Manager, Process Management

JOB SUMMARY
Responsible for executing assigned process initiatives introduced by or impacting the organization. Analyze data to identify opportunities to meaningfully drive process improvements, with responsibility for designing and implementing creative solutions. Additionally, instituting thoroughness and consistency around implementation, driving success-based metrics, as well as auditing implemented processes for long term success.
MAJOR JOB DUTIES AND RESPONSIBILITIES

• Actively and consistently supports all efforts to simplify and enhance the customer experience.
• Design and implement creative solutions.
• Analyze data identifying opportunities for improvement.
• Assist Director to coordinate continuous business process improvements to enhance customer experience, increase sales and revenue, reduce cost, improve productivity, decrease errors, increase efficiency and reduce business risks; identify opportunities to automate business processes; partner with business planning to develop business cases.
• Partner with managers from across Charter's Customer Care, Product, Marketing, Sales, and Engineering teams to identify and implement strategic initiatives aimed at improving the service experience delivered.
• Implement Lean Six Sigma strategy and establish controls to guide Charter's initiatives to be implemented through a measurement-based approach that focuses on process improvement and variation reduction.
• Maintain current knowledge of project management tools and methodologies.
• Timely and consistent communication of status and critical issues of all projects/programs which are being managed.
• Coordinate team responsible for business process development in support of Charter strategic initiatives as part of small scale projects or portions of large scale implementations.
• Gather, refine and validate business requirements, interdependencies, potential risks and issues.
• Assist Director to facilitate communication between business units and stakeholders to align processes and solutions with business strategies.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Proficiency in Excel and PowerPoint
• Ability to create executive ready materials under pressure and tight deadlines
• Effective interpersonal skills and ability to effectively communicate with peers, sponsors, staff, senior management, vendors, and contractors
• Ability to present and discuss technical, functional and management information in a clear and concise manner that explains complex topics, is persuasive and promotes consensus
• Effective analytical, problem-solving and conceptual skills
• Ability to perform multiple tasks and adjust priorities based on workload and direction from management and customer
• Proficient in analyzing data from internal systems to identify improvement opportunities
• Ability to perform root cause analysis to identify and drive improvement on key performance indicators, through process enhancement and design
• Effective skills in formal project management methodologies and project implementation
• Demonstrated in-depth understanding of business processes, challenges and opportunities
• Effective interpersonal skills and ability to effectively communicate with all levels, both internally and externally (vendors/contractors)
• Demonstrated ability to resolve roadblocks to delivery in multi-organization teams where no direct management responsibility exists
• Ability to analyze project needs and determine resources needed to meet objectives
• Demonstrated in-depth understanding of business processes, challenges and opportunities

Required Education

• Bachelor's degree

Required Related Work Experience and Number of Years

• Development, implementation and maintenance of large-scale process changes - 4
• Organizing, planning and executing large-scale projects from conceptions through implementation - 4
• Experience with strategic use of technology to improve business processes - 4
• Facilitation/leadership experience - 2+

Working Conditions

• Office environment
• Exposure to moderate noise levels
• Travel 10%

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge

• Ability to effectively adapt to and apply rapidly changing technology to business needs
• Demonstrated ability to be flexible, creative and inquisitive
• Ability to analyze project needs and determine resources needed to meet objectives

Preferred Education

• Project Management Professional (PMP) certification
• PMI-ACP certification
• Lean Six Sigma Black Belt certificate

Preferred Related Work Experience and Number of Years

• Development, implementation and maintenance of large-scale process changes preferably across multiple organizations - 4
• Experience in the introduction of new technologies and standards
• Full project life cycle experience with both custom development and package-based application deployment, including experience working within a formal systems development life cycle methodology
• Experience in business process re-engineering or process improvement, involving broad-based information systems and utilizing tools and techniques to affect business change
• Experience managing projects in an agile development organization
• Management or leadership experience - 2+

EOP500 2025-52850 2025
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