Senior Operations Manager

2 weeks ago

Toronto, Ontario, Canada Frontier Communications Full time
Job Summary

Frontier Communications is seeking a highly skilled and experienced Senior Operations Manager to lead our team of field technicians and oversee the installation and maintenance of our services. As a key member of our operations team, you will be responsible for developing and implementing strategies to meet service activation and repair commitment dates, while maintaining revenue and expense budget objectives.

Key Responsibilities
  • Operations Management
    • Develop and manage departmental budgets to ensure revenue goals and expense targets are met.
    • Articulate business/departmental KPIs to work groups and hold teams accountable for achieving results through coaching and performance management.
    • Promote new and existing products to customers and ensure all customer requirements and needs are met.
    • Collaborate with Regional staff to improve processes and provide feedback to enhance customer responsiveness.
    • Monitor workload and schedule manpower and resources needed to meet workload demands, customer needs, and company objectives.
    • Responsible for determining and fulfilling the needs of the team for employee development and training.
    • Communicate with other departments to improve coordination and quality of service experience for customers.
    • Quality Control, tool inspections, building and vehicle inspections, Quality assurance inspections, etc.
    • Be cognizant of and support revenue budget.
    • Provide Capital Budget input as required.
    • Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required.
    • Business-related functions: Employee time sheet approval, email administration, Internal/external communications, procurement management, Viryanet Administration, and Overtime Equalization.
  • Employee Relations
    • Consistently provide feedback and direction to staff to ensure employee development, engagement, and business knowledge.
    • Utilize employee communication vehicles and opportunities to obtain feedback on departmental goals, gain input on action plans, and modify direction as necessary.
    • Partner with Human Resources to ensure firm, fair, and consistent application of HR practices/policies and labor agreements.
    • Ensure employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions, and concerns in a timely manner.
    • Respond to issues identified on the Employee Survey, work with teams to ensure continual action planning against issues throughout the year, and ensure follow-up to employees on issue resolution identified in action plans.
    • Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training, and reinforcing state/federal safety requirements within the workplace.
  • Community Relations
    • Positively represent the Company through active engagement and involvement in the community.
  • Competitive Marketplace
    • Engage in marketing initiatives to promote the Company's products and services.
  • Customer Ownership
    • Support employees who directly interface with customers by removing barriers, soliciting process improvement suggestions, and streamlining work.
    • Hold employees and other departments accountable to meet customer needs/demands.
    • Respond to issues identified on Customer Surveys, work with teams to ensure action plans are developed, and ensure follow-up on customer issue resolution identified in action plans.
What We Offer
  • Salary Range: $84,000 to $135,000
  • 20 PTO (Paid Time Off) days + 10 paid holidays per year
  • Day one medical, dental, vision, and prescription drug plan
  • 401k match of 50% on 6% of eligible compensation
  • Tuition Assistance Program
  • Personal & Work Life Balance Resources & Wellness Support Assistance
  • Employee Resource Groups
  • Same-sex spouse and domestic partner benefits coverage
  • 10 weeks of paid parental leave, & a phased return to work program for new parents
  • Up to $10k in adoption program assistance
  • 3 weeks of paid caregiver leave
Requirements
  • Two to four years of prior supervisory experience
  • Must be able to interact with internal/external customers and various community leaders to establish relationships and assist with problem resolution
  • Must possess strong leadership and interpersonal skills, along with a strong work ethic, and the ability to work well under pressure and/or with deadlines
  • Basic knowledge of engineering, plant service center, and outside plant functions
  • Must possess basic PC skills: Excel, Word, PowerPoint, and Outlook
  • Must demonstrate good oral and written communication skills
  • Must take pride and ownership in work, and exhibit a willingness to learn
  • 2-3 years HSI/DSL installation and repair experience
  • Advance knowledge of plant service center, central office, and outside plant functions
  • Basic knowledge of FTTH and data networking
  • Must possess basic understanding of electronics, electrical circuitry, network installation, maintenance, and testing of central offices
  • Must be able to perform complex hardware/software research and provide first-level technical support
  • Five years minimum experience in OSP and central office engineering and construction
  • Experience and knowledge of capital project management preferred
  • Knowledge of the practical experience with Outside Plant Engineering and Outside Plant Construction to include cable placement, line work, and splicing
  • Knowledge of and practical experience with various CO switching equipment, optical transport equipment, DSLAM hardware, ATM, TDM, DAC's, and various special service hardware
Education, Certification, and/or License Requirements
  • Must possess a valid state driver's license
  • Must have high school diploma or equivalent. College degree in business/management/telecommunications preferred
  • Successful completion/certification in related technical fields or vendor equipment desired
  • BA/BS in Telecommunications, Operations Management, or Business Administration preferred
  • CCNA, PMP, or CWNP a plus
Environmental Factors/Physical Requirements
  • Must be available 24/7 to support off-shift technicians and emergency situations as needed
  • Must be able to work in inclement weather, extended driving, and lifting and carrying of moderately heavy objects
  • Must be willing to work overtime, be on call periodically for nights and weekends, and work as required to accomplish NPEC goals and objectives
  • Overnight travel will occasionally be required

Frontier Communications is an Affirmative Action and Equal Opportunity Employer.

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