excellent communication and presentation abilities
• Customer service experience and ability to persuade and influence customer decisions

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