Sr. Director SMB and Mid-Market Service Assurance

Profile

**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

Reporting to the VP, Operations for Business Services (West Division), the Sr. Director is responsible for operations in the Tier 1 Customer Service/Service Assurance Organization. This leader helps drive efficiencies and cost savings by assisting in developing, analyzing and interpreting performance, project cost and subscriber activity to increase effectiveness of departmental projects. Provides leadership and direction for diverse and complex functions. Contributes to the development of the organization's business strategy. Interprets business strategy and develops organizational objectives to align with this strategy. The successful candidate for this role will reside within the West Division footprint: CO, MN, MO, CA, WA, OR, NM, UT, AZ, KS, TX.

Job Description

Core Responsibilities


Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations.

Partners with interdepartmental and field leaders to forecast, appraise and report operating results in terms of performance against plan.

Tracks, analyzes and reports performance data on key departmental initiatives.

Monitors the expense process; establishes budgets and constraints to assure expense goals are met.

Develops service policies, programs and systems to support strategic direction.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.


Additional Requirements:


Vendor management engagements and strategy for utilization of business partners to best meet needs of the business

Maintain agility of organization to support service levels, all call center KPIs and leading diverse organization to exceed all metrics and customer experience objectives

Cross-functional partnerships with Tier 2 and respective functional peers to drive partnerships to reduce customer transfers mitigate ticketing work unnecessarily to Tier 2 and Field partners

DE&I focused leadership in all decisioning on what is best for the organization and **MEMBERS ONLY**SIGN UP NOW***.'s mission

Continual focus on organizational improvements, agility and efficiencies


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:


This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.


**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

**MEMBERS ONLY**SIGN UP NOW***. is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, **MEMBERS ONLY**SIGN UP NOW***. also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years

Salary:

Pay Range: $128,497.53 - $192,746.29

**MEMBERS ONLY**SIGN UP NOW***. intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

Sign Up Now - MiamiCrossing.com