Director, Sales Experience & Process
MSCCN - Long Island City, NY
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Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.Job SummaryThe Director of Sales Experience will be responsible for managing and maintaining standard operating procedure documentation and enforcement of sales processes across verticals. This role, reporting directly to the Vice President of Sales Operations, owns the mechanics of the sales lifecycle and will spearhead initiatives focused on defining and optimizing the sales experience for both agents and customers. They will drive sales volume and revenue growth through finding efficiencies, compliance methodologies, and implementing new polices to create a winning and engaging sales culture at scale. Supported by an expansive cross-departmental team, the working strategy must consider the needs of stakeholders across Product, Offers, Billing, IT, Training, and Marketing to define dynamic experiences as part of a multi-channel sales pipeline both internally and with external sales partners.This position requires a dedicated professional and will have up-close involvement in the ongoing digital transformation of Altice USA, with a particular focus on evolving a legacy location-centered sales model to a Customer-360 sales model. Within this approach channels served will include Digital, Call Center, Retail, Direct, Indirect, Wholesale, and Retention for both residential and business customers. The chosen candidate will be able to integrate processes across the stages of their sales pipeline including network serviceability, catalog management, audience segmentation, prospecting, order entry, payments, service delivery, commission management, and accountability reporting. They will enable our sales teams by managing the roadmap of process optimizations and new features for the tools they use every day, helping to guide a team of operational and technical resources who will make it real. Understanding the different sales cycles across channels and customer types will be crucial for creating the right targeted experiences appropriate for each sales interaction.ResponsibilitiesCollaborate cross-functionally to comprehensively document existing sales processes and workflows.Conduct detailed analyses to identify opportunities for process enhancement and efficiency.Implement strategic initiatives to enhance the overall sales experience, from lead generation to post-sales support.Support a comprehensive repository of business process documentation to serve as a standardized reference for the sales organization.Monitor and analyze sales performance metrics to identify areas for continuous improvement.Regularly review and update SOPs to reflect changes in business processes, technology, and industry best practices.Ensure consistent adherence to SOPs across the entire sales organization.Train the trainers who will act as the enforcement organization.Maintain interdepartmental communication with relevant operations groups to ensure seamless alignment across the organization and customer lifecycle.Provide ongoing support to address inquiries and challenges related to sales processes. Qualifications- Bachelor's degree in Business Administration, Operations, or a related field; MBA is a plus.- 7+ years experience within the telecommunications industry- Experience with and/or other CRM platforms- Proven experience in optimizing and documenting business processes within a sales environment- Strong understanding of standard operating procedures and their role in ensuring consistency and efficiency- Demonstrated ability to lead cross-functional teams and drive change in a dynamic environment- Excellent analytical and problem-solving skills- Proficiency in Microsoft Office/365 and SharePoint- Ability to effectively multitask in a fast-paced environment- Ability to think and act strategically and proactivelyAltice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is$121,715.00-$194,744.00/ year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly
Created: 2024-05-04