Manager, Home Services Operations

OverviewThe Manager, Home Services Operations is responsible for managing and optimizing Home Services Operations in FTTH markets to ensure highest standards of quality. Work closely with Fiber Engineering, Product Management – Home Services, Market Development, and Home Team management to ensure quality and efficient operations, reliable reporting, and strict adherence to standards. Directly Manages Home Services installation and repair activities, including Home Technicians and contractors.This position reports directly to the General Manager, Home Services.Responsibilities* Responsible for ensuring highest level of quality for installations and service calls including, but not limited to:* Install techs are on time (C Spire does not give a window, “on time” means “on time”).* Quality assurance on work performed by technicians and contractors.* Meet / exceed productivity goals.* Continuous improvement utilizing technology to reduce truck rolls and exceed customer satisfaction measures.* Ensure technicians are properly trained to meet / exceed all standards.* Inventory records are meticulously maintained.* Define and manage new processes as necessary.* Establish and manage to metrics to meet quality, financial and efficiency goals.* Responsible for end-to-end service delivery of home services:* Ownership and management of customers from contract through installation.* Establish and manage quality assurance processes to ensure quality first time delivery of all home services.* Define and manage to processes that reduce each step and overall delivery of service, minimizing time to revenue. Continuous improvement through technology.* Ensure proper training to meet / exceed all standards.* Establish and manage to metrics to meet quality, financial and efficiency goals.* Responsible for creation and management to metrics to continuously improve operational efficiencies and effectiveness. Ongoing analysis of data to ensure intelligent decision making and action.* Responsible for revisions and drafting of all Policies and Procedures which impact the home services organization. Responsible for ensuring policies are published in the Home Services Knowledge Base and are incorporated into ongoing training. Must ensure policies and procedures are followed correctly and every time.* Drive cost and time out of Installation procedures, drive cost down of customer premise equipment while maintaining high quality standards.* Manage Home Services Initiative to ROI model.* Perform additional duties as assigned.Qualifications* REQUIRED* Bachelor’s degree from a four year college or university or equivalent professional experience* Minimum 3 years of experience in Operations Management of a multimillion dollar (annual revenue) project/product* Minimum 3 years of proven success managing operations end-to-end including:* Creation and management of processes and policies* KPI establishment and management* Quality assurance* Achieving financial and productivity goals* Must be proficient with in Microsoft Office Products with particular expertise in Microsoft Excel* Must live in, or be willing to relocate, to the Jackson, MS Metro area* Excellent communication, presentation, organizational skills and ability to manage large projects simultaneously* Strong leadership with ability to motivate, develop and maximize cross functional teams* Proven history of being highly organized, excellent at follow through, able to think quickly under pressure, executing effectively under aggressive timelines, and have an ownership mentality* PREFERRED* Master’s degree or MBA strongly preferred* Strong knowledge of fiber optic systems, telecommunications services and IT systems preferred* 5 years of experience in Operations Management of a multimillion dollar (annual revenue) project/product* 5 years of proven success managing operations end-to-end including:* Creation and management of processes and policies* KPI establishment and management* Quality assurance* Achieving financial and productivity goals