Future Trials Operations Manager

2 weeks ago

Salford, Salford, United Kingdom TalkTalk Group Full time

Job Summary

The Trials Operations Manager will play a pivotal role in the smooth operation of the Future Trials Team by providing clear direction and support on a daily basis. This includes driving performance KPIs, training requirements, and process to ensure trials are successful.

Key Responsibilities

  • Support key stakeholders around the business, including Project and Development teams, to ensure new products are tested and new processes are reviewed and adapted with the customer in mind.
  • Utilize a full robust sign-off process, including 5 stages, to drive NPS.
  • Drive customer satisfaction and operational metric results on a daily/weekly/monthly basis, identifying opportunities for readiness to move from trial to live.
  • Accountable for the delivery of key projects and change across, leading the delivery of improvement plans, ranging from customer experience plans to new journeys, minimizing impact to operational performance.
  • Strong stakeholder management across all management levels, operating up to and including Head of Department.
  • Drive and own escalations and issues to resolution on behalf of our customer base.
  • Have a good commercial awareness and show understanding of the impact of not getting things right first time every time.
  • Trend analysis on workflows to identify incidents and operational issues.
  • Build and maintain effective working relationships where required.
  • Working closely with project teams and partners within the wider business to support trial success.
  • Good problem-solving and ability to interpret data with a good understanding of presenting back opportunities and any root cause analysis.
  • Ability to constructively challenge and feedback to your team and other stakeholders.
  • Good understanding of customer journeys.
  • Lead a small team in the UK with an emphasis on continuous improvement and operational readiness.
  • Understanding of requirements entry-level of trials, impacts on business, resource, and cost.
  • Supporting the delivery of new change, minimizing impact to operational performance.
  • Identify and challenge organizational processes that are unnecessarily complicated. Be able to add value and coach the organization to inspect and adapt processes.
  • Undertake continuous process improvement service levels, quality, and cost reduction.

Requirements

  • The ability and passion to challenge the norm, always putting the customer first.
  • Experience of people/team management.
  • Proven experience of stakeholder management.
  • Excellent Customer Service Skills.
  • Clear Communication Skills.
  • Ability to present data utilizing a variety of communication methods.
  • Excellent analytical skills.

Desirable

  • Provision/Order Management and Assurance experience.
  • Change Management experience.
  • Knowledge of TalkTalk and supplier processes and systems.
  • Knowledge of the TalkTalk products and order journey.

About Us

TalkTalk Group is a dynamic workplace that values diversity and inclusion. We are committed to creating a culture where you can truly be yourself and thrive in your career. We are not your usual 9-5, and we want to talk to you about how you like to work.

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