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Director of Operations

Company Name:
The Payton Company
Director of Operations
Location: Lombard, IL
Salary Range: Base salary based on experience, with variable compensation.
Exempt/Non-Exempt: Exempt
Employment Type: Full Time
Description: A premier telecommunications company is looking for a Director of Operations. This position is primarily responsible for managing the customer care experience thorough our field operations team. Reports to executive level.
Duties: Leads customer care efforts with our Field Technicians. Managing customer care experience through proper management of installation, trouble resolution, communications, and service interruptions as this client provides TV, internet, and phone services to customers in multiple markets across the United States.
Manages allocated SG&A as well as assigned Capital Expenditures and allocates resources to support the business needs. Provides detailed reports on inventory status, budget variances, and overall cost management to insure KPI-s for the business are being met.
Develops and implements systems and tools necessary to measure individual technician performance, customer satisfaction as it relates to the technician and service level performance.
Develops and implements action plans to achieve desired levels of technician performance and customer satisfaction ratings.
Hires, trains, and supervises Operations management staff; ensures that the staff is empowered to exercise initiative and work creatively, participate productively in inter-departmental and inter-divisional teams, engage in regular professional development activities, and cooperate and communicate well within the company. Review and evaluate team on set intervals to insure performance is meeting goals and standards.
Identifies areas of improvement, providing input to executive levels, advising actions needed to achieve cost reduction and improved customer satisfaction.
Develops training and training standards for field technicians and management. Implementing training programs to ensure field team has the proper training on all company services offered.
Ensures Field Operations team is providing of comprehensive, integrated, reliable, high-quality services.
Ensures development of and adherence to company standards.
Develops and implements policies for the appropriate use and management of network and telecommunication resources.
Serves as main point of contact with current vendors.
Promotes and facilitates effective communication between Operations and other functional areas within the company.
Engages in a planned program of professional development, coordinated with goals and responsibilities; maintains continual growth in professional skills and knowledge essential to the position.
Primary contact for customer executive level escalation and response. Perform special projects and other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
Directly supervises 6 employees in the Field Operations. Carries out supervisory responsibilities in accordance with the organization''s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications: Bachelor-s Degree or equivalent; four to ten years related experience managing and/or training; or equivalent combination of education and experience. Detailed experience/education working with RF design and implementation for video and internet services required. Extensive experience working in MDU cable, internet and phone environment. Working knowledge of DSL, and VOIP deployment, provisioning a plus
Equal Employment Opportunity Employer

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