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Regional Field Operations Director
Entertainment & Media Industry Company
Rochester, NY, United States
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JOB TITLE: Dir, Regional Field Operations
JOB SUMMARY
Responsible for overall fulfillment standards and compliance across all management areas (MA), from the point of entry (demarcation with Construction/Maintenance) to the customer premise equipment, across the assigned region. Create, implement and enhance consistent standardized operating practices that are aligned with the company’s initiatives and strategic direction. Provide leadership and direction to the MA field operations including fulfillment and service for Enterprise customers, trouble call reduction, TQA as well as Enterprise dispatch and workforce management. Implement, measure and enhance consistent practices to ensure stable service delivery alignment with regional initiatives and expectations. Partner with Enterprise groups outside of Field Operations to optimize customer experience.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently monitor and support all Enterprise Field Operations efforts to simplify and enhance the customer experience
Engage and empower MA Enterprise managers to follow regional and corporate compliance
In working with the MA, ensure an innovative, collaborative work team produces exceptional results and customer experience
In working with the MA, ensure implementation of contract labor performance and continuous feedback on the performance of the contractors along with recommendations for business opportunities
Implement initiatives in collaboration with Corporate and Management Area leadership, and direct MA field operations, including fulfillment and service, fault rate reduction, and TQA
Responsible for adhering to best practice/standards identified within the region and ensuring compliance
Responsible for implementing and tracking quality improvements across the MA as measured by the company-wide field operations metrics
Ensure field compliance with corporate policies and procedures, Federal Communications
Commission standards and franchise requirements
Provide data for budgeting/forecasting, accountable for the functional budget and approve related expenditures
Translate corporate and field priorities into short-term objectives
Participate in developing and enforcing policies and procedures
Works with Dispatch, Workforce Management, Customer Service, and Field Operations teams to increase efficiencies to reduce customer experience issues and improve fulfillment and service delivery
Assist with planning for overall Enterprise technical aspects, implement new technologies and ensure system is capable of supporting these technologies
Work with corporate management to ensure new polices and processes can be successfully adopted and executed by Enterprise Field Operations
Perform other duties as requested by management
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) Knowledge of all FCC compliance reports and other rules and regulations
Comprehensive understanding of applicable local and state rules and regulations
Comprehensive understanding of OSHA rules and regulations, both federal and state
Knowledge of company products and services
Ability to think strategically and anticipate future trends, needs and expectations
Strong business planning and forecasting skills
Strong analytic, organizational, and problem solving skills
Ability to focus on overall strategy of the region
Strong team and relationship building skills
Proven leadership and mentoring skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Education
Bachelor's degree in electronic engineering or equivalent experience
Master’s preferred
Related Work Experience Number of Years
Technical experience 8-10
Enterprise technical experience or equivalent 5
Project management experience 5
Management experience 5
Installation and repair of WAN/LAN and wireless access point (WAP) related equipment experience
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Advanced knowledge of HFC and IP Networks
Knowledge of Enterprise Operations and Fiber Networks
Technical knowledge of company products and services
Education
Relevant industry and vendor-specific certifications and training
Industry and vendor specific certifications and training (NCTI, SCTE) (i.e. NCTI - Master Technician, HFC Networks or SCTE (BCSS) Business Class Services Specialist)
CCENT – Cisco Certified Entry Networking Technician
CCNA (SP) - Cisco Certified Network Associate (Service Provider)
WORKING CONDITIONS
Office environment
Exposure to moderate noise levels
Travel as required
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability