This role is supporting the new Digital Life Services organization. This group will be launching AT&T's connected digital home services including Home Security, Home Monitoring, Home Automation & Control, Home Healthcare, Personal Energy Management and other applications.
Responsible for managing Field Operations vendor infrastructure implementation and performance for Digital Life. Responsibilities to include coordination of Market Launch Plan (MLP) and critical vendor implementation milestones including technician on-boarding schedules and training, as well as ongoing vendor performance management, to include customer experience, cost structure, process adherence, and quality assurance metrics achievement. Incumbent will coordinate with vendor partners to create Field OPS implementation plans, and create /manage vendor scorecards and track Installation and Repair performance metrics down to the technician. Coordinate directly with vendor partner coach/supervisors to address individual technician performance and process issues. Create performance management and improvement plans to address performance shortfalls.
3 years of experience Local Field Operations management
Experience in managing and/or supporting field operations teams
Strong analytical skills
Proven track record of success in Field Operations performance management & the creation/implementation of performance improvement plans and reporting
A passion for best-in-class customer experience
Excellent leadership and communication skills
Excellent written & presentation skills, with previous experience in preparing/presenting results to leadership teams
Previous experience in a similar role in the Alarm and Security Monitoring Industry.
More than3 years of experience Local Field Operations management
Feb 14, 2013, 2:16:45 PM
Senior Associate/Second Level Manager
AT&T - 22 months ago
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