Business Process Design and Improvement Manager

Cox Communications
$90,100.00 - $150,100.00 / yr
parental leave, paid time off, paid holidays, sick time, 401(k)
United States, Georgia, Lake City
Mar 23, 2025
Cox is taking a new direction that will reimagine our brand experience - from how we communicate and how it feels to do business with us to the role we play in people's lives. The success of our approach depends, in part, on our ability to design differentiated customer experiences that deliver measurable value. The Business Process Design & Improvement Manager (CX Design) will be pivotal in designing, refining, and delivering processes that enable the Cox customer experience of the future. We seek a process design leader who can help reimagine processes and influence the adoption of their designs across customer touchpoints. This individual will lead the design of enhanced customer experiences by collaborating with leaders within the Design team and with peers in Strategy, Operations, Marketing, Technology, and other teams across the business. What You'll Do Lead the design and implementation of business processes that enhance customer experiences across various channels and functions. Focus on the human, organizational, and customer experience aspects of business practices, processes, and policies, driving their transformation. Provide continuous and visible leadership for current and future end-to-end (E2E) experience improvement efforts. Monitor performance trends, effectiveness, and stability to ensure the intended customer experience is delivered and resolve any defects. Assess the effectiveness of existing business processes and develop sustainable, repeatable, and quantifiable business process improvements. Drive continuous improvement by shaping the current state and future design of the enterprise's customer experience, including streamlining processes, eliminating redundancy, implementing customer-friendly policies, and scoping capabilities. Leverage customer and employee feedback, along with qualitative and quantitative inputs, to identify opportunities and drive improvements. Define KPIs, policies, processes, capabilities, and engagement processes. Define capability requirements to enable the desired experience. Ensure accessibility and inclusivity across everything we design to meet diverse user needs. What's In It For You At Cox, we reward your hard work with meaningful benefits. First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! We value people more than technology. That means you'll work within a culture and with a team that values your leadership, your experience, your contributions, and you - yes, you - as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so. We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You'll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more. Who You Are Minimum Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year of experience; or 10 years' experience in a related field 2 to 4 years of process or design experience Executive Presence with the ability to present to leaders of various levels across the organization. Demonstrated Fact-Based Analytics Decision Making, Facilitation, Leadership, and Project Management experience Experience with business process improvement that enhanced the customer or agent experience. Demonstrated problem-solving skills and ability to identify root causes Experience with office suite tools such as MS Office, Word, Excel, PowerPoint Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout the organization Preferred Master's degree in a related field Certification in process improvement or service design methodologies, such as Lean Six Sigma and Human Centered Design Experience with process modeling and design tools, such as Lucid and Adobe Ability to lead and/or manage multiple workstreams and manage competing priorities Ability to work autonomously with little or no supervision Experience (or comfort) with working in high-change environments High adaptability, including the ability to react and adjust based on new knowledge or circumstances Ability to liaise and translate business and customer needs into user stories or business requirements, designed to drive technology delivery for desired results Understands AI and its opportunities for aiding design work and/or optimizing internal processes, and has demonstrated capability in integrating into existing processes or projects USD 90,100.00 - 150,100.00 per year Compensation: Compensation includes a base salary of $90,100.00 - $150,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits: The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. About Cox Communications Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today! About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.