Director of Technical Operations/South-Houston Texas

Southern Division-Houston Texas

Reporting to the Regional Vice-President, this position has overall responsibility for the delivery of outstanding customer care in all aspects of Technical Operations activities (Field Sales & Service, Plant Operations, Dispatch, Quota Management, Contractor Services, Plant Extension, Construction, Utility Coordination, and Project Management). Managing multiple product lines, the Technical Operations Director will provide leadership, strategic direction, and effective coordination of activities in order to insure market profitability and customer satisfaction.

Develop and implement business strategies across the technical operations organization to meet established service metrics and quality assurance goals. Responsible for end to end network performance for 600,000-900,000 homes passed and all service delivery and fulfillment services for 360,000-400,000 subscribers.
Establish and monitor clearly defined key performance indicators (productivity, quality, sales, service rates, etc) for all Technical Operations personnel to support best in class customer service. Develop and implement strategies to achieve all network, service, new subscriber, and financial goals.
Assure network performance/service level compliance and reporting with federal, state and local requirements including annual FCC proof of performance and signal leakage.
Lead, direct and motivate an organization comprised of 400 exempt and non-exempt employees.
Provide superior leadership in order to maintain Employer of Choice status.
Oversee the hiring, training and development of the Technical Operations staff to ensure that personnel development and company financial goals are achieved.
Partner with Learning and Development to maintain a continuous learning environment for employee skill development and career growth.
Responsible for overall financial management of the Technical Operations team, including operating expenses, capital budget, forecasting, and strategic planning for the department
Develop and maintain strategic partnerships with cross-functional organizations to ensure effective implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer impacting issues.
Oversee the transition of centralized functions into the Technical Operations areas. Manage integration process to ensure seamless migration of affected functions.
Punctual regular and consistent attendance



Required Skills:
Job Experience:
7+ years of senior management experience in a technical operations environment.

Job Skill:
Demonstrated experience in leading, motivating and coaching a large employee base.
Strong sense of urgency in support of providing best in class customer service
Excellent communication, leadership, and development skills
Strong planning, analytical, financial, problem solving, and troubleshooting skills
Individual must be highly collaborative and demonstrate strong interpersonal skills.

Formal Education/Degree:
4 Year Degree (or equivalent business experience)