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GCI's Operations Process Change Specialist III oversees a portfolio of projects from inception to delivery. Identify and address gaps from After Action Reporting to enhance both current and future capabilities and processes. Develop and implement program plans in collaboration with multiple stakeholders across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

+ Collaborate with relevant departments to coordinate process changes and implementations.

+ Establish a rhythm of business, ensuring cross-team alignment.

+ Identify key stakeholders for enterprise-wide processes.

+ Organize and facilitate discovery meetings.

+ Lead program alignment, set objectives, and allocate resources with stakeholders.

+ Manage and prioritize processes based on stakeholder needs and quantified benefits.

+ Communicate the overall program roadmap and provide periodic status updates to executive stakeholders.

+ Coordinate process implementation.

+ Drive project-related change management activities.

+ Create and effectively communicate change plans.

+ Define and implement metrics to measure and communicate success.

+ Collaborate with GCI University to develop training programs for process changes.

+ Support process practitioners in training and promoting change in the workplace.

+ Conduct Root Cause Analysis on major incidents.

+ Work with Applications Technology/IT to create system changes and drive requirements for upgrades that support process driven changes.

COMPETENCIES:

+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

+ Ability to deliver results with self-initiative and determination in a dynamic and often ambiguous environment.

+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

+ Effective consulting skills with the ability to influence a wide range of audiences and stakeholders, including technical and business clients, HR, finance, and employees at all levels up to senior leadership.

+ Demonstrated credibility through data driven decision making.

+ Ability to foster an environment conducive to learning & growth.

+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

+ Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.

+ Ability to accurately read, write, and respond to routine business correspondence such as emails, chat messages, policies, procedures, reports.

+ Ability to convey complex ideas in a clear and concise manner to a range of technical and non-technical audiences.

+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

+ Knowledge and understanding of process improvement projects, utilizing interview outputs, and data collection to drive enhancements.

+ Knowledge and understanding of process management.

+ Demonstrated knowledge and ability to lead both technical and non-technical process change initiatives and process improvement efforts.

+ Strong bias for action, with excellent attention to detail and commitment to follow-through.

+ Ability to use Service Management applications to administer and control Change and Configuration Management.

+ Ability to lead process improvement projects within agreed timeframes.

+ Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.

+ Ability to exercise judgment and escalate when necessary to maximize value from the organization, processes, and systems.

+ Ability to multi-task and simultaneously handle various projects and deliverables across many teams while achieving timely and accurate results.

+ Ability to create certainty from ambiguity while maintaining operational and financial security.

+ Ability to operate at a strategic level and dive deep into process details to drive results.

+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

+ TECHNICAL PROFICIENCY – Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

Additional Job Requirements:

This is an advanced level position within the discipline demonstrating comprehensive knowledge and proficiency in all areas of responsibility. Performs complex tasks and job duties, receiving minimal to no instruction on routine work and general instruction on new assignments. Works under minimal supervision with wide latitude for independent judgment. Supports higher level staff in implementing more complex projects.

Additional Competencies:

+ Demonstrated expertise using Service Management applications to administer and control Change and Configuration Management.

+ Demonstrated in-depth knowledge and understanding of process improvement projects, utilizing interview outputs, and data collection to drive enhancements.

+ Demonstrated expertise in process management.

+ Demonstrated functional leadership skills and knowledge of overall business impact and value chain.

+ Demonstrated strong consulting skills, with the ability to influence a wide variety of audiences at all levels.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

+ High School diploma or equivalent.

+ Bachelor’s degree in business administration, management, information management systems, or related field. *

+ Minimum of five (5) years of experience in financial analysis, project management, change management, process improvement, or related field. *

Preferred:

+ Six Sigma green belt or higher certification.

+ Certified project/program management credentials.

+ Telecommunications experience.

+ Other relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

+ Work is primarily sedentary, requiring daily routine computer usage.

+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

+ Ability to accurately communicate information and ideas to others effectively.

+ Physical agility and effort sufficient to perform job duties safely and effectively.

+ Ability to make valid judgments and decisions.

+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

+ Must work well in a team environment and be able to work with a diverse group of people and customers.

+ Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.