Regional Operations Manager - (US-AL-Gulf Shores - 36547)

Minimum Education: None
Job Type: Full Time
Jobcode: N/A
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Responsibilities: Ensures the region meets Service Level Agreement (SLA) commitments to customers and follows up to guarantee customer satisfaction Responsible for achieving company metrics on Trouble and Service ticket resolution times as noted below: o 8 hour resolution on all trouble tickets 95% Closed in 1 Day 100% Closed in 3 Days o 3 business days on all service tickets 90% Closed in 1 Day 100% Closed in 3 Days o A �just in time� unit installation metric TBD o 2% or less trouble repeats through analysis of Frequent Ticket Report and escalation of chronic troubles to NOC and/or Field Apps for resolution assistance o 95% of better Quality Assurance performance Applies adopted company processes, policies, operational practices and coordinate training that allow daily operations to succeed, a.k.a �Best Practices� in a safe work environment Assists in preparing property for service turn up through completion of the Head End testing and acceptance procedure Oversees installation and maintenance of all company offered products/services through safe, accurate and timely response and utilization of the Enlighten software system. Insures that customers that have not had a SAS Walkthrough completed at time of initial service turn-up receive one at the first service upgrade or trouble report. Works in conjunction with Property Relations Manager (PRM) to attend HOA meetings as well as identify opportunities to increase average revenues per unit (ARPU) Serves as the initial escalation point for regional issues from residents, HOAs, etc. Continuously reviews the size of the workforce and justifies current needs based on workload and the latest productivity measurements Oversees dispatch of regional technicians to assure maximum productivity through coordination with the Call Center, NOC and Dispatch teams Ensures all necessary paperwork is completed by technicians such as VSSA, SAS and Service Assurance forms Maintains regular contact with Developer(s) to be informed of future expansion Works closely with Project & Construction management teams and other departments to assure Head End and projects will meet Committed Service Date (CSD) Manages JIT (Just In Time) ONT, Head End & Regional Spare and Truck Stock inventories and company vehicle upkeep Oversees upkeep and security for Head Ends Updates assigned property milestones and monthly property build-out forecasts in company database (Enlighten) Reviews all service orders and trouble tickets to insure proper billing for all ordered services and/or trouble reports caused by customer action Controls expenses by reviewing and approving expense reports according to Approval Matrix guidelines and working within the approved budget Works with builders to assure company infrastructure is not cut or damaged and that inside wiring specifications are being followed by appropriate parties Implements Emergency Preparedness and Disaster Recovery plans for the assigned region Performs other related duties as assigned and required Supervisory Responsibilities Supervises regional team members in all activities to meet or exceed all facets of the company business plans plan and in accordance with the organizations policies and applicable laws Ensures all technicians have proper tools, test sets and vehicles and are trained how to use each in a safe manner according to company processes, practices & procedures Interviewing and training employees Plans, assigns, and directs the work efforts of subordinates Conducts performance appraisals of subordinates work performance..

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