Senior Strategy Manager - CSE Operations

Description

Join our team 

The Customer Service Experience Operations (CSE Operations) team is responsible for delivering operational excellence with enablement initiatives that empower seamless service and strengthen customer experience. This team has a broad portfolio spanning the Customer Service Delivery, SmartHome Security, Operator Services, and Customer Escalations. Directly supporting the CSE Operations leadership team, you will leverage your strategic, gritty and proactive mentality to build on the already established foundation and support the execution of our strategic priorities across the organization.

Here’s the impact we’ll make together:

As a strategic thinker who isn’t afraid to work in ambiguous circumstances, you’ll help to continue growing the capabilities of the CSE Operations team, spanning both national and international portfolios. You’ll partner with the directors and our VP to facilitate strategic planning, act as a conduit between the executive leadership team and the working teams, and bring cross-functional teams together to foster team culture and collaboration. You’ll support the team with storytelling to our executive leadership team and ensuring our roadmaps are well understood across the broader business. 

As a trusted advisor on critical projects and executive-level initiatives, the Senior Strategy Manager role is well-positioned for future leadership positions across the organization. 

Here’s how:

• Project Management: Lead high impact strategic initiatives, track progress, and escalate risks, partnering with cross functional teams to drive alignment and execution
• Strategic Planning & Executive Support: Partner with VP & Directors to develop short and long-term strategic plans and objectives. Create high-impact presentations and storytelling for executive audiences and external stakeholders. Act as a trusted advisor for the leadership team, managing sensitive tasks and coordinating across the team. 
• Leadership Team & Cross Functional Collaboration: Drive leadership governance frameworks and cross-functional alignment to support executive decision-making. Facilitate leadership meetings, proactively manage action items and mitigate risks.
• Team Engagement: Support quarterly Town Halls and the Winning Culture team and roadmap for our organization. Analyze engagement surveys to identify opportunities and drive team engagement improvements.
• Communications: Develop and execute internal and external communications plans to provide business updates, bring our teams together, and share stories of our collective success.

Qualifications

What you bring

• You thrive in ambiguous environments and are an expert at translating high-level vision and strategic direction into clear, actionable steps that teams can execute with confidence.
• A persuasive and influential trusted-advisor, who listens, learns, is curious, sees nuances, applies facts and data, and can articulate a concise, compelling story.
• Highly organized, comfortable with distilling key takeaways and managing the tasks to completion.
• Experienced project manager leading large complex initiatives. 
• Strong communication and storytelling skills.
• Proven critical thinking skills in complex analysis where errors in logic, judgment, and math are costly and difficult to reverse.
• Well-rounded interpersonal skills, naturally optimistic with high resiliency, experienced in navigating difficult discussions with tact and diplomacy.

Great-to-haves:

• Experience working in management consulting firms
• Master of Business Administration (MBA)
• Industry experience in telecommunications, customer experience, or tech