At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.
The Experience Solutions Design Industrial Engineering Manager is responsible for leading the Experience Solutions Design Industrial Engineering Team and providing subject matter expertise within the organization. This position manages a variety of programs and projects within Customer Operations and through partnerships across the organization, while focusing on continuous improvement initiatives to improve operational and financial metrics.
What you will do to contribute to the company's success
Develops, maintains, and executes operational strategic improvement projects and roadmaps tied to Customer Operations budget targets.
Leads cross functional teams in continuous process improvement activities utilizing DMAIC methods, practices, and techniques to achieve organizational strategic goals and improve customer experience as it relates to tools, policies, service delivery, and service quality.
Communicates project ROI analysis and execution progress to senior management using written, verbal, and presentation skills.
Drives continuous improvements in the delivery of the customer experience using actionable customer and associate insights to create innovations in our processes and procedures.
Manages team of Industrial Engineers and Experience Specialists focusing on the delivery and execution of the operational strategic improvement roadmap.
Develops and engages associates to promote teamwork and an inclusive, high-performing culture.
Acts as an advocate for customers and associates to optimize the experiences being developed.
This position has the expectation and responsibility to take on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization's Values.
Qualifications
Degree in Industrial, Systems Engineering or similar
Six Sigma or Quality Management program certification preferred.
Prior experience as an Industrial Engineering Manager
Valid driver's license and a good driving record.
Highly proficient in use of Microsoft Office, including Excel.
Formal statistical experience in probabilities and process control required.
Goal-oriented and self-starter with the ability to handle multiple projects simultaneously.
Must be a flexible team player.
Experience with database and reporting tools and associated software preferred.
Formal experience in process mapping or design thinking preferred.
Experience in training associates and other trainers on implementation of new or change in required processes preferred.
Up to 50% travel required.
Solid understanding of customer experience strategies, best practices, principles, and models.
Ability to work effectively with all levels within the organization.
Excellent listener, communicator and presenter
Core Competencies
Committed: Values each and every customer, while working hard to keep their business and support our communities.
Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.
Benefits
Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:
Medical, dental, and vision plans - start when you start!
Life insurance (self, spouse, children)
Paid time off (vacation, holiday, and personal/sick days)
401(k) - 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)
Group Legal plan with Identity Theft Protection
Additional Perks
Tuition reimbursement (up to $5,250 on 1st year)
Annual community support to various organizations across the U.S.
Associate recognition & awards programs
Advancement opportunities
Collaborative work environment
We're an Award-Winning Organization!
2022-2023 Forbes' "America's Best Midsized Employers"
Our Commitment
Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.
Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.
Pre-hire Processes
Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.
