Head of COPS Digital & AI Transformation at Vodafone United States

Bucharest, , Romania -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Agile, Budget Management, Coaching, Communication, Decision Making, Design Thinking, Improvement Processes, Learning and Development, Negotiation, Prioritization, Scheduling and Forecasting, Strategic Planning, Time Management

Industry

Telecommunications

Description

Support the Customer Operation department by transforming the way support is provided, keeping up with technology innovations and digital trends, in order to maximize support efficiency and increase its quality, maintaining optimal management of the function's budget and specific front office resources. Support and facilitate the simplification, streamlining of processes in the organization, by identifying and building synergies between different Agile and non-Agile functions of the company, while building and operating the Agile tribe in COPS. Build and be responsible for the execution of the strategy for scaling the support offered through automated channels (self-care, RPA, chatbot) and digital for the most frequent customer requests, thus supporting the TechCO transition, through simplified, automated, robotic processes and equipping the internal chatbot. Promote a way of thinking oriented towards innovation and experimentation, clear vision and productivity, building on the strengths of team members, with a focus on increasing autonomy and maturity. Act tactically, experiment in response to dynamic and continuous changes in the context, iteratively refine and enrich the experience offered to customers, optimally harmonizing and training cross-functional teams, autonomous by purpose. You have the ability to bring structure and clarity to an ambiguous, constantly changing context. Responsible for providing a relevant SLA for activation/implementation of newly activated/renewed services, keeping the promise of communicated deadlines. Actively participates in the construction of the COPS strategy, so that it is aligned with the company and Group directions. Focus on the growth of subordinates, through coaching, feedback, mentoring. Budget management, coordinates the optimal sizing of the Customer Operations department teams through anticipation and planning. Builds the customer support automation strategy, by activating and scaling the chatbot channel, in line with the company direction and offering customers a quality experience, which requires as little effort on their part as possible. Supports the development of chatbot capabilities. Acts as an ambassador of the culture of being open to change, facilitates adaptation in the organization, looks at the support offered to customers from a creative perspective, understanding the dynamics of the market context and future trends. Supports and delivers operational excellence, both from a human perspective - culture, values and experience, and from a functional perspective - building and executing a strategy congruent with the company's objectives, streamlining processes, budget management. Is responsible for planning and coordinating initiatives executed on the Agile methodology and Waterfall projects, as well as achieving business objectives. Identifies, manages and mitigates program risks and impediments, to facilitate the timely delivery of capabilities and features aligned with the strategic vision. Role model in what Agile mindset means, supports the framework and ensures together with the Scrum team its adoption and effectiveness, determines and removes obstacles that could interfere with the ability of teams to achieve assigned objectives. Inspires and encourages team members to develop, through coaching, feedback and facilitates the growth of the capabilities of people in the coordinated areas of expertise, so that they are up to date with the latest innovations and techniques in the field. Is aware of the views of front-line operational management regarding the causes that lead to sub-standard quality, efficiency and what are their needs. Aligns the actions of the quality improvement plan and increasing the effectiveness of processes with those for self-care channels Is responsible for meeting the SLA objectives for activation/resignation of new/existing customer services, supporting a trustworthy experience, transparency and keeping promises regarding the terms offered. Redesigns the internal activation/resignation processes, in such a way as to maximize operational efficiency, by eliminating unnecessary steps, automating standardized processes and simplifying those that involve process interventions from multiple teams. Is aware of the evolution of business indicators, anticipates and takes preventive measures for the budgetary execution of the Customer Operations department. Coordinates the development of forecasts regarding the volume of activity and the consolidation of the human resources budget of the Customer Operations department, in order to achieve their objectives. Ensures that, through the decisions adopted by the Programming team, action is taken to achieve the objectives, and they receive recommendations aimed at achieving the business objectives and maintaining operational excellence. Responsible for executing customer call routing strategies: forecasted service level, additional training required, budget influences, additional staffing requirements Over 3 years of experience in managing multiple projects in Agile, non-Agile set-ups, synchronization and optimization of work governance, strategy execution. Ability to demonstrate proven experience in successfully managing large, complex agile teams in a results-driven environment. Fluency in English. - Putting customer first - situation analysis, solution generation and decision making - coordination, budget management - learning and development - scheduling and forecasting - communication - time management - prioritization - strategic planning - conflicting priorities resolution - negotiation - improvement processes Agile, Design Thinking, Design Sprint Not a perfect fit? Worried that you don't meet all the desired criteria exactly? If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity. University degree Experience with Microsoft Office Suite (Word, Excel, Access, Visio, SharePoint and PowerPoint) and system documentation tools Coaching (example: Agile coaching, ICP-ACC)

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Responsibilities

The Head of COPS Digital & AI Transformation is responsible for transforming customer support operations through technology innovations and digital trends, while managing the budget and resources effectively. This role involves building strategies for automation and enhancing customer experience through self-care channels and chatbots.