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 Summary
We are seeking a highly skilled and motivated individual to join our team as the Director of NPS Elevation Program, a structured program to solicit, track and prioritize input from our frontline team to improve customer experience. In this critical role, you will be responsible for overseeing the deployment of Net Promoter Score (NPS) elevations to frontline organizations, including retail stores, call centers, and field technicians. You will also manage the program on an ongoing basis to maintain buy-in from the different teams, prioritize elevations based on impact to customer experience, track progress, and report to our executive leadership team.
Responsibilities
• Develop and execute a comprehensive deployment strategy for NPS elevations, aligning with the organization’s customer experience goals and objectives.
• Collaborate with cross-functional teams to define deployment timelines, resource requirements, and performance metrics.
• Collaborate with the leadership of the different frontline organizations to identify NPS Champions to help with the deployment and establish buy-in for this program across all levels.
Manage NPS Champion through influence to ensure a force multiplier is attained.
• Oversee the end-to-end process of deploying NPS elevations, ensuring timely and accurate implementation across various frontline channels.
• Coordinate with the CX platform team to develop and deploy the NPS elevation application.
• Possess a deep understanding of NPS methodologies and tools, leveraging this knowledge to optimize deployment strategies.
• Collaborate with IT and technical teams to address any technical challenges related to NPS elevation implementation.
• Establish quality control measures to identify and resolve issues promptly, ensuring a high level of data accuracy and integrity.
• Work closely with the analytics team to gather and analyze NPS data, deriving actionable insights to enhance customer experiences.
• Prepare and present regular reports on deployment progress, key performance indicators, and actionable recommendations.
• Develop change management plans to support the adoption of new NPS elevation processes and tools within frontline organizations.
• Provide training and support to the CX Champions to ensure a smooth transition and sustained success.
Qualifications
• Bachelor’s degree in Business, Marketing, Technology, or related field; Master’s degree preferred
• Five to seven years proven experience in managing and leading deployment teams in a complex and dynamic environment
• Strong background in Net Promoter Score methodologies, customer experience, and data-driven decision-making
• Project management skills, with a track record of successful strategy execution and project delivery
• Communication and interpersonal skills, capable of engaging and influencing stakeholders at all levels.
• Proficiency in data analysis and reporting tools
• Familiarity with change management principles and practices
• Ability to travel as needed to visit frontline locations and engage with teams in person
Altice 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.
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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.
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