Position Purpose/Summary

• Manage all daily Field Operations activities including Service Orders (Installs) and Trouble Cases (Repairs) and manager corresponding key performance measures and overall market objectives

• Report to Director of Field Operations on all Field Operations activities at regular intervals to inform management on issues and seek their counsel as required.
• Information Management: Manage the flow of information between different parties. Keep all stakeholders informed about relevant updates, changes, or decisions. Ensure that all necessary documentation is properly organized and accessible.
• Facilitate Communication: Act as a central point of contact for all communication between different departments, teams, or organizations. Ensure that information is accurately shared and understood by all parties involved. Key contact for field and corporate escalations, working quickly to resolve all issues related to operations and vendor management.
• Project Support: Provide support to ongoing projects by coordinating activities, tracking progress, and reporting status updates to relevant stakeholders. Ensure that project-related information is properly documented and shared. Create and maintain a quality program that develops processes and procedures to drive departmental and operational efficiencies delivering top tier customer experience.
• Strategic Planning: Contribute to the development and implementation of strategic plans by providing valuable insights and recommendations based on your understanding of stakeholder needs and interests to ensure timely and economical project completion, within the established schedule. Responsible for the development and monitoring of the section’s operating budget. Prepares, analyzes, and manages vendor operations through statistical analysis of activity. Ensures vendors comply with company policy, procedures, standards, and operating principles.
• Relationship Management: Build and maintain strong relationships with internal and external stakeholders. Develop a deep understanding of their needs, expectations, and concerns while enforcing accountability to production expectations, KPI metric adherence, and invoicing accuracy.. Responds to customer complaints and initiates action to negotiate a resolution. Ensures vendors comply with company policy, procedures, standards, and operating principles
• Contractual Management: Manage SOW and PO processes and validate invoices for accuracy against SOW and PO approvals. Assist with negotiation MSAs, line-item pricing for material and labor, develop detailed SOW’s and SLA’s
• Must be able and willing to travel, as required to meet vendors, audit market performance, etc.
• Performing all other duties and responsibilities as assigned.

Knowledge, Abilities, & Skills for Success

• Knowledge of and the ability to comply with Company’s Customer Proprietary Network Information (CPNI) regulations and procedures.
• Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
• Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
• Ability to work as a team member and exert initiative to work independently to reach a goal.
• Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
• Ability to function effectively as a team player and work a flexible work schedule, as needed, to best serve our customers.

• Strong verbal and written communication skills to effectively convey information, ideas, and instructions to different stakeholders.
• Ability to establish and maintain positive relationships with diverse groups of people, including executives, managers, team members, and external partners.
• Analytical mindset with the ability to identify problems, evaluate alternatives, and propose practical solutions.
• Proficiency in negotiation and conflict resolution techniques to manage differing opinions and reach consensus.
• Strong organizational skills to handle multiple tasks, prioritize responsibilities, and meet deadlines. Meticulousness in managing information, documentation, and communication to ensure accuracy and quality.
• Ability to work effectively in cross-functional teams and facilitate collaboration among individuals with diverse backgrounds and perspectives.
• Flexibility to adapt to changing circumstances, priorities, and stakeholders' needs.

Qualifications

• 5 years’ experience with expanded levels of responsibility, including demonstrative experience in the planning and development of projects, and making operational and process decisions.
• 3 years of supervisory and management experience.
• Knowledge of and experience in all aspects of telecommunications outside plant/field operations preferred.
• Proven time management and organizational skills.

Physical Demands

• N (Not Applicable) – Activity is not applicable to this occupation.
• O (Occasionally) – Occupation requires this activity up to 33% of the time or 0 – 2.5 hours/day.
• F (Frequently) – Occupation requires this activity from 33%–66% of the time or 2.5–5.5 hours/day.
• C (Constantly) – Occupation requires this activity more than 66% of the time or 5.5 hours/day.