ADT (Protection 1) Operations Manager-Monitoring (2nd Or 3rd Shift) in Wichita, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/ada/r/jobs/11524280
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter (https://twitter.com/ADT) , LinkedIn (https://www.linkedin.com/company/adt) , Facebook (https://www.facebook.com/ADT) and Instagram (https://www.instagram.com/adtsecurity/?hl=en) .
The Functional Initiatives Manager is an operational, and leadership role enabling initiative delivery for the cross functional and intra-functional programs in the Customer Care Organization. The Manager leads Functional Initiative project delivery, functional operations design, and change management services for the Customer Care Organization and as such is responsible for policy definition, process ownership and customer treatment in their functional area.
+ Staffed in functional leadership roles -- including Lead, SME, and Analyst -- enabling initiative delivery across the Customer Care portfolios; may serve in more senior-level roles for small to intermediate sized initiatives. Portfolios requiring SME knowledge could be Order Entry, General Customer Care, TAG, Provisioning, Integrity teams, Account Management, Collections, Monitoring and Jurisdictions.
+ Ensures timely and accurate completion of assigned tasks and work-packages to meet both project and functional leadership expectations.
+ Conducts and/or participates in managing project integration, scope, time, costs, and quality and communicates the status, risks, and issues associated with each to the correct level(s) within the project structure and the organization to ensure that the project's outcomes are achieved as defined, within budget and on time.
+ Efficiently and effectively applies standard project management methodology, process, and professional standards of delivery.
+ Leads functional team members and those assigned during the duration of a project to ensure successful completion of project deliverables. Provides leadership, coaching, and guidance on a continuous basis to project team members in the areas of project lifecycle, operating procedures, processes, and practices. Customer experience process design is owned by each functional initiative manager
+ Manages project issues by ensuring visibility, identifying stakeholders, determining root cause, solutioning, driving to timely decision-making, and actively communicating.
+ Creates risk management plan to identify, analyze, monitor and respond to risks associated with the project to ensure ability to achieve expected outcomes, on time and on budget.
+ Prepares project deliverables: project charter, scope, workplan, requirements, impact assessments, implementation strategies, etc. Obtains appropriate level of approval for each document for projects and/or sub-teams assigned to ensure appropriate understanding of expectations among all involved organizational levels.
+ Develops project cost estimates and budgets for assigned projects and initiates cost control measures to ensure project budgets are met. Partners effectively with finance and planning functions to build complete, accurate, and intuitive business cases. Maintains ownership and fluency around all quanti tative analysis.
+ Communicates project status to team, business owners, and Leaders as appropriate throughout the duration of the assignment and post implementation to make certain all impacted stakeholders have an understanding of risks, issues and activities related to the project.
+ Occasionally assumes responsibility for procurement and vendor management related to the project to ensure proper selection, contract development, and contract administration for vendors used during the project.
+ Leads project initiation activities and delivers phase gate requirements in preparation for prioritization, scheduling, and governance review.
+ Maintains subject matter expertise in Customer Care Operations and strategy; applies functional expertise toward assessing impact, designing new capabilities, and leading change management across all Channels.
+ Proactively communicates with stakeholders and constituents by ensuring high relevancy, emotional intelligence, and two-way feedback loops.
+ The Associate will generally be responsible for managing projects with the following criteria:
+ Revenue or cost responsibility less that $250K per project;
+ Duration of 6 months or less;
+ Involving 2-3 different departments within a functional area or is part of a service provider functional area and involved with 1 department in a different functional area.
+ Project teams are 10 associat