Director - Service Quality - Avaya - Dallas

Job description
Job Summary:
Govern and define ongoing delivery quality measures for APCS/Managed Services health and client retention in conjunction with APCS business leaders and Corporate Quality team. Define and execute quality programs in accordance with LEAN/Six Sigma best practices to ensure outstanding customer experience across the Service Design, Service Transition and Day 2 support processes within Avaya Private/Managed Cloud Services. Ensure standard processes are defined, documented and adopted. Define key performance indicators, and develop and implement business-relevant measurement systems. Analyze current state process performance, identify opportunities for improvement; collaborate with business unit leaders to implement improvement strategies; measure quantitative results, and drive optimal business performance. Develop and implement process control management systems to maintain performance standards.
Manage quality related of direct/retained programs and oversee performance of outsourced programs serviced through supplier(s). Monitor supplier performance; identify quality trends/concerns. Oversee risk assessment and mitigation process.


Summary of Essential Job Functions:
- Monitor performance of Service Design, Service Transition and Day 2 processes. Analyze data trends and identify areas for improvement/optimization.
- Oversee measurement and attainment of APCS Quality SLA’s/KPIs.
- Drive continuous process improvement for on-time Service Transition KPIs to accelerate revenue recognition and improve client satisfaction.
- Govern quality processes across Avaya’s Private/Managed Cloud Services.
- Design and manage Quality improvement initiatives, in cooperation with Avaya Corporate Quality
- Conduct Root Cause Analysis, Risk Assessments, and define defect avoidance strategies.


Special Certifications and Advanced Degrees:
LEAN Six Sigma Black Belt
Bachelor’s Degree

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