The primary purpose of this position is to manage a team of Product Catalog analysts in the product catalog ordering system. Position is responsible for developing and maintaining of system processes within multiple Product Catalogs. Job requires management of multiple projects at one time on a consistent basis. Position includes communicating with all levels both within the Customer Operations organization and other Charter departments. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Recommends changes to policies and establishes procedures that affect immediate organization.
Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Manage a team of technical design analysts.
Meet with and participate in meetings related to Billing product launches and system changes and their impacts on the product catalog.
Advise on methods to improve business processes and Product Catalog related changes to support the needs of the business
Manage BRD requests that apply to any changes made in the Product Catalog system as it relates to Design and Product launches.
Ensure compliance of all audit requirements.
Assures timely completion of all assigned projects, and that the results are of a consistently high quality that meet the business needs
Work closely with the support team to ensure that configuration changes input to the Product Catalog system are implemented as approved, tested and launched per the business needs
Research and resolve requests (defects) from end users and market representatives that relate to Product Catalog issues.
Coordinate project launches across multiple Product Catalogs to ensure consistentcy within the catalogs
Works cooperatively with other department resources to accomplish objectives.
Interact and communicate effectively with IT, CSG Billing teams and other Charter departments with in the company.
Perform other duties as requested or assigned by management.
Skills/Abilities and Knowledge
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to prioritize and organize effectively
Ability to define key performance indicators/metrics
Ability to effectively analyze and interpret data
Ability to understand and address sitautions based on all available facts and information
Ability to correctly analyze a problem and work on implementing a solution by engaging appropriately fix agents
Ability to discover certain patterns of information and make abstract connections between seemingly unrelated data to determine impact and resolution
Ability to show judgment and initiative to accomplish job duties
Ability to document, prepare, and deliver data-driven presentations
Ability to communicate with all levels of management and company personnel
Ability to think strategically and anticipate future trends, needs and expectations.
Must have well-established business knowledge of both the industry and the company.
Ability to supervise and motivate others
Ability to develop strong working relationships with peers and project members
Ability in implementing program and project plans and monitor progress, resource usage and quality
Thorough understanding and ability to manage complex program and project budgets
Thorough knowledge in conducting risk assessments and developing plans for eliminating or mitigating the risks identified
Billing system knowledge and experience highly recommended
Working knowledge of Process Management
Product Catalog knowledge and experience highly recommended
Bachelor's degree in engineering, technical, or related field, or equivalent experience
Required Related Work Experience and Number of Years
Management experience 2+
Billing system code configurations (including prerequisites) 5+
Billing system experience related to campaigns, rates, packages, taxes 5+
Database reporting tools, queries, SQL, macros 5+
ICOMS/CSG highly recommended
Product Catalog or similar concept experience 2+
Exposure to moderate noise levels
Travel may be required.
CBI540 333099 333099BR
Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. (NASDAQ: CHTR), the leading broadband communications company and the second-largest cable operator in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. ...