Sr. Director of Residential Operations

Description

Assist the VP of residential operations with oversight of the various residential departments as well as identifying and addressing ongoing customer impacting issues and plan for upcoming events.

Must be able to work across multiple organizations and communicate effectively.

Requirements

Essential functions

• Manage projects that impact the residential operations including but not limited to roll outs of product enhancements, equipment swaps and new communication channels.
• Improves customer service quality results in the field or in the call center by studying, evaluating, and re-designing processes; identifying opportunities to improve service and quality metrics and managing the implementation of changes.
• Develop and deliver tools and training to improve overall quality of the customer service organization
• Coordinate customer communication of announcements of new products or enhancements
• Support internal communication/training of new processes and enhancements
• Assist with product development by assisting with collection of customer feedback, understanding industry trends or analyzing buying patterns
• Identify and communicate ways for the company to operate more cost effectively or efficiently
• Assist with troubleshooting of new technology to help develop a format that is repeatable as the rollouts occur
• Work with project management to make sure timelines are met and in budget. Communicate results and escalate issues as required
• Perform other related duties and tasks as assigned or as become evident.

Required Skills:

• Minimum of five years of experience in cable/broadband industry required
• Minimum of five years of customer service or tech operations management required
• Strong written and verbal communication skills required
• Bachelor's Degree in Business or technical area required
• Must have experience in operational planning, and leadership development.
• Ability to handle various tasks simultaneously, organize prioritizes, make decisions and work efficiently and effectively under deadlines.
• Ability to think through a problem, analyze and break it down into parts to resolve or come up with a logical solution.