Sr. Business Manager
Position Description
This position can be located in Atlanta, GA, Chicago, IL and Plano, TX
This person will lead efforts to develop and enhance business processes and systems to support Business Operations for AT&T Wireline and U-verse eCommerce. The Program Manager acts as a liaison between Operations and the Development team requiring coordination of external vendors and employee resources. They must be able to understand core business objectives and processes and translate those needs into a clear definition of system and process requirements, culminating in initiating and managing projects that obtain those objectives.
This person will be responsible for ensuring that the Business Operations team is meeting or exceeding established fulfillment SLA, Quality and Cost Objectives. Additionally, this person will work collaboratively with the team ensure that the up-sell / cross-sell team meets and exceeds product sales and customer satisfaction targets.
The primary responsibilities include:
• Lead oversight of day to day operation and production control of a multi-location/function team.
• Contribute to ongoing development efforts and coordinate department participation in application releases both within eCommerce specific applications and general AT&T releases.
• Work with key members of various departments including Marketing to identify and resolve application issues, system enhancements, and new user requirements.
• Work with cross-functional teams to design and implement business process improvement strategies
• Work with call center and back office personnel, product SMEs to resolve escalated customer issues
• Work with product and promotion SMEs to ensure accurate communication of product information and sales process adherence
• Assess and mitigate operational impacts of upcoming application changes and product rollouts
• Understand, communicate and support online product and sales promotions
• Provide support for order projections, rollouts, supervision of SMEs
• Work with Program team on strategic initiatives and improvements
• Provide input for production related issues.
• Proactively identify new opportunities to improve the effectiveness of the program (increase revenue, increase conversion rate, decrease handling time, increase quality)
• Responsible for up-sell / cross-sell metrics and target-setting methodology for sales attainment.
• Must be able to identify and manage project related issues and risks.
• May be required to manage Business/Functional Analyst positions for individual projects.
• Ability to work occasional week-ends and varied schedule required.
• 7/24 on call availability for resolving high severity issues during release Red Hat support phase.
AT&T - is an Affirmative Action / Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce.
Position Qualifications
Position Qualifications:
• BA/BS degree or equivalent experience required.
• The candidate must have a minimum of 7 years experience with eCommerce systems and have a proven understanding of SDLC and Change Management methodology.
The individual must excel at the following:
• Written and oral communication.
• Solving business problems with process and/or application functionality.
• Using Reporting Metrics/Analytics to identify system and applications impacts to fulfillment operations.
• Driving small & large teams to solutions on production and project issues, including teams of internal business customers and external vendors,
• Lead process improvement and sustainment of operations Methods and Procedures.
• Manage internal and external customer expectations
• Strong leadership and customer focus
AT&T - is an Affirmative Action / Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce.
Requisition Number: 189582
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