VP Customer Management Systems in Englewood, CO at WOW!

Date Posted: 5/11/2018

Job Snapshot

Job Description



VP, Customer Management Systems

The VP of Customer Management Systems is a visionary who takes a lead role in driving the customer-focused service experience transformation and operationalization. They will be responsible for the research, design, and delivery of comprehensive customer management strategy and vision. The VP will be accountable for aligning CMS's across multiple channels and for crafting a strategic, prioritized roadmap of improvements.



Duties and Responsibilities:


  • Partners with SVP of OSS to lead the strategy and execution for the enterprise and provides a business aligned vision, enables innovation and seeks to demonstrate IT trends that can build business value consistent with WOW!'s requirements and expectations.

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

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

  • Identify and implement enterprise standard methodologies and technology around CMS.

  • Participate in the formulation of the company's enterprise architecture and business system plans; assessing cost and feasibility, and ensuring the plan is executed and supports strategic goals.

  • Assesses and anticipates technology projects to drive innovation and efficiency with the business and recommend appropriate action and resources.

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

  • 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 systems are designed, implemented, and supported to meet internal and external standards and service level requirements.



Qualifications:

The candidate will have experience which includes:



  • 15+ years of experience in IT and or Billing

  • Experience in high availability, large transaction settings

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

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

  • Collaborating with senior leadership across the organization

  • Assuming responsibility for assigned/delivered work commitments

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

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

  • Knowledge handling 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

  • 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


  • Solid grasp 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 a fervent attention to detail. A phenomenal teammate who can motivate as well as provide coaching as needed, you should be able to perform under stress, along with demonstrating proven time management skills and a winning attitude.



Education/Experience:


  • 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 helpful, but not required

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