JOB SUMMARY

The Director Field Operations – Proactive Network Maintenance (PNM) is responsible for creating the strategy and enforcing the implementation of the Proactive Maintenance Program throughout Charter.

Proactive Maintenance (PM) is designed to accurately classify a customer issue and assign a truck roll based on Customer Premises Equipment (CPE) telemetry data. Degraded telemetry severely impacts performance and ultimately impacts the customer experience. Proactive outbound communication based on customer preferences is made depending on quota availability. A Field Technician is routed a specific job to correct the issues identified at the premise.

MAJOR DUTIES AND RESPONSIBILITIES

Develop and implement the overall strategy for the Proactive Network Maintenance Program

Implement consistent, standardized operating practices that are aligned with the Company’s strategy for the Proactive Network Maintenance Program

Work closely with corporate and regional leadership to ensure the direction of the program continues to grow while aligning with the strategy and vision of the business

Makes recommendations to improve quality of the overall Proactive Network Maintenance program.

Implements and tracks quality improvements for the Proactive Network Maintenance Program across the company.

Create, monitor, and enhance DOCSIS telemetry algorithms for both single family dwelling unit (SDU) and multi-dwelling unit (MDU) architectures

Develop, monitor, and improve operational processes related to customer communications, routing, quota, reporting and field execution of the Proactive Network Maintenance program

Forecast capital and operational expenses including modeling resource needs for the program

Ensure field compliance with corporate policies and procedures, Federal Communications

Commission standards and franchise requirements

Forward thinking and stays up to date on new technology in the horizon so that the program continues to evolve into the future.

Consult with senior management to plan for overall technical aspects; implement new technologies and ensure system is capable of supporting these technologies

Recommend processes from Proactive Network Maintenance to other portions of the business that add value

Attract and retain a highly effective managerial staff through optimum selection, training and development, appraisal and motivation techniques.

Lead and participate in succession planning and oversee the development of staff and approves performance reviews

Develop an effective front line Leadership team and assist them with developing their direct reports as to drive a high performance culture and environment.

Lead an innovative, collaborative work team to produce exceptional results delivering the customer experience.

Notify management of activities and issues

Maintain good relations with local utilities, vendors, contractors and government agencies

Interface with Regional Support Centers and Workforce Management teams to improve fulfillment and service delivery.