Sr. Manager, Service Delivery, Mobile Operations SupportApply Now 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
MAJOR DUTIES AND RESPONSIBILITIES
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.
BISCI or SCTE NCTI sponsored certifications desirable
Related Work Experience
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.
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