Operations Manager
Suddenlink - Flagstaff, AZ

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Job Title: Technical Operations Manager II (Operations Manager)
Area: West Region – Arizona Mountain Systems – Flagstaff, Sedona, Payson
Classification: Full Time/Benefited/Exempt
Position Reports To: VP of Operations

Responsible for full accountability of the customer care, marketing, and field service functions in the Arizona Mountain Systems. Acts as a liaison between regional management, field system, customer care management, and marketing/sales operations. Coordinates with all functional departments regarding the optimization of overall business efforts. Works with other members of the management team to develop and implement strategic plans to achieve department goals, and is responsible for measuring the performance of all managers/supervisors in those functions. This position will work out of the Flagstaff, AZ office; however, must travel as needed to Sedona, AZ and Payson, AZ.

ILLUSTRATIVE ACCOUNTABILITIES
• Manages the customer operations to ensure that both short and long term operation objectives and financial goals are met.
• Administers departmental capital and expense budgets by managing the operation within given productivity parameters and reforecasting the staffing requirements necessary to remain within service level standards when transactions deviate from budgeted volume.
• Coordinates with various operating units within Suddenlink Communications to ensure the maximization of profit potential and cost reduction and the provision of excellent service and sales.
• Oversees the provision of services to customers throughout the network, including, but not limited to: installation, sales of service, dispatch, warehouse, construction, headend, service and repair of network facilities, customer education, and preventive maintenance programs.
• Oversees the Customer Care Department and insures customers receive the highest level of customer service.
• Oversees the Marketing/Sales Department.
• Assures a smooth integration of new products and service offerings into the customer care operation.
• Maintains high quality employees base by overseeing the selection process, training programs, and the ongoing appraisal of training.
• Promotes safety awareness among employees and assures compliance with safety regulations and reporting.
• Supports and drives the development of the sales culture
• Maximizes customer satisfaction by working with all departments to resolve customer issues.
• Takes initiative to identify and resolve issues including technical, operational, workforce and customer issues.
• Works with all departments to accomplish regional and company goals.
• Monitors regional KPI’s, evaluates operational gaps and makes required adjustments
• Manage contractor utilization within budgetary guidelines.
• Serves as a role model for subordinates in all areas of the business
• Actively supports the training and development of subordinates.
• Other duties as assigned
Position Requirements
ESSENTIAL JOB FUNCTIONS
• Ability to communicate in person and by telephone
• Ability to frequently speak and hear detailed or important information and/or instruction.
• Ability to frequently use repetitive motions of the wrist, hands, and fingers.
• Work requires visual acuity in order to prepare and analyze data at a distance close to the eyes.
• Ability to use reasoning to problem-solve and troubleshoot.
• Ability to give public presentations.
• Valid driver’s license and driving record within Company standards
• Ability to drive Company vehicle in a safe and responsible manner.
JOB QUALIFICATIONS
• B.S /B.A. – Business Administration or the equivalent.
• Three (3) to five (5) years general management experience.
• Ability to apply leadership skills effectively
• Skill in using a Windows-based computer
• Ability to prioritize and organize effectively
• Ability to execute customer care strategies that provide targeted service delivery to customers.
• Financial planning experience.
• Highly developed communications skills.
• Consistent record of accomplishing short and long term business objectives.
• Excellent presentation skills; ability to effectively sell in front of an audience.
• Ability to lead and motivate others
• Ability to prioritize and organize effectively
• Ability to work independently and with others
WORK EXPERIENCE
• Field service experience with cable, telecommunications or electronic equipment
• Customer service and sales experience
APPLICATION PROCESS:
Applications are available online at www.work4suddenlink.com.

Suddenlink - 12 months ago - save job - block
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About this company
44 reviews
Cequel Communications, which operates through subsidiary Suddenlink, provides cable TV, high-speed Internet access, and phone...