VP, Order Fulfillment - Business Services Job

Posting Job Title:VP, Order Fulfillment - Business Services
Requisition #: 168895BR
Posting Location: Charlotte, NC, US
Alternative Locations: United States - New York - Syracuse;;
Area of Interest:Executive Management
Position Type: Full Time

Posting Job Description

Job Title: Vice President, Order Fulfillment
Reports To: Group Vice President, Order Operations – Business Services
Location: Charlotte, North Carolina

Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting more than 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and, through its NaviSite subsidiary, managed and outsourced information technology solutions and cloud services. Time Warner Cable Media, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at www.twc.com , www.twcbc.com , www.navisite.com , and www.twcmedia.com .

Position Summary

Time Warner Cable currently seeks a Vice President of Order Management that supports the fast growing Business Class Order Operations team. This position leads a team of up to 300 employees located throughout the TWC footprint. Time Warner Cable Business Class (TWCBC) is the business communications organization for Time Warner Cable, offering best-in-class Internet, Cloud Services, Voice, Network Services and TV to a wide range of small to enterprise-sized companies. Powered by its wholly-owned, hybrid fiber-coaxial network, TWCBC offers a full complement of highly-reliable and scalable business communications solutions.

KEY RESPONSIBILITIES:
Accountable for the effective and efficient operations of the Order Fulfillment groups in North Carolina, New York City, Portland and Syracuse, including, but not limited to providing the functions of Order Entry, PAC services, order coordination for construction/equipment needs, customer order pre-staging and scheduling, and accurate communications to both internal partners and the customer.Determines and implements both strategic and tactical initiatives/goals that drive customer satisfaction with their service order, and places TWC Business Class at a competitive level in the market.Establishes and monitors key performance metrics that provide views of the accuracy, speed, and ease of use for both upstream and downstream internal groups involved in the sale, installation, and ongoing care of customers.Drives the organization to continued process improvement and achievement of goals related to metrics.Provides both short and medium range planning to insure the organization’s capability to meet needs of internal and external customers, including sales growth, new product introductions, workflow efficiencies and technology driven changes.Manages budget and resources in a manner that provides maximum effectiveness of the fulfillment team at minimum cost, meeting or exceeding established budgetary goals.Insures proper staffing levels are maintained and that personnel are trained properly on existing or new products, tools and processes relative to order fulfillment.Minimizes unnecessary turnover and associated cost by implementing and maintaining programs that provide employees with a positive work culture.Teams with other departments, including but not limited to Sales, Customer Service, Technical Operations, and Engineering to drive increased customer satisfaction scores in relation to installation of customer services.Strategically develops and drives implementation of technology based improvements that enable both customers and TWC personnel to more clearly understand the status and progression of service orders, while simultaneously driving out costs inherent in manual processes.Develops and promotes an organizational culture of positive and professional work practices, in compliance with all company and government standards.
REQUIRED QUALIFICATIONS/ YEARS OF MINIMUM RELEVANT EXPERIENCE:
Must have 10 or more years of managerial experience including service order processing, leading large, geographically diverse teams and demonstrated performance with meet exceeding key performance indicators.Experience with high volume, complex and project management based order fulfillment in the commercial space.Degree in relative field (Business, Industrial Engineering, Operations) or equivalent experience.Requires demonstrated ability to convert strategic goals into workable and sustainable programs.Must have extremely strong verbal/ written communications skills, strong computer (MS Word, PowerPoint, Excel, Project, etc.) as well as presentation and customer facing experience.
Legal/Financial Responsibilities:

Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.

Time Warner Cable offers competitive benefits to include medical, dental, vision, a matched 401(k) plan, tuition reimbursement, courtesy cable (in specified areas).

Time Warner Cable is an Equal Opportunity Employer M/F/D/V/Drug-free Workplace.

FCC Unit_TWC: 0589
Controlling Establishment ID: 00019 - Charlotte Arrowood Rd

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status