Telephone Operations Mgr II
JOB SUMMARY Responsible for overseeing the success of the telephone product line for the KMA. Responsibilities include working with the telephone implementation team to coordinate local engineering, field operations, marketing, dispatch, installation, etc. during the initial launch of telephone service and provide continuous local support for the launch of new products and services. Monitor performance of the telephone product including ensuring budget sales, revenue, cost, capital, cash flow targets are met or exceeded.
ESSENTIAL FUNCTIONS OF THE POSITION
Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork
Perform a cross-functional role to facilitate new market or new product or new process launch as they relate to telephone field operations. Work with various groups (Technical Operations, Core Call Center, Front Counter, Sales, Local Engineering, Process Management, PMO, etc.) to support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing field/technical operations.
Support the local technical operations group in the integration of telephone specific performance objectives into existing performance metric reports
Coordinate with network operations groups and support at the system level to assist in the satisfactory resolution of customer reported troubles and network outages to assure quality and consistency of voice, video, and data service to customers.
Create and track, as well as provide input into establishing benchmarks for, quality measurements relating to the level of customer service being provided for the Division. Develop plans, with assistance from group managers, for improving customer experience indices to targeted levels.
Coordinate preparation of the capital and operating budgets associated with providing telephone service. Monitor and report activity throughout the year to ensure capital and operating expenses are controlled according to the budgeted plan to meet or exceed annual cash flow, including negotiating with contractors and vendors to achieve bids within budget.
Be the KMA single point-of-contact for the identification and tracking of telephone sales, service installation/activation, trouble resolution and other customer experience process issues. Articulate and communicate the field process issues and establish and lead efforts to resolve them.
Create and forward status and tracking reports of telephone activities on a periodic basis as requested. Create and manage project plans related to the development of telephone service support capabilities.
Audit KMA operating practices against documented standards, methods, procedures and process documentation and report and correct compliance issues.
Perform other duties as requested by supervisor
PREFERRED QUALIFICATIONS
A. Skills/Abilities and Knowledge
Ability to provide leadership and direction to cross-functional teams with a mixture of direct and dotted line reporting.
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to address the public in a professional manner
Ability to prioritize and organize effectively
Ability to stay current on new technologies related to our industry
Knowledge of communication technologies (e.g., SONET, SS7, PSTN trunking, etc.)
Knowledge of network interfaces, architecture, and equipment configurations
Knowledge of broadband products and services
Knowledge of process and project management in a Broadband business
Knowledge of all functions and related tasks in the area of telephone service delivery
Knowledge of telephone products and services
Knowledge of telephone regulations for customer service, service delivery, collections, trouble management, engineering
Knowledge of VoIP network architecture and equipment
Knowledge of IP network architecture and equipment
Knowledge of telephone switch activation requirements
Knowledge of telephone network element activation requirements
Knowledge of general accounting and billing procedures
B. Education (level and type)
Bachelorīs degree in engineering, management or equivalent experience
SCTE certification, helpful
NCTI Advanced Technical Certification, helpful
C. Related Work Experience Number of Years
Management experience 5
Telecommunications service experience 5
Product Management experience 3
WORKING CONDITIONS
Office environment
Travel within the Divisionīs geographic serving area
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Telecommunications 
