Director of Field Operations

Cox Enterprises Baton Rouge, LA
Purpose

Leads the Field Operations team to fulfill company strategies, practices and procedures for servicing the customer. The Director of Field Operations is responsible for the day-to-day operations for installation, service, maintenance and customer experience related to the Cox outside plant network and products. Sets departmental direction to maintain the balance between providing a best in class customer experience and achieving financial targets.

Major Tasks

* Develops and implements annual operating plans to ensure that strategic initiatives are identified and created to achieve the department's budget and both short and long-term operations objectives.

* Analyzes summaries of operating results and makes recommendations that influence the goals of the function.

* Manages departmental budgets and controls expense and capital expenditures while meeting or exceeding revenue and service objectives.

* Establishes functional strategic goals for improving operations, products and services.

* Directs, reviews and manages progress toward attaining a standardized customer experience and achieving performance deliverables, making trade-offs as necessary between local and enterprise performance in order to deliver results.

* Collaborates with peer-level leadership group within and across the enterprise on special projects and initiatives and to ensure that strategies and processes are aligned to optimize opportunities.

* Collaborates with all critical boundary partners (e.g., Customer Care, Technology, Marketing, etc.) to positively shape the customer experience.

* Directs the delivery of the highest quality services to customers, while establishing and maintaining standards for the satisfaction of the customer base.

* Identifies and executes strategies to improve the maintenance of telephony, commercial network, HFC, CATV and other equipment associated with plant facilities and distribution systems.

* Facilitates internal and external communications and drives a sense of urgency on activities that minimize breaks in service and outages.

* Works to ensure the group is prepared for future technology and service deployments, assuring a smooth integration of new products and service offerings into Field Operations.

* Identifies and corrects operational and leadership barriers that might otherwise hinder successful performance in Field Service and Outside Plant Maintenance.

* Provides direction and guidance in the preparation of programs to assure adequate training and development of teams, thus ensuring optimal performance of individuals, improved operational efficiencies, and reduced truck rolls.

* Enables and fosters the growth and development of the Field Operations team.

* Conducts succession planning and talent reviews, monitors development plans, and provides coaching and mentoring to leaders toward their skill enhancement and career development.

* Ensures adherence to company standards for employee safety.

Qualifications

Required

* 10 years of experience in Field Service, Network Operations or related field; 7 years of experience required if candidate possesses a related advanced degree (i.e., MS, MBA or above)

* 5 years successful management experience, demonstrating progressive leadership responsibilities

* Proficiency in MS Office Suite (i.e., Excel, Word, PowerPoint)

* Demonstrated experience in customer service environment

* Track record of successful collaboration among many diverse teams, individuals and functional groups (regional and national)

* Exceptional presentation, interpersonal, and verbal and written communication skills

* Ability to travel up to 20-25% or as required

Preferred

* BS/BA degree in related discipline; Advanced degree (e.g., MBA) strongly preferred

* 3 years' experience in a Field Services or Network Operations environment managing large teams as well as directly managing multiple managers and/or supervisors

* Experience managing departmental budget

* Experience in cable or telecommunications industry desired

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