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Mgr, Ent Svce Delivery I

Company: Spectrum
Location: Columbus
Posted on: June 19, 2017

Job Description:

Client Reference Code: 197631 JOB SUMMARY Provide direction and leadership to enable a professional on-boarding experience for fiber and limited coax commercial customers. This role will be a critical link between Enterprise, Regional and local Market Area leadership teams serving as a single point of contact. This person must have an excellent ability to facilitate and influence internal and external key stakeholders and build consensus. Develop and maintain strong relationships with all sales channels, technical operations, construction, dispatch, care, network operations center (NOC) and engineering. Responsible for the oversight of the core flow of order movement through various boundary partner teams in completing a successful end to-end customer installation. Analysis and monitoring of on-boarding performance metrics (site surveys, installation timeframes, completion rates), assessing workforce capacity requirements to meet standard SLO intervals, identifying training needs, aiding in new project launches and interfacing with external customers. MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience Develop and maintain a collaborative working relationship with key stakeholder within the key area markets shared services, operating groups and corporate services Understand and support local area market budget, strategic initiatives and annual goals Excellent ability to manage multiple projects at one time, prioritize and organize effectively, show judgment to make decisions and solve problems under pressure Ensure internal facing project timelines are being accurately captured and reported on all Spectrum Enterprise customer projects to support the adherence of agreed upon milestones, SLOs and Intervals Implement and maintain agreed upon policies, processes and procedures Assist local teams with evaluating workloads and support capacity planning as it relates to customer delivery dates Act as primary internal interface during on-boarding process of Spectrum Enterprise customer projects, work closely with order management and service activation partner teams Interface and Engage with construction, field technicians and network engineers to understand network designs, and physical plant designs, insuring established service level objectives (SLO ) and critical internal delivery dates are met. Monitor daily install status and completion rates; work with technical operations to maintain established targets Monitor site survey status; work with construction to maintain established targets Monitor installation progress with project manager and support all internal escalations to maintain established targets. Create, Monitor and maintain daily and weekly dashboards focused on order movement, SLO adherence and additional metrics as identified Assist with training of partner teams on all Spectrum Enterprise processes, products, tools and reporting as required. Provide input to the product development team on boundary partner impact and on-boarding launch requirements for new products Will be responsible for the end-to-end completion of escalations an expedites within your assigned area Attend and participate in local boundary partner staff meetings as required Proactively communicate to all key stakeholders Perform other duties as requested by supervisor REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to analyze and interpret data Ability to multitask in a role with little supervision and many demands from various business units Ability to communicate orally and in writing in a clear and straightforward manner Ability to communicate with all levels of management and company personnel Ability to define key performance indicators / metrics Ability to document, prepare and present data-driven presentations Ability to show judgment and initiative and to accomplish job duties Ability to supervise and motivate others Ability to use personal computer a

Keywords: Spectrum, Elyria, Mgr, Ent Svce Delivery I, Sales, Columbus, Ohio

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