Are you looking to Optimize your life? Start your exciting path to a rewarding career today!

We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.

If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!

We are Optimum!

Job Summary

The Vice President of Digital Strategy will own the development of the enterprise-wide digital transformation roadmap and strategy with a path to delivering to digital first. This leader will own, lead, iterate and measure the success of the strategy. Reporting to the SVP of Customer Experience and Digital, the Vice President of Digital Strategy will lead a lean, high-impact and strategic team. This leader will collaborate and partner across Product, Technology, Consumer, and other Customer Experience and Operations teams to influence, shape and deploy digital strategies that will enhance the customer experience while positively impacting key business metrics. This position is open to qualified candidates who are able to travel to or live in the great New York City area, and adhere to the corproate hybrid in-office policy.

Responsibilities

Acts as the digital thought leader for the enterprise, leading a small, high impact team that drives digital thought-leadership for the organization.
Responsible for efforts to enhance the digital customer journey and uses data analytics to inform decisions, measure performance, iterate on the overall digital strategy
Conducts competitive and market analysis and maintain awareness of how advanced self-service strategies and tactics work in the Cable & Telecommunication marketplace
Conducts periodic consumer insights assessments that identify consumer needs and expectations with self-service capabilities
Identifies ways to simplify and enhance the self-service customer experience, including usage of automation, AI, and analytics including identification of use cases for automation and application of AI in customer service and support
Researches changing technology landscape and applicability to digital first vision
Drives digital self-service transformation, adopting a proactive customer focuses framework intended to achieve outcomes inclusive of improved customer experience, containment rates and reduction to live-assist volume
Develops business cases for self-service roadmap
Drives alignment across all business units of digital objectives, roadmaps and initiatives to return the highest ROI
Creates, implements, and improves on Omni channel Digital Self Service strategy that aims to deliver seamless service interactions, regardless of engagement channels
Consolidates self-service business requirements from all segments, channels, and geographies; provide a single business plan and deliver updates on digital self-service strategy and program updates to senior leaders across the organization
Partners closely and collaborate with data management teams, strategy teams, and other analytics resources to build business cases for digital investments across multiple functional groups
Develops and maintain a communications plan for stakeholders and process participants
Leads a digital council to drive the strategy and culture of digital first

Qualifications

Key Qualifications

Bachelors degree. MBA or Advanced degree in technology preferred
Significant experience in leading and owning the development of an enterprise-wide digital transformation strategy with proven experience in evolving the customer experience for B2C environment.
Skilled in leveraging data analytics for various decision points and consideration with architecting the customer experience journey. Experience with A/B testing, user research, and customer feedback loops is highly valued.
Strong market and competitive analysis skills with ability to research industry trends and derive self-service strategies that respond to evolving consumer needs.
Proficiency in identifying and implementing automation, AI, and analytics to simplify and enhance customer experience. The candidate should be current on the latest technology trends and their applicability to a digital-first vision.
Experience in creating and implementing an omnichannel digital self-service strategy that ensures seamless service interactions across all engagement channels.
The ability to develop business cases for a self-service roadmap and align digital objectives with business units to ensure a high return on investment (ROI).

Desired Skills and Attributes

The ability to develop business cases for a self-service roadmap and align digital objectives with business units to ensure a high return on investment (ROI)
Excellent communication skills with proficiency in communicating and presenting oral and written concepts, business cases and analysis to diverse audiences including technical, product, GTM/sales, and executive level functional leaders
Effective stakeholder alignment and collaboration skills with ability to partner with various teams garnering input, conveying needs and influencing direction and roadmaps that achieve alignment across teams.
Strong analytical and problem-solving skills to identify pain points in the customer experience and create solutions. The candidate should be focused on achieving outcomes such as improved customer experience, containment rates, and reduced live-assist volumes.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.

We are 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.

The Company 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.

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.

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 $178,500.00 - $255,000.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.

We appreciate your interest in this opportunity. Applicants must be authorized to work for ANY employer in the U.S. Please note that at this time, we do not provide visa sponsorship for employment.

Vice President, Digital Strategy

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