Sr. Business Process Mgr. (Administrative)
Pay Range will be between $95K to $150 K annually
Key Responsibilities:
- Lead detailed business requirements gathering across departments for systems including Billing, CRM, Contact Center, ERP, and ETL.
- Translate business needs into functional and technical requirements to support system enhancements and new technology implementations.
- Conduct workshops, interviews, and working sessions with business stakeholders, SMEs, and technical teams.
- Analyze and document current workflows; identify pain points and areas for process automation or improvement.
- Develop and recommend optimized solutions that improve operational efficiency, data accuracy, and service delivery.
- Serve as a key liaison between BSS, OSS, technology teams, and operational departments.
- Align technical implementations with business priorities and customer experience goals.
- Coordinate testing, user validation, and deployment planning with project stakeholders.
- Drive integration of core platforms (e.g., BSS, CRM, ERP) to enable a unified digital ecosystem.
- Collaborate on system roadmaps and platform enhancements to improve customer journeys and internal workflows.
- Support data integration strategy across ETL processes and analytics initiatives.
- Select, implement and enhance BI Tools.
- Promote data-driven culture by improving data accessibility and aligning BI strategy with operational needs.
- Ensure business processes and systems generate the right data in the right format to power dashboards, KPIs
Required Experience & Qualifications:
- Bachelor's degree in Business, Information Systems, or a related field, and/or direct working experience (Master's preferred).
- 10+ years of progressive experience in business analysis, digital enablement, or process management within an ISP, broadband, or cloud services environment.
- Strong knowledge of enterprise systems such as BSS, CRM, ERP, Contact Center platforms and the use of APIs.
- Solid understanding of ETL processes and data management workflows.
- Experience leading cross-functional initiatives involving technical and customer-facing teams.
- Proven ability to drive digital transformation and streamline complex operations.
- Strong analytical, problem-solving, and documentation skills
- Excellent communication and facilitation abilities across business and technical audiences
- Familiarity with Agile or hybrid project methodologies
- Ability to balance strategic vision with hands-on execution
- Strong experience with process modeling tools
Equal Opportunity Employer
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