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Director, Technical Operations
Entertainment & Media Industry Company
Centennial, CO, United States
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Job Summary:
Responsible for the delivery of outstanding customer care in all aspects of Technical Operations activities including installation, service, design, materials management, and daily workloads. Provides leadership, strategic direction, and effective coordination of activities in order to ensure market profitability and customer satisfaction.
Primary Responsibilities:
• Leads organization responsible for:
• XH metric Delivery
• Business Partner Management including metric and budget target delivery
• Region Analytics development and delivery
• Field Level Support in effort to improve Field Efficiencies
• Support field tools and applications needs
• Point of contact for HQ/WD Project Management
• Key Contact to ensure cross functional alignment
• Preparation of Region Functional Ops reviews data and staff meeting agenda/next steps
Core Responsibilities:
• Develops and implements business strategies across the Technical Operations organization to meet established service metrics and quality assurance goals. Responsible for end-to-end network performance for homes passed and all service delivery and fulfillment services for subscribers.
• Establishes and monitors clearly defined key performance indicators (productivity, quality, sales, service rates, etc.) for all Technical Operations personnel to support best in class customer service. Develops and implements strategies to achieve all network, service, new subscriber, and financial goals.
• Assures network performance/service level compliance and reporting with federal, state, and local requirements including annual FCC proof of performance and signal leakage.
• Leads, directs, and motivates a team comprised of management, exempt, and non-exempt employees.
• Participates in the hiring, training, and development of the Technical Operations staff to ensure that personnel development and company financial goals are achieved.
• Partners with Learning and Development to maintain a continuous learning environment for employee skill development and career growth.
• Manages the finances of the Technical Operations team, including operating expenses, capital budget, forecasting, and strategic planning for the department.
• Develops and maintains strategic partnerships with cross-functional organizations to ensure effective implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
Bachelors Degree or Equivalent
Generally requires 10+ years related experience
Additional Requirements:
• Recommended Multi-location, Multi-state environment experience
Company is an EOE/Veterans/Disabled/LGBT employer