Operations Director

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Operations Director
Denver, CO
Operations Director – Denver, CO
BS Degree required
Manages 3 Direct reports with 17 total reports
Overview
Reporting to the Head – Managed Services, this senior leadership role will lead the US Customer Operations to ensure a consistent approach and customer experience for the Global Enterprise Solutions arm of the business.
- Improvement of customer experience programs
- Lead US Customer Operations across the key disciplines of
Service Delivery Management
Change Management and Provisioning
Assurance Management
Customer Engineering and Technical resources
Operational Supplier (and third party) management
- Strategic management of in country versus out tasking, in line with the global functions of
Global Assurance
Global Service Delivery
- Escalation point for all Customer Operations in US
- Staff satisfaction for all US operational staff
- Business Planning in conjunction with the commercial team
Duties and Responsibilities
This role will be the senior manager of the Customer Operations team in the US.
The role will ensure that a consistent approach (where feasible) is achieved across the GES businesses. The end result will be measured by the Customer, and Employee Satisfaction, along with the internal scorecard. Continue to manage GES business against scorecard and metrics. Work closely with internal suppliers/partners across the globe especially out of India.
The role will work intrinsically with the cross functional Management Teams, to ensure that the business plan is achieved across each of the operational countries.
Qualification & Experience
Educational / Academic Qualification
Graduation,B.E/ B.Tech/ MBA
PMP Desired
ITIL experience Desired
Candidate Specification
• Strong Telecom Technical Knowledge
• Proven ability to manage large teams across diverse geographies.
• Proven ability to drive continuous improvement programs globally
• Proven process reengineering skills
• Proven customer experience and focus at a senior level
• Ability to drive large teams to achieve and exceed performance metrics
• Excellent communication skills, both internally and externally
• Ability to operate at Executive management level, both internally and externally
• Ability to build, co-ordinate and manage virtual teams to resolve customer issues.
Technical/Functional Skills
• Strong Management
• Excellent communication skills
• Excellent written skills
• Telecom Background
• Excellent organizational skills: time management, prioritization of tasks.
• Autonomous/resourceful, willing to learn
• Ability to form strong relationships with Internal & External Customers
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