Requirements
About this Role:
Windstream is seeking a full-time Affordable Connectivity Program (ACP) manager, titled Consultant- ACP, to lead the ongoing program management of our ACP customers. The Affordable Connectivity Program is an FCC benefit program that helps ensure that households can afford the broadband they need for work, school, healthcare and more.
In this individual contributor role, you will lead our ACP program, from the onboarding process to win-back campaigns and all points in between. This senior leadership initiative will require the timely, methodical, and detailed collection and presentation around our ACP program. The end goal of the ACP program is to optimize the number of ACP customers we can onboard while minimizing the number of customers that exit the program.
As a Consultant-ACP, you will delve into the journey mapping of an ACP customer, from the initial onboarding process to communication plans to optimizing the monthly experience to guiding the customer base through the yearly recertification process, all through an exhaustive review of account notes, recorded calls and other event documentation associated with the customer’s experience with Kinetic and the ACP process.
What you’ll be working on
What You’ll Do:
- Consolidate the ACP customer journey data to thoroughly analyze the results and develop a summary of information that is comprehensible and actionable by multiple teams.
- Work cross-functionally with other Kinetic teams and team members to distill the information into results-oriented action plans while producing routine updates and presentations on progress.
- Carefully illustrate and enable narration of the learnings, trends and next steps from ACP customer data, feedback, and account research.
- Use highly developed analytical skills to organize and present information clearly and concisely to several audiences.
- Regularly attend working sessions to collaborate cross-functionally with other Kinetic team members.
- Contribute as a member of a team, working toward a common goal, to improve our ACP churn rate.
Do You Have:
- Strong passion for improving the overall customer experience.
- Excellent analytical skills.
- Ability to collaborate at a high-level across many different and diverse teams.
- Excellent oral and written communication skills.
- MS Excel and PowerPoint mastery.
- Excellent presentation skills.
- Ability to receive feedback and adjust as necessary
- Bachelor’s degree in business, or related fields.
- 5+ years professional level experience working with large amounts of data.
- Excellent communication and collaboration skills, and a keen attention to detail.
Our Benefits:
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
- Identity Theft, Legal, Auto & Home and Pet Insurance
- https://windstreambenefits.com
