Director 1 Business Partner Account Management Written

Profile

**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

Responsible for developing and managing the approach to and execution of an Omni-Channel Experience strategy that powers productivity, customer experience, sales, and retention performance in both written and voice interactions with **MEMBERS ONLY**SIGN UP NOW***.'s third-party contact centers. This includes leading a network of business partner teams (8,000 FTE) to consistently deliver performance that grows, deepens, and retains customer relationships. Interfaces and incorporates the business partners into the **MEMBERS ONLY**SIGN UP NOW***. organization while monitoring their ongoing performance. Interacts with key leaders in the **MEMBERS ONLY**SIGN UP NOW***. organization dealing with all aspects of sourced services as these services impact each area. Provides leadership and direction for multiple functional areas including but not limited to Billing, Retention, Xfinity Communities, and Xfinity Mobile. Directly manages manager and professional levels. Indirectly influences employees and business partners at all levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes, and integrates strategy for functional area(s).

Job Description

Core Responsibilities


Develop robust framework that drives performance and consistency across vendor managers who influence results, and external business partners that deliver results.

Leverage extensive telecommunications and contact center experience to help build standards for vendor contract negotiations.

Collaborate with other departments including but not limited to, Workforce Management, Finance, Sourcing Governance & Contracts, and Business Intelligence to drive exceptional service delivery while meeting financial targets.

Foster customer-centric environment demonstrated by consistent improvements in key performance indicators such as NPS, Initial Contact Resolution, Transfer Rates, and Average Handle Time.

Positively impact customer churn by executing strategies that exceed expectations in Sales and Retention metrics.

Drive a culture of accountability by ensuring our vendor partners meet or exceed performance and capacity expectations across all channels.

Identify performance related trends and root causes using data-analysis; facilitate process and policy improvements.

Champion continuous progress among vendor partners and internal teams by leveraging **MEMBERS ONLY**SIGN UP NOW***. methodologies, processes, and technology expertise.

Oversee efforts to ensure our vendor partners are properly staffed and trained to field anticipated customer volume.

Partner with functional area leaders to ensure that tactics and sourcing related activities align with **MEMBERS ONLY**SIGN UP NOW***. objectives.

Provide regular feedback to business partners on performances and facilitate review sessions.

Assure business partner and **MEMBERS ONLY**SIGN UP NOW***. compliance with contract terms and conditions, commitments, and notifications. Monitor and approve the quality of the relationship between **MEMBERS ONLY**SIGN UP NOW***. and business partners. Manage business partner performance audits (regulatory, technical, security, risk etc.)

Create vision, clear direction, and strategy for Vendor Management team. Establish, manage, and coach team to clear objectives and performance expectations. Attract, motivate, develop, and retain highly skilled workforce.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.


Minimum Requirements


Bachelor's degree or equivalent experience

10 years of relevant leadership experience in a dynamic, metrics-oriented contact center environment

5 years of direct leadership experience working with multiple BPO vendors and their representatives

3 years written and/or omni-channel contact center leadership experience.

Exceptional project management skills

Ability to establish and maintain cross-functional partnerships

Excellent organizational, analytical, and presentation skills

Maintains a high level of professionalism, integrity, and trust at all times

Experience planning and leading strategic initiatives

Experience with managing a large budget

Must be willing to travel up to 30% domestically and internationally as needed

Must be proficient in Microsoft Office tools, including Word, Excel, and PowerPoint


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law. **MEMBERS ONLY**SIGN UP NOW***. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years

Salary:

National Pay Range: $94,006.77 USD-$220,328.37 USD

**MEMBERS ONLY**SIGN UP NOW***. intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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