VP, Service Network Operations


Boca Raton, FL

Industry: Business Services


15+ years

Posted 77 days ago

  by    Porsha Hunt

This job is no longer available.

The VP of Service Network, reporting to the Chief Operating Officer, is responsible for all elements of the CCHS Service Network function and will lead CCHS through its continued strategic evolution and approach to the Service Network in support of the company's overall vision and strategy. The leader will evolve the Service Network to be a strategic advantage for our company.

The position is a Transformational role. While an element of the role is associated with traditional network and relationship management, optimization and capacity planning the more strategic element is Transformational in nature.

The transformational element encompasses, but not limited to, maximizing digital interactions and full visibility into status during the customer journey. The role is also responsible for transforming the existing business relationship in place with the Service Partners including sales, retention and product line expansion – this to create the mutually beneficial relationship that is core to our Service Network Supremacy aspirations.

The leader is responsible for realizing the key elements of the Service Network Supremacy Strategic Pillar; the most strategically important of all.

This position is responsible for the following functions and outcomes within the Service Network organization:

  • Strategy; evolution and execution of the Service Network strategy
  • Field Service Management; day-to-day management and governance of the SP Network via the Regional Managers
  • Recruiting of SP's via the National Recruiting team; both for core business and strategic new business models
  • Strategic Service Partner relationships with primary focus on largest partners, both service providers and parts suppliers
  • Supply Chain; maximizing supply chain efficiency and effectiveness of parts negotiation, procurement and distribution inclusive of the TSS (Research) function
  • Service Network Expansion; policy formulation and creation of new business models that are dependent on the Service Network (e.g. Smart-home devices, PON and Fee-for-Service)

This position will require frequent travel to ensure strong and positive relationships are created and developed with the largest of Service Partners.

Essential Capabilities:

  • Bachelor's degree or equivalent combination of education and practical experience
  • The successful candidate will possess demonstrable and proven skills in area Strategy formulation, strong negotiation, dispute settlement, organizational and time management skills
  • This will be complimented with proven and demonstrable hands-on Operational Execution
  • The successful candidate will possess proven capabilities in developing strong, open and equitable relationships with internal and external parties
  • The successful candidate will have demonstrable success in delivery of field based services through third-party entities
  • The successful candidate will have a proven strong command of key business metrics, be highly numerate and have a proven track-record in leading through data and metrics
  • The successful candidate will have proven Supply Chain expertise
  • The successful candidate will have identified and brought to market new revenue service delivery models
  • The successful candidate will have the command skills to effectively engage with the Executive Team / Board of Advisors while at the same time being able to command respect throughout their organization and Company.

Required Competencies

Executing Strategic & Operational Results

The successful candidate will demonstrate the ability to help shape the Service Network strategy and partner with and provide thought-leadership to senior management and provide them with insightful, value-added guidance.

Executive Agility

The successful candidate will demonstrate proven capabilities in successfully managing many simultaneous high and conflicting priorities, while in parallel driving tactical / remedial efforts alongside the above transformational initiatives

Leadership Courage

The successful candidate will demonstrate proven capabilities in challenging conventional wisdom and legacy mindsets. Equally they will be able to demonstrate confidence in 'discussing the undiscussables' and openly confronting uncomfortable realities.

Builds Great Relationships

The successful candidate will establish open candid and trusting relationships throughout the organization at all levels (BoA, executive & management teams, Associates and Service Partners) by living our organizational values and vision. They will influence the company decision making process as a result of their functional expertise, but also from demonstrating leadership, initiative and the ability to build strong partnerships.

Leading and Developing Talent

The successful candidate attracts, selects and retains high-caliber talent by recognizing organizational as well as individual needs. They create an environment that provides direction through open and regular communication and promotes continuous learning and development.

Industry Experience

The successful candidate has 15+ years of increasingly responsible positions in appropriate Field Service delivery organizations.

Developing and Delivering Innovative Solutions

The successful candidate has a track record of consistently delivering results in environments identified by a sense of urgency and continuous improvement. The successful candidate will not be satisfied with simply achieving goals, rather they will seek out ways to consistently exceed them, creating new perspectives and encouraging risk to create value for the Service Providers and CCHS.

Technology Management

The successful candidate will demonstrate broad based technical competency and will have a consistent record of accomplishment in identifying key technology needs in support of the overall business imperatives. Preferably they will have successfully led organizations through complex Field Service digital transformations.