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.
