Business Transformation Manager: Customer Support

Education and Experience Requirements

Bachelor's Degree in Business, Accounting, Finance, Technology, Engineering, or related field or an equivalent combination of education and related experience sufficient to successfully perform the essential functions of the job. 8 years of related progressive experience. Master's Degree in a related fieldmay offset 1 year of experience requirement.

Position Purpose:

The Product Support Business Transformation Manager will work with Product Support business unit leaders and functional leaders as well as the Business Technology team to support a wide variety of strategic and transformative projects aimed at achieving the strategic and financial objectives of the business and preparing the business for future. Lead business transformation efforts across one or more Product Support teams.

Assist in the framing of initiative scope and strategy and support the execution of the recommendations. In this process, the PSBTM will support the execution teams drawn from the Business Technology, the Product Support business and strategic partners.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Lead the creation of recommended actions and roadmaps that includes strategic, tactical and operational business and Business Technology functions, communications and management programs, policies, governance solutions.
2. Lead the scope definition and execution of various types of strategic and operational business transformation initiatives, ranging from Operational Strategy to Process Improvement to Reporting.
3. Provide leadership on key projects designed to increase revenue, reduce expenses, enhance business efficiency, and improve customer experience.
4. Partnering with cross-functional teams, lead the creation of plans to achieve business objectives while assessing and mitigating risks and issues to ensure successful delivery of programs/projects.
5. Coach/advise Leaders on their roles, behavior expectations and change opportunities to enable transformational change across the business.
6. Act as an effective change agent utilizing proper stakeholder analysis and change management techniques.
7. Working with the Director of Business Transformation, provide effective leadership for the initiatives under analysis and execution.
8. Create reports for business leadership and functional unit management with updates on project status, key metrics, issues, and risks.
9. Analyze various drivers impacting key metrics and outcomes and provide a fact-based recommendation to the stakeholders.
10. Act as a liaison between business units on projects that have a multi-organization or business unit scope.
11. Facilitate team meetings and cross-functional workshops.
12. Conduct analyses needed to prove or disprove the hypotheses driving the project execution.
13. Proactively anticipate and work towards mitigating risks to project execution or stakeholder engagement.
14. Support others by providing just in time coaching on business transformation and process improvement methodologies and tools.

Perform other duties as assigned.

Other Requirements:

1. Ability to lead the creation of results regardless of reporting structures.
2. Ability to lead multiple simultaneous projects.
3. Welcomes solving problems with a positive attitude, teamwork and innovation.
4. Must be able to see the big picture vision and have the drive to make that vision a reality.
5. Comfortable working in a fast-paced environment with many moving parts.
6. Must be a proactive problem solver, innovator and able to handle multiple complex product features and tasks.
7. Excellent verbal and written communication skills.
8. Comfort working with senior staff members and front line employees.