Field Operations Manager

3 days ago

Surrey, British Columbia, Canada Rogers Communications Full time

At Rogers Communications, we prioritize our customers' needs in everything we do. Our Field Operations team delivers exceptional service, connecting communities across Canada. We're seeking individuals who are passionate about technology, thrive in dynamic environments, and are ready to make a meaningful impact in the telecommunications industry. If you're ready to take on a challenging opportunity and be part of a team that values innovation and excellence, consider the following role.

This position is located in Surrey, BC

About the Role:

We have an exciting opportunity for a Field Operations Manager, reporting to the Director, Field Operations. The successful candidate will be accountable for assisting with the day-to-day operations of the Field Operations department, ensuring a high level of customer service is provided to our customers.

The Field Operations Manager will be responsible for leading, developing, and motivating a team of highly skilled field operations technicians to ensure customer experience and technician craft expectations. They will also be accountable for growth and training talent, leading the technician team, and helping the Directors decide and drive priorities in the region.

Key Responsibilities:

  • Manage and mentor people – recruitment and staffing, coaching and mentoring, employee development, performance management, compensation recommendations
  • Build and engage relationships with our family of employees and customers – daily communication with team members, monitoring engagement levels
  • Identify and remove any barriers to the team or the business
  • Manage and grow the business – roll out of new products, processes, and tools; identifying opportunities for improving business
  • Contribute daily to the delivery of an exceptional customer experience – handling customer escalations, monitoring work quality, and providing daily support to the team
  • Be knowledgeable of and ensure team adheres to all applicable Health & Safety regulations
  • Conduct regular site visits to assess operational performance, address challenges, and ensure compliance with safety regulations
  • Create, manage, and adhere to operational and capital budgets

Requirements:

  • Knowledge of CATV, CATV plant maintenance, construction, planning, installations, and service experience is a key element of this role
  • Supervisory training and/or experience with a strong track record of team building is an asset
  • Strong communication skills, including presenting ideas, public speaking to large audiences, writing various types of documents for internal and external audiences, facilitating effective meetings
  • Strong decision-making skills and demonstrate good judgment
  • Goal-oriented and motivated with the ability to work with the public
  • Ability to handle multiple tasks and work well under pressure to meet specific deadlines
  • Working knowledge of MS Office and Internet applications is required
  • Ability to work various shifts, including evenings, weekends, and statutory holidays
  • Must possess and maintain a valid driver's license and be able to provide a driver's abstract annually

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