The Sr. Director of Operations Support has responsibility for enterprise wide process and tools support of Field Operations Engineering teams including Regional Operating Centers and plant maintenance teams. The position supports 11 Regions and the direct report team of this role performs the technical process and product owner role for the ROC and Maintenance teams. This position also serves as the cross functional contributor to boundary partnerships with the Care, Field Operations and Network Operations teams.
This person must be self-motivated, customer and employee centric, with strong problem solving skills and able to work with minimal supervision. The individual will also need to have very strong interpersonal/communication skills, and able to work well with employees at all levels of the organization. The Sr. Director will help to identify, define, socialize and execute enterprise-wide strategies into short and mid-term objectives for Field Ops Eng. teams across the company, in coordination with RVPs, VPRE’s and Directors of ROC and Field Engineering teams. The person will be responsible to identify and implement programs that drive improvements in key performance metrics including alignment/standardization as well as improvements in TC reduction, NPS and MTTR for OSP related impairments. The individual will help define and implement field operation standards through development and implementation of processes, tools and technology best practices. As a leader at the enterprise level, this person must have the ability to provide operational input on business decisions that affect operations for all Charter Regions and Management Areas. The candidate must be able to work very well cross functionally with other departments in order to ensure success.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Lead an innovative, collaborative work team to produce exceptional results delivering the customer experience.
Inspire, influence and motivate cross functional teams.
Ensure signal quality throughout the distribution systems.
Ensure field compliance with corporate policies and procedures, Federal Communications Commission standards and franchise requirements.
Accountable for the functional budget and approval of all related capital expenditures
Ensure the boundaries of the technical services group are being pushed while being fiscally responsible for the organization
Provide data for budgeting, accountable for the functional budget and approve related expenditures.
Notify management of activities and issues.
Maintain good relations with local utilities, vendors, contractors and government agencies.
Translate strategic priorities into short-term objectives.
Participate in developing and enforcing policies and procedures
Oversee the development and deployment of staff and approves performance reviews
Direct and support the field operations team for success
Consult with executive management to plan for overall technical aspects; implement new technologies and ensure system is capable of supporting these technologies
Oversee all FCC regulation testing; ensure that requirements are met
Direct and implement installation and system maintenance projects
Perform other duties as requested by management
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
Comprehensive understanding of all FCC rules and regulations
Comprehensive understanding of applicable local and state rules and regulations
Comprehensive understanding of OSHA rules and regulations, both federal and state
Complete knowledge of company products and services
Advanced Knowledge of design and operation of HFC and IP Networks
Bachelor's degree in electronic engineering or equivalent experience
Related Work Experience
12+ years technical management experience
Demonstrated proficiency with project management
Industry and vendor specific certifications and training