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.

Perform other duties as requested by management

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Strong working knowledge of DOCSIS telemetry applications and the ability to analyze upstream and downstream DOCSIS telemetry data, inclusive of Upstream PNM and Downstream distortions.

Knowledge of system Plant Design and understand Plant and Customer Premises Equipment Levels

Ability to perform complex troubleshooting with Modem Telemetry to Customer Premises Equipment

Provide data for budgeting, accountable for the functional budget and approve related expenditures

Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner

Ability to handle multiple projects and tasks

Ability to make decisions and solve problems while working under pressure

Ability to supervise and motivate others

Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.) Knowledge of all FCC compliance reports and other rules and regulations

Comprehensive understanding of applicable local and state rules and regulations

Comprehensive understanding of OSHA rules and regulations, both federal and state

Knowledge of company products and services

Education

Bachelor's degree in electronic engineering or equivalent experience

Related Work Experience

8 years technical experience

5 years project management experience

PREFERRED QUALIFICATIONS

Advanced knowledge of HFC and IP Networks

5+ years technical management experience preferred

Relevant industry and vendor-specific certifications and training

Data Analytics

PowerPoint

WORKING CONDITIONS

Majority of work performed in an office environment (M-F)

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.