VP, Billing and Customer Management Systems in Englewood, CO at WOW!

Date Posted: 6/11/2018

Job Snapshot

Job Description

Vice President, Billing and Customer Management Systems

The VP of Customer Management Systems is a thought leader and change agent who takes a lead role in driving the customer-focused service experience transformation and operationalization. This role will be leading the research, design, and delivery of comprehensive customer management strategy and vision. The VP will be accountable for aligning customer management systems across multiple channels and for creating a strategic, prioritized roadmap of improvements.

Duties and Responsibilities:

Essential Duties and Responsibilities include the following but are not limited to:

  • Partners with SVP of OSS to lead the customer management systems strategy and execution for the enterprise and provides a business aligned customer management systems vision, enables innovation and seeks to leverage IT trends that can create business value consistent with the company's requirements and expectations.

  • Define strategy to consolidate customer billing systems and CRM from 6 to 1

  • Provides fiscal leadership and discipline including budget management, forecasting, and executive reporting

  • Planning, project management and implementation leadership, identifying opportunities for automation, cost savings, and service quality improvement.

  • Identify and implement enterprise standards, best practices and technology around customer management systems

  • Participate in the formulation of the company's enterprise architecture and business system plans; assessing cost and feasibility, capacity planning, and ensuring the plan is aligned with and supports the strategic goals of the business. Works closely with the architects to ensure that they are including Operational requirements and guidelines in the development of new applications

  • Assesses and anticipates technology projects to drive innovation and efficiency with the business and recommend appropriate action and resources.
    Works closely with and manage strategic vendor partner relationships.

  • Hands-on technical depth enables direct oversight, problem-solving leadership and participation for complex infrastructure implementation, system upgrades and operational troubleshooting.

  • Leadership for delivery of 24/7 service operations and KPI compliance.

  • Oversight of operations team, ensures that all production systems and appropriate test systems are monitored at a level commensurate with the nature of the application

  • Applies significant experience with Performance Monitoring, identification and correction of performance bottlenecks to ensure peak performance

  • Works with the Networks and Systems groups to design platforms that are robust enough to support the needs of the business

  • Work in a team environment by providing training and ongoing support of these processes/ procedures and helps to build the knowledge of less senior staff.

  • Ensures that customer management systems are designed, implemented, and supported to meet internal and external standards and service level requirements

  • Evaluates and manages technical resources to maximize productivity, efficiency, and resource allocation.

  • Ensures execution against business objectives

  • Assists in the planning and defining of IT goals and metrics aligned with the business


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Minimum of 15 years of experience in IT

  • Must have Billing System and Billing System Conversion experience.

  • Experience in high availability, large transaction settings

  • Experience leading large IT teams with oversight of large, complex enterprise applications

  • Excellent communication skills, to technical as well as non-technical audiences, including presentation, written and oral communication

  • Comfortable interfacing with senior leadership across the organization

  • Strategic thinker who assumes responsibility for assigned/delivered work commitments

  • Takes ownership of problems and/or issues and ensures timely resolution

  • Proactively identifies opportunities for improvement of the computing environment

  • Responds quickly and adapts to changes in priorities driven by a dynamic market

  • Prior experience managing and solving complex technology problems

  • Experience in UNIX and Linux environment required. Sun Solaris and x86

  • Strong organizational and planning skills

  • Broad systems management experience

  • Good business experience and judgment

  • Ability to work effectively with the senior management teams and exhibit strong impact and influence skills required

  • High degree of initiative and sense of urgency

Systems & Business Knowledge

  • Strong understanding of IT planning and reporting concepts and specific policies and procedures.

  • Basic awareness of relevant technology and related issues

  • General knowledge of factors affecting business

The role will require the applicant to be focused, goal driven, and possess an obsessive attention to detail. Applicant must be a team player who can motivate as well as provide coaching as needed. Must be able to work under pressure, along with demonstrating solid time management skills and demonstrate a winning attitude.


  • Bachelor's degree in MIS, CS or related field of study or equivalent experience in IT Infrastructure and operations

  • 1 -- 3 years of Cable or telecom Industry experience is preferred, but not required


  • Bachelor's Degree required; Master's preferred

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Religion/Sexual Orientation/Gender Identity employer


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