Operations Manager – Field Operations

Role Overview

• Report directly to the VP of Field Operations.
• Responsible for financial and operational metric analysis, executive presentations, and providing overall program management oversight to strategic projects.
• Research, strategize, and support the Operational leadership teams to assist in uncovering and cost analysis, metric analysis, and cost reduction measures across the business.
• Manage multiple complex key initiatives and programs dealing with cross-functional organizations and leaders at multiple levels.
• Deal with highly sensitive information and contribute to strategic discussions, decisions, and implementations.
• Conduct long-term planning to create initiatives that further the company’s overall goals.
• Coordinate different teams to foster exchange of ideas and provide cross-team learning opportunities.
• Inspire and motivate employees to perform at their best through positive encouragement and incentive initiatives.
• Communicate with the board or other senior officials about shifting company priorities and projects.
• Identify potential problems and points of friction and working to find solutions to maximize efficiency and cost.
• Identify opportunities to expand or shift course to align cost and service results to world class standards.
• Manage the organizational budget process by assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits.
• Enable field operations organizations and drive customer experience through strategic oversight of cross-functional processes and handoffs.
• Provide rapid and comprehensive response to all frontline field inquiries with high-quality, time-sensitive support/education/training/troubleshooting until complete issue resolution.
• Collaborate with leaders and support personnel in multiple workgroups including Field, Dispatch, Service Delivery, Service Assurance and other cross-functional sales and support teams to create process improvements and operational efficiencies that enable optimal operational results.
• Partner with other lines of business (Systems and IT) to conduct extensive troubleshooting and support for Operational related systems to ensure an efficient, consistent, and simplified user experience.
• Develop value-added recurring and ad-hoc reports with directional recommendations for leadership to identify areas of opportunity on key metrics, cost, and operational efficiencies.
• Perform extensive analysis on a variety of reports, and systems, to determine and create enhancements that standardize and simplify processes, policies, and procedures.
• Work directly with VP of Operations and his direct team to design, edit, and update Executive Operational presentations.

Requirements

• Bachelor’s degree or equivalent work experience
• Strong Financial acumen
• 5+ year’s professional work experience
• Prior operations or project management experience
• Analytical skills including strong business acumen
• Experience in reporting development – Power BI or equivalent
• Excellent verbal, written, project management and presentation skills
• Ability to summarize key issues to management.
• A collaborator with excellent people skills.
• Computer skills: strong skills on Microsoft Office (PowerPoint, Word, Excel)
• Knowledge of technology and telecommunications services
• Presentation and executive level deck preparation skills
• Customer service orientation
• Master's Degree in Business, Economics or similar field (bonus points)
• Telecommunications industry experience (bonus points)

Benefits

• Health insurance
• 401(k) matching
• Flexible working hours
• Paid time off
• Remote work options