Job Description

General Summary:

This Principal position will be focused on leading a small dedicated group of resources on a variety of special projects, owning them from inception to delivery, related to priority Enterprise Service Assurance and Customer Care digital experience, migrations, and WinOM (order management platform) support needs.  This position will report to the Senior Director of Service Assurance Strategic Solutions, and will partner with internal departmental leads and initiatives, to address gaps and deliverables based on prioritized opportunities and initiatives.  For digital experience it is expected that this position will identify and envision strategic change in current web portals that meaningfully move Enterprise customer experience forward while delivering efficiency to our customer support teams.  For migrations and WinOM this position will represent our team needs and priorities within the project teams and ensure routine updates are provided to the teams.  Direct reports will be assigned to this position to assist in these projects.

Other responsibilities include managing direct reports (weekly syncs, team meetings, time management, etc), providing senior leadership updates, developing road maps, and reviewing competitors in the industry to gauge our digital strategy in comparison.

Job Responsibilities:

The Principal, Ops Support position will be a lead role, managing the inception, execution and delivery of a variety of project-based initiatives.  Also, this position will require lead/ownership of a number of operational processes, including release/change control coordination with the business, and liaison/communications with the business regarding opportunity definition, adoption and participation in customer digital experience improvement lifecycle.

Examples of project lead opportunities are portal adoption, digital channel adoption (chat), WinOM new product releases, WinOM migrations, and legacy company migrations.

• Capable leader able to manage direct reports
• Highly developed and capable communicator
• Able to translate the voice of the business into requirements and opportunities for development resources
• Able to manage a project and process, from inception to completion, sometimes with just an outline of the opportunity and goals
• Experience, engagement and recognition of Agile methodologies, how to contribute to making them successful, and familiarity with supporting tools (JIRA, TFS/ADO, DevOps tools)
• Managing documentation
• Familiarity with social business and collaborative tools, and when and how to use them effectively (blogging, ChatOS, best methods for establishing engagement and collaboration with business leads, and development resources)

Specific to initial projects targets, this role will require being an individual contributor in conjunction with managing direct reports involved in projects.

Depending on project focus, the applicant must be able to work a flexible schedule and support initiatives outside normal business hours of 8-5 EST.  This isn’t expected to be the norm, but will be required depending on priority need.

 Essential Duties & Responsibilities:

• Define, track, measure, status and complete components of project focus, from inception to delivery
• Key lead technical resource for the Service Assurance (SA) Solutions team tasked coordinating, initiating and maintaining the designed automation. 
• Experience with and a proponent for Agile and Scrum/Kanban methodology
• Specific experience with JIRA/ADO and supporting tools (Confluence/wiki, GIT, DevOps Toolkits)
• Focus on documentation and training material for Service Assurance Strategic Solutions initiatives.
• Assist in design and lead implementation of new customer automation and service testing solutions; including partnering with product development teams.
• Partner with software developers and provide technical guidance to automate repair processes related to customer service outages and degradations.
• Identify customers for automation.
• Customer Service Skills – comfortable speaking and working with customers

Preferred Skills:

• Prior people management experience
• Knowledge and experience with our Enterprise products (Broadband, Ethernet, Firewalls, TDM circuits, SD-WAN, Voice, Officesuite)
• Knowledge of Windstream internal systems (Remedy, WinCare CRM, CAMP, NGMSS DLR)
• Knowledge of Windstream digital experience offerings (WE Connect, CPT, chat and chat bots)
• Agile experience (SCRUM, Kanban, etc)
• PMP/Six Sigma exposure/experience/certification