Manager - Billing and Business Process Management

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
As the Manager of Billing and Business Process Management, you will play a pivotal role in shaping and enhancing the customer bill experience across various touchpoints. This includes helping launch a new bill experience across our Fixed and Mobile products, identifying improvements to bills that will reduce confusion and improve accuracy, and working our technology partners to implement the changes.
Responsibilities

• New Bill Launch: work with Amdocs, IT, Comms team to launch a new iteration of the invoice, and ensure all customers and agents are aware of the changes.
• Billing Audits: perform detailed analyses of invoices to highlight opportunities for improvement and work with the teams to make the necessary updates.
• Identify Opportunities: collaborate with Customer Experience, product, sales, customer care, and billing assurance teams to analyze customer feedback, operational data, and market trends to identify areas for enhancing the billing experience.
• Cost to Serve improvements: identify and drive initiatives that will reduce the Customer Contact Rate and Repeat Rate; primary focus will be on customers with billing and account-related issues, addressing the root cause issues and identifying how to prevent them going forward. This will include programs such as improving bill presentation, bill messaging, etc.
• Strategic Planning: help build a customer experience improvement strategy for billing that aligns with the company's goals and values; create a roadmap for enhancing processes, systems, and interactions to drive customer satisfaction.
• Cross-Functional Collaboration: work closely with product, sales, customer care, field services, and other relevant departments to foster a culture of customer-centricity; build strong relationships to drive collaborative efforts toward improving the end-to-end customer experience.
• Solution Design: devise innovative solutions that address pain points and gaps in the customer journey; lead brainstorming sessions and workshops to generate ideas and strategies for enhancing customer interactions and service quality.
• Change Implementation: drive the implementation of customer experience improvement initiatives across departments; collaborate with stakeholders to ensure seamless execution while minimizing disruptions to ongoing operations.
• Measurement and Analysis: establish key performance indicators (KPIs) and metrics to measure the effectiveness of improvement initiatives; regularly analyze and evaluate performance data to track progress and make data-driven adjustments as needed.
• Leadership Communication: provide regular updates to the leadership team on the status of improvement projects, milestones achieved, and areas that require attention; present findings, insights, and recommendations in a clear and concise manner.

Qualifications

• Bachelor's degree in Business, Engineering, or a related field
• Proven track record of at least 5 years in billing roles within the telecommunications or similar industries; preferred experience working with Amdocs billing platforms
• Strong attention to detail and understanding billing systems and operations
• Experience working with cross-functional teams and driving projects to successful completion.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights
• Excellent communication and interpersonal skills to collaborate effectively with stakeholders at all levels

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New Jersey is $102,816 - $168,912 / year.
The starting payrate/range at time of hire for this position in New York is $102,816 - $168,912 /year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.
Nearest Major Market: New Jersey