Team Mission -Field Technical Operations and Strategy:

The Central Ops, Learning and Analytics (COLA) team is a centralized organization focused on continuous improvement in the areas of customer experience and business performance. A key team within COLA is the Field Technical Operations Support (FTOS) responsible for service transition and performance optimization for field operations and drops, install and repair functions. Members of FTSO bring their experience and creative problem solving in direct support of continuous improvement of customer experience.

Role Description:

Scope for this role is focused on outside plant repair and maintenance and all related field operations functions. In this role the Lead will be responsible to guide cross functional operational improvement working closely with COLA domain leads to ensure a smooth transition of new processes and tools through implementation. The Repair and Maintenance Operations Lead will also be responsible to support continued performance improvement for all markets. Performance improvement scope will include analysis of existing key performance indicators to identify opportunities for improvement. The Lead will also work closely with market peers to develop and implement improvement plans. Focus will be primarily on performance optimization, efficiencies and growth/expansion.

The ideal candidate possesses strong analytical skills, proven vendor management capabilities, technical understanding of fiber to the home (FTTH) networks and strong communication skills. Success in this role requires a strong understanding and passion to drive outstanding customer experience. We are looking for highly motivated, hard working self-starters who are results-oriented to join our team.

Responsibilities:

• Utilize existing data to prepare and present performance reviews to market teams.
• Work with market teams to identify root cause in underperforming areas of the program and develop and implement improvement programs.
• Lead cross functional changes to share best practices across all market teams.
• Support preparation of business requirement documents for new tools and enhancements
• Provide subject matter expertise guidance to develop new and improve existing processes.
• Facilitate financial performance analysis

Minimum qualifications:

• 5 years of experience leading a network operations efforts with responsibility for: resolution of network outages, preventative programs, change management and training.
• Technical understanding of both passive optical networks and MAN IP networks
• Ability to manage large/complex cross functional projects
• Vendor management
• Effective communication skills, both verbal and written.
• Ability to leverage data analytics to drive improvements

Preferred qualifications:

• PMP or Six Sigma certifications.
• Knowledge of network drawings, route maps and scopes of work and interpreting fiber test results and auditing projects for compliance with scopes of work.
• Experience in operational improvement and process/workflow development.
• Analytical and financial skills.
• Knowledge of Sales Force - Field Services Lightning

The US base salary range for this full-time position is between $160 K - $235 K bonus equity benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.