At Cox, we’re forward-thinking innovators who put people first. Our award-winning workplace culture is centered on inclusion and kindness, and we’re looking for people to join our mission to be a force for good in the world. Come build a better future with us across automotive, communications, the environment and more.

We want to do everything we can to keep our employees safe and healthy. Therefore, where permitted by applicable law, you will need to be fully vaccinated against COVID-19 to be considered for this U.S.-based job. Reasonable accommodations for medical and religious objections will of course be considered.

Keep reading to learn more about this opportunity to join the Cox family of businesses.

Role Summary

 The Sr. Director, Operations is a key leader which will provide strategic leadership and direction for the operations of the national Hospitality Vertical inclusive of Hospitality Network and BlueprintRF.  Responsible for identifying and developing new systems, tools, technologies, processes, partnerships, and training programs to support the Hospitality Teams.  Establishes, implements, and tracks technical/operational performance standards and KPIs.  Builds strong relationships with all levels of staff and management across the internal organizations and with our largest customers. Develop operational efficiencies through improved and aligned systems, process management strategies and technologies addressing internal and external business needs. 

 This role has strategic operational development and direct supervisory responsibilities.  Direct supervisory responsibilities include leading the BlueprintRF development and support teams.  Strategically, this position will work closely with internal teams (Sales, Product, Technology, Engineering, Service Assurance, Field Service and PM teams) and external partners, which are an integral part of operational environment, to establish operational priorities.  This position defines processes, performance requirements and metrics, develops collaborative environments, and develops operational models.  Key success factors include the ability to partner, influence and lead both directly and matrixed cross-functional teams, across the organization and 3rd party partners.

 Primary Responsibilities and Essential Functions

 Provide guidance and mentoring for direct staff and indirect matrix management of internal and external resources as appropriate.

Provide functional strategic leadership and execution of technology solutions, process management initiatives, internal systems, support partnerships while ensuring alignment with the company's business objectives.

Partner with other functional groups to develop, manage, track, and analyze operational support structures, tools, procedures, training, and processes to gain maximum effectiveness, efficiency, and drive a positive customer experience.

Engages with largest customers as top operational executive within the hospitality vertical to proactively improve operational efficiencies and reactively respond to escalation incidents.

Identify, propose, and influence business solutions, including negotiating deliverables and requirements across the organization and our customer base.

Ensure the design and integration of solutions, training and processes leads to the development and growth of the business through effective use of technology.

Work closely with sales, development, field service, project management, security, and technology unit(s) to fully understand business priorities, technical solutions, and the resulting impacts on the company as a whole.

Oversees business integration with CB for the hospitality vertical

Functions as “site manager” for BlueprintRF

Initiate and direct activity aligned with achieving operational performance and improvement goals.

Lead change management evaluations and implementation for the Hospitality vertical in process, systems, support, and partnerships.   

Direct Technology economic, alternative, and feasibility evaluations.

Consult with business leaders to define key performance indicators and service levels, create appropriate process frameworks, and initiate and direct improvement activities.

Establish and maintain audit compliance and controls to mitigate risks to the organization, while maintaining an environment focused on quality customer service and support.

Work effectively with technology and training partners as well as external vendors, ensuring the appropriate measures and controls are in place to drive optimum performance.

Manage departmental financial objectives including incurred costs, expense budget, capital budget, vendor contracts, and overall targets, etc.

Drive operational planning with Sales, Product, Technology, Engineering, Development, Support, Training and Hospitality teams to ensure new projects and production changes meet company criteria and are supportable throughout the lifecycle.

Ensure Knowledge Base documentation is captured to help standardize problem resolution work for the Hospitality teams.

Ensure adherence to legal, regulatory and security policies.

Assists employees in accomplishing department and individual goals and objectives by monitoring performance, providing feedback, and by counseling and evaluating performance.

Qualifications:

Minimum

 10 or more years of experience required in related field including 3 or more years management of an operational environment

Proficient computer skills in Microsoft Office Suite

Knowledge of current and emerging delivery platforms, support methodologies and tools

Experience leading cross functional teams and managing relationships with business customers

Strong knowledge and understanding of IT and Network industry trends and business drivers

Excellent analytical and problem-solving skills to work effectively with teams throughout organization

Strong vision setting, concept articulation and exceptional communications skills (presentation and written) that would facilitate effective partnering with internal customers, critical stakeholders, and technical leadership teams

Instinctive team player who can foster collaboration and build consensus across multiple constituencies, including the ability to communicate complex technical issues to multiple audiences

Ability to manage technically and geographically diverse staff and resources in both daily operations and production support

Successful track record functioning as a leader and motivational force when managing a team including identifying and resolving conflicts, and negotiating skillfully in difficult situations

Proven ability to establish operational procedures and standards

Up to travel required 

Preferred

 BS/BA degree in related discipline strongly preferred (e.g. Engineering, Computer Science)

Experience in hospitality and telecommunications industry desired

Experience in identifying training strategy or process management strategies and/or roadmaps

Who We Are

About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.

About Cox 

We are the Cox family of businesses. We’ve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us.  Our primary divisions – Cox Communications and Cox Automotive – are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators.  We’re also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation.  We’re looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope you’ll be going with us, and the common purpose that unites us at coxenterprises.com. 

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).  For more details on what benefits you may be offered, visit our benefits page.  

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.