Operations

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Manager Service Operations, Telecoms

Brooklyn, NY 11217

Employment Type: Direct Hire Category: Installation, Operations Job Number: 12132 Salary $: 110,000 Split Eligible: Yes Industry: Telecommunications Level of Experience: Mid-Senior

Job Description

Manager Service Operations, Telecoms

Our client, a leading provider of Telecommunications Services, is seeking a Manager Service Operations to build and manage its Installations, Service and Dispatch teams.

 

These are on-site roles for local NYC region candidates. This NOT a 100% WFH role.

These are full-time, direct-hire roles, not contract positions.

The company is not able to provide work visa or relocation support to candidates.

Relocation, sponsorship (H1b), and full-time remote or virtual office are NOT offered

Please no inquiries from Third-party recruiters. No C2C or 1099s offered.

Scope of Role

The Manager, Field Operations will provide managerial and technical leadership, day-to-day operations oversight and management of all operational aspects of Field Operations and Dispatch, and coordinate with internal departments such as Procurement, Fleet Management, and office support, as well as external partners such as installation subcontractors.

Responsibilities

  • Manage and grow a team of dispatchers, handling installation appointments and service calls.
  • Work closely with the company service department as well as third-party installation subcontractors.
  • Manage performance towards deployment and installation goals, driving customer satisfaction statistics.
  • Develop policies, procedures, playbooks, systems, platform to drive performance metrics.  Develop KPIs and Dashboards.
  • Deliver customer facing quality and operations reviews regarding department and vendor performance
  • Develop coverage plans to ensure staffing levels are sufficient.
  • Manage schedules to optimize coverage
  • Prepare and deliver all reporting metrics and field status reports 
  • Recruit, hire, manage, evaluate, motivate employees


Education, Experience and Skills Requirements

Bachelor’s degree, or equivalent experience.

5-8+ years experience in managing service, installation or dispatch teams, preferably for in-building DAS, low voltage electric or structured cabling. 

Prior experience with a Network Services Provider (Cable MSO, Telco, CLEC, ILEC, ISP) or with a Network Equipment vendor servicing the Network Services Provider sector, in a department management function such as Field Service Engineering, Field Operations, Customer Support, Customer Service, Professional Services, etc.

Additional Information

Established in 1991, J. Patrick & Associates, Inc is an Executive Recruiting firm that focuses on Executive Management, Sales, Marketing and Technical roles within Information Technology markets. We have over 20 years of experience recruiting in every aspect of AV/VTC/UC, Application, Storage, Information/Network Security, Mobile Technologies and Telecommunications. We handle Contingency and Retained search, as well as contract staffing. Our clients include industry-leading Technology Vendors, Systems Integrators, Telecommunications Service Providers and End User organizations.

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