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Director Service Delivery
Spectrum
Charlotte, NC, United States
Job Details - this job has expired, please see similar jobs below
OB SUMMARY
This position will have responsibility for guiding the regional fulfillment management team through growth in fiber connects while improving service delivery intervals, customer communication and service quality. This position will also serve as champion for the development and implementation of business process standardization across assigned operating regions.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Regional responsibility for the service deployment of all Charter Business fiber connects with emphasis on:
• Reducing the intervals to revenue as measured by the total days from contract to installation complete for all services
• Improving the overall quality of services deployed as measured by a reduction in trouble tickets issued and customer feedback via the welcome survey process
• In conjunction with the process engineering team and regional/KMA field operations leadership, driving process standardization that supports fiber service’s delivery within assigned regions
• Improving the overall value of customer communication during all stages of service delivery
• Build a regionally focused organization with subject matter experts in both coax and fiber disciplines to support service delivery oversight for 100% of all regionally assigned connects
• Utilization of key performance indicators (KPI) to understand existing and evolving service trends and to translate these trends into regional actions specific to service level goals and objectives
Develop, foster and maintain critical relationships within Charter to drive Charter Business service obligations to meet or exceed its goals.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to multitask in a role with little supervision and many demands from various business units
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to show judgment and initiative and to accomplish job duties
Ability to supervise and motivate others
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, Visio, MS Project, etc.)
Cross-functional management skills
Knowledge of broadband coax and optical products and services
Knowledge of process and project management in a Broadband business
Knowledge of all functions and related tasks in the area of telephony service delivery
Knowledge of telephony products and services
Ability to make decisions and solve problems while working under pressure
Education
Bachelor’s degree in business administration, telecom operations or related field, or equivalent experience
Certifications and/or Licenses
Valid driver's license, satisfactory driving record within Company required standards and auto insurance
Related Work Experience Number Of Years
High transactional and/or high growth in geographically dispersed company. 5 years
Business Operations Analysis experience 5 years
Telephony experience 5 years
Project management experience overall 7-10 years
Telecommunications/cable industry experience 7-10 years
Managed fulfillment of customer base equaling $40+ million revenue desirable 3 years
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to manage the work of large departments
Knowledge of products and services development
Knowledge of technical developments within the cable and competitive industries
Vision ability: close vision, peripheral vision, and ability to adjust focus
Knowledge of IP network architecture and equipment
Knowledge of telephony & data network element activation requirements
Knowledge of general accounting and billing procedures
WORKING CONDITIONS
Office environment
Office environment
Travel at 40% level or as required to fulfill key responsibilities.
Exposure to moderate noise levels