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Provide direction and leadership to enable a professional on-boarding experience for fiber and limited coax commercial customers. This role will be a critical link between Enterprise, Regional and local Market Area leadership teams serving as a single point of contact. This person must have an excellent ability to facilitate and influence internal and external key stakeholders and build consensus. Develop and maintain strong relationships with all sales channels, technical operations, construction, dispatch, care, network operations center (NOC) and engineering.
Responsible for the oversight of the core flow of order movement through various boundary partner teams in completing a successful end –to-end customer installation. Analysis and monitoring of on-boarding performance metrics (site surveys, installation timeframes, completion rates), assessing workforce capacity requirements to meet standard SLO intervals, identifying training needs, aiding in new project launches and interfacing with external customers.
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 stakeholder within the key area markets shared services, operating groups and corporate services
Understand and support local area market budget, strategic initiatives and annual goals
Excellent ability to manage multiple projects at one time, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure
Ensure internal facing project timelines are being accurately captured and reported on all Spectrum Enterprise customer projects to support the adherence of agreed upon milestones, SLO's and Intervals
Implement and maintain agreed upon policies, processes and procedures
Assist local teams with evaluating workloads and support capacity planning as it relates to customer delivery dates
Act as primary internal interface during on-boarding process of Spectrum Enterprise customer projects, work closely with order management and service activation partner teams
Interface and Engage with construction, field technicians and network engineers to understand network designs, and physical plant designs, insuring established service level objectives (SLO ) and critical internal delivery dates are met.
Monitor daily install status and completion rates; work with technical operations to maintain established targets
Monitor site survey status; work with construction to maintain established targets
Monitor installation progress with project manager and support all internal escalations to maintain established targets.
Create, Monitor and maintain daily and weekly dashboards focused on order movement, SLO adherence and additional metrics as identified
Assist with training of partner teams on all Spectrum Enterprise processes, products, tools and reporting as required.
Provide input to the product development team on boundary partner impact and on-boarding launch requirements for new products
Will be responsible for the end-to-end completion of escalations an expedites within your assigned area
Attend and participate in local boundary partner staff meetings as required
Proactively communicate to all key stakeholders
Perform other duties as requested by supervisor
Additional Job Details: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 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 PMP certification desirable or readily obtainable BISCI or SCTE NCTI sponsored certifications desirable Related Work Experience Number of Years Business Operations Analysis experience 3 Telephony experience 3 Project management experience overall 5-7 Telecommunications experience 5-7 Large fiber project management experience (5+ locations) desirable 2 Managed fulfillment of customer base equaling $20+ million revenue desirable 2 WORKING CONDITIONS Office environment Travel as required
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