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Senior Manager, Project / Program Management The Senior Manager, Project / Program Management for Operations Support leads a team responsible for ensuring the smooth functioning of Sales and Service operations by providing comprehensive project management support for real-time process and tool-related issues creating complications for our frontline and customers. This individual is responsible for ensuring team members partner with Sales and Service teams to identify and investigate operational barriers and that they are bringing cross-functional teams together to develop and implement effective short-term solutions such as defining manual workarounds, outlining steps to resolve account level issues, identifying additional frontline training needed, etc. The Senior Manager, Operations Support will measure issues and ensure leadership awareness of operational barriers and their impact on the organization. They will also drive alignment within the business for the development of long-term solutions such as process, product or tool adjustments. What You'll Do Responsible for providing operational support to Sales & Service front-line and leaders when barriers are encountered; includes identifying, investigating & resolving real-time operational barriers creating complications for our customers & front-line teams Guide team members as they partner across the organization to quickly identify root cause of issues, outline best course of action to support our customers and front-line reps/agents, and bring those actions to life with cross-functional teams; actions could include definition of manual workarounds, development of steps to resolve account level issues, identification of additional frontline training needed, etc. Lead investigation and solutioning for complex operational barriers as necessary Ensure leadership awareness of real-time operational barriers and impact on our customers and organization Recommend process, product, policy, or tool adjustments that will eliminate or reduce operational barriers and collaborate across the organization to drive alignment on need for development of these longer-term solutions where necessary Establish and maintain intake and reporting for Sales & Service front-line and leader escalations and operational barriers Assist teams with issue resolution and escalations with a focus on informed decision-making and swift action. Ensure timely communication of issues to leadership as necessary Lead and inspire a high-performing team by fostering a culture of collaboration, accountability and continuous improvement Performs other duties as requested 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 *CCI employees will receive priority screening Bachelor's degree in a related discipline and 6 years of experience in a related field.