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in Christiansburg, VA

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About this job

The Business Operations Manager will be part of a team responsible for projects pertaining to but not limited to reporting, performance management, and ad hoc data analytics in support of company initiatives for all Customer Service Centers up to C-Level management.  This person will research and implement new processes and policies to help improve the overall effectiveness and accuracy of our project management and reporting programs to increase overall customer experience and satisfaction. 

  • Bachelors degree (B.A.) and two years of related experience; or three to five years of related experience; or equivalent combination of education and experience
  • Excellent written and verbal communication skills with the ability to write reports, business correspondence, and procedure documents
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Ability to read, analyze, and interpret general business reports
  • PMP or other project management certification preferred
  • Ability to define problems, collect data, establish facts, and draw valid conclusions as well as work with mathematical concepts such as probability and statistical inference
  • Effectively communicate and/or make presentations to senior level department management and non-department management on a variety of issues, which may include trend analysis, process improvement, systems issues, and staffing issues.
  • Collaborate with management team in knowledge sharing, problem solving, and providing positive leadership within assigned functional areas.
  • Design, prioritize, and execute strategic projects that drive overall CSC and DISH strategic objectives
  • Regularly gathers, tracks, and analyzes business data, identifying trends and areas for improvement. Communicates results and suggestions to upper management
  • Use data and analytics to propose and develop strategies from concept stage to execution to improve performance of the Customer Service Agents
  • Constantly monitor and report on progress of the project to all stakeholders; present reports defining project progress, problems and solutions; creates and distributes weekly project statuses/updates, organizes and conducts weekly project meetings and tracks schedules, issues, and tasks on said programs and projects
  • Will execute projects to completions within scope and on time