Senior Operations Manager

Verizon recently acquired Frontier and plans to transition non-union Frontier employees into Verizon compensation and benefits programs. This position will be part of that planned transition.

Senior Operations Manager Summary: This position may serve as an individual contributor or supervise a workforce of that install, maintain and/or support OSP network facilities, high-bandwidth services, and broadband services. The position duties include meeting service activation and repair commitment dates, maintaining revenue/expense objectives and promotion of new and existing company products. General Duties: Duties include, but are not limited to, the following: • Has a solid understanding of the business/department and is able to manage expense targets. • Able to articulate business/departmental KPI's to workgroups (i.e., can clearly set goals/objectives). • Holds team accountable to clearly achieve results through coaching and performance management while creating a performance culture environment. • Promotes new/existing products as required. • Works with Engineering and Operations Center to monitor workload and schedule manpower and resources needed to meet workload demands, customer needs, and company objectives. • Responsible for determining and fulfilling the needs of the team for employee development and training. • Communicate with other departments, e.g., Engineering, Operations Center, in an effort to improve the coordination between these departments as well as the overall quality of service experience for our customers. • Quality control, i.e. tool inspections, building and vehicle inspections, quality assurance inspections etc. • Be cognizant of and support the revenue budget. • Provide Capital Budget input as required. • Positively represent Company through active community engagement and involvement • Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required. • Business-related functions: Employee timesheet approval, email administration, internal/external communications, procurement management, Varasset administration, and overtime equalization. Employee Relations: • Consistently provides feedback and direction to local management, vendors, and field technical staff to ensure employee development, engagement, and business knowledge; complete regular employee performance appraisals/reviews. • Leverages all employee communication vehicles and opportunities (weekly/monthly/quarterly/one-on-ones) to obtain feedback on departmental goals, gain input on action plans and modifies direction as necessary, and to engage and hold employees accountable to overall business operations and results. • Utilizes and leverages existing employee recognition programs to reward key contributions and positively impact employee morale. • Partners with Human Resources to ensure firm, fair, and consistent application of HR practices/policies and labor agreements. • Ensures employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions and concerns in a timely manner. (When possible, 24-hour response time to all employee relations issues). • Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training and reinforcing state/federal safety requirements within the workplace. · Competitive Marketplace: • Engage in marketing initiatives to promote the company's products and services (i.e., TTL and marketing events). Customer Ownership: • Support employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions, and streamlining the work. • Respond to issues identified on Customer Surveys, works with teams to ensure action plans are developed and ensure