Senior Director, Community Solutions Operations

JOB SUMMARY

Responsible for the strategy and execution of several geographically-dispersed operational teams, including field engineering, installation fulfillment, technical support, and outage management. Develop KPIs and identify areas for improvement, proposing innovative solutions, incorporating expected benefits to KPIs and financials. Facilitate partnership and communication with the SCS Sales Team, Legal Team, Customer Service, Marketing Science, Field Operations, Network Operations and other departmental partners.

MAJOR DUTIES AND RESPONSIBILITIES

Leverage structured thinking and create intuitive frameworks to communicate and simplify complex scenarios, problems, and solutions.

Manage technical support teams for key projects such as Managed WiFi or bulk owner-responsible video from design to post installation support.

Work closely with Regional and Management Area Sales and Field and Technology Operations leadership to identify areas for operational improvement.

Develop and continuously evolve KPIs and dashboards to enable clear baselines, and propose initiatives to improve (efficiency, SLAs, etc.)

Initiatives may include supporting new product launches, and driving overall operational improvement through field service and call center initiatives.

Review and evaluate financial statements, projections, forecasts, and financial performance for trends and budget variances. Control expenditures to achieve the stated long and short-term strategic objectives. Responsible for developing and providing required management reports.

Coordinate and control the capital budget process including developing and enforcing management procedures, inventory control, and security.

Oversee preparation of annual budgets for each operational team.

Monitor project plans, manage project goals and activity; ensure weekly and monthly progress reports are provided to SCS leadership.

Complete revenue, cost and cost benefit analysis for new or proposed projects, as needed.

Ensure projects are successfully implemented and communicated.

Responsible for ensuring that department(s) adhere to company procedures including but not limited to operations, human resources, safety.

Thoroughly document root cause of identified issues, and internal/external improvement opportunities.

Lead and participate in professional development for operations center staff to specifically focus on forward looking technical and organizational skills.

Develop an effective front line leadership team and assist with developing their direct reports to drive a high performance proactive culture and environment.

Interface with Technology Operations, Engineering, Field Services, and other internal groups as necessary to ensure the timely and efficient resolution of problems.

Perform other duties as requested.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to analyze and interpret data and to make recommendations based upon analysis and expertise

Ability to communicate orally and in writing in a clear and straightforward manner, tailoring the message to the audience (from front line to senior executives)

Ability to develop and conduct formal presentations to all levels of management on issues or findings in assigned areas or subjects

Ability to manage multiple projects and tasks

Ability to manage and foster change

Ability to prioritize and organize effectively

Ability to supervise and motivate others

Ability to work independently and to make recommendations and decisions without direction

Ability to work well with people from all levels of organization, many different disciplines and varying degrees of technical and business experience

Demonstrated in-depth knowledge of personal computer and software applications (i.e. word processing, spreadsheet, presentations, etc.)

Ability to author/drive financial analysis

Demonstrated business acumen, including the ability to produce executive-ready updates, reports, proposals, and business cases

Knowledge of cable and telecommunications products and services

Required Education

Bachelors degree in engineering, business, or related field, or equivalent experience

MBA preferred

Required Related Work Experience and Number of Years

8+ Operations Management Experience

8+ Process design or improvement / program management experience

8+ Experience in leadership roles associated with driving sales / revenue

5+ Telecommunication industry leadership

PREFERRED QUALIFICATIONS

Preferred Education

Master's degree a plus

WORKING CONDITIONS

Office environment, up to 20% travel