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Manager, Service Delivery

Company: Spectrum
Location: San Diego
Posted on: February 17, 2017

Job Description:

Client Reference Code: 188641-1 Provide direction and leadership to enable a professional on-boarding experience for coax and fiber commercial customers. This role will be a critical link between local field operations, shared services teams, 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 all sales channels, technical operations, construction, dispatch, care, network operations center (NOC) and engineering. Responsible for analysis and monitoring of on-boarding performance metrics (site surveys, installation timeframes, completion rates), assessing workforce capacity requirements, identifying training needs, aiding in new project launches and interfacing with external customers. MAJOR DUTIES AND RESPONSIBILITIES Develop and maintain a collaborative working relationship with key stakeholder within the key market area (KMA), shared services, operating groups and corporate services Understand and support local KMA 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 project timelines are met on both coax and fiber projects Implement and maintain agreed upon policies, processes and procedures Evaluate work load and capacity planning as it relates to customer delivery dates Customer interface during on-boarding process of fiber and large coax projects, work closely with sales support and service activation teams Engage with sales, sales engineers and network engineers to understand network designs, service level agreements and delivery dates to meet customer expectations Partner with the carrier and large complex fiber project management team and assist with coordination of local resources, both in-house and contractor Oversee the ordering of equipment, processing of capital requests and purchase orders; monitor inventory of customer premise equipment Ensure the NOC and other network support teams have all necessary information for the turn-up and ongoing support of fiber customers 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 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 Coordinate required training between corporate and KMA for network technicians and installers 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 Ability to show judgment and initiative and to accomplish job duties Ability to supervise and motivate others 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

Keywords: Spectrum, Oceanside, Manager, Service Delivery, Sales, San Diego, California

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