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Sr. Manager, Service Delivery, Mobile Operations Support

Date posted 02/18/2019 Requisition Number: 234114BR Location: United States - Connecticut - Stamford Area of Interest: Customer Service, Operations/General, Project/Program Management, Telecommunications Position Type: Full Time
JOB SUMMARY
Regional or National subject matter expert (SME) resource who provides technical and procedural expertise to local Service Delivery and Project Management teams to enable a professional on-boarding experience for all commercial customers. This role will be a critical link between Service Delivery Leadership, local service delivery teams, shared services teams, product teams, engineering operating groups and corporate services. This person must have an excellent ability to influence internal and external key stakeholders and build consensus. Develop and maintain strong relationships with program and process management, sales operations, distribution network transport (DNT), day of install (DOI), complex support services (CSS), regional technical operations, care, network operations center (NOC) and engineering. Responsible for monitoring of on-boarding performance metrics, gap analysis, fallout reporting assessing workforce capacity requirements, identifying training needs, and assisting in new project launches.


MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience

Develop and maintain a collaborative working relationship with key stakeholders within the key market area (KMA), shared services, operating groups and corporate services at the Director level and above.

Understand and support enterprise budget, strategic initiatives and annual goals.

Take lead positions in improvement initiatives, product launches, and training plans for Service Delivery nationally.

Required to function in a lead capacity by providing coaching, mentoring, and training to others. May also manage others either directly and/or in a matrix project environment.

Manage fulfillment activity and process across multiple markets.

Lead process or product task force teams.

Create, implement and maintain agreed upon policies, processes and procedures.

Evaluate work load and capacity planning as it relates to service delivery business as usual (BAU) and special projects.

Engage with sales, sales engineers and network engineers to understand network designs, service level agreements and delivery dates to meet customer expectations.

Standardize the ordering of equipment, processing of capital requests and purchase orders; monitor inventory of customer premise equipment.

Monitor daily install status and completion rates; work with SDM/PMO team to establish best practices.

Monitor enterprise level site survey status; work with construction to maintain established targets.

Monitor installation days out; work with dispatch to maintain established targets.

Monitor pending and rescheduled installs; work with day-of-install and service activation departments to maintain established targets.

Monitor additional metrics as identified.

Check quality of select installs, trouble calls on installs and repeats to identify chronic issues.

Identify training needs for Field, KMA network technicians and installers and work with training to ensure roll out meets product launch date.

Provide input to the product development team on field impact and on-boarding launch requirements for new products.

Proactively communicate to all key stakeholders.

Perform other duties as requested by supervisor.


REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
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
Excellent ability to manage multiple strategic projects at one time, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure.
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.)
Technically capable to define specific product requirements
Technical understanding of service providers/MSO network architectures and technologies
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
Knowledge of IP network architecture and equipment
Knowledge of telephony & data network element activation requirements
Knowledge of general accounting and billing procedures

Education
Bachelor’s degree in business or technical area or equivalent experience
BISCI or SCTE NCTI sponsored certifications desirable
PMP certification desirable or readily obtainable

Related Work Experience
7+ Years Business Operations Analysis experience
7+ Years Telephony experience
7-10 Years Project management experience overall
7-10 Years Telecommunications/cable industry experience
3 Years Large fiber project management experience (20+ locations) desirable
3 Years Managed fulfillment of customer base equaling $40+ million revenue desirable
2 Years Service Delivery Manager II or PMO II Experience


WORKING CONDITIONS
Office environment
Travel as required

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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