Director - Technical Operations - Time Warner Cable - Nederland

Job Description

The Time Warner Cable Central Texas Area currently seeks a Technical Operations Director for our Technical Operations Department in Nederland, TX. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Position Summary

The Technical Operations Director is responsible for providing the leadership, direction, and tactical execution of field installation and service and overall operation of field services for a Market with over 100,000 customers.
The responsibilities of this position encompass managing and directing the activities of the technical staff to ensure the highest level of system performance, quality of work and customer and employee satisfaction.

Essential Job Functions

Provides leadership and direction to the technical staff in the day-to-day operation of the department as well as plans for upcoming activity

Develops and implements performance standards, establishes goals and priorities, and ensures all functions are carried out consistently in manner that is aligned with Central Texas and Texas operations, in accordance with company policies/procedures and FCC standards as well as local, state and federal regulatory requirements

Work with quota/routing to ensure scheduling and work load are optimized for efficiency and effectiveness

Participates in the review and selection of materials, tools and test equipment used in the installation and repair process

Resolves problems with internal and external customers, ensuring appropriate action from field operations employees and contractors
Manages, measures, and ensures the overall effective outcome of work quality for video, data, phone and Intelligent Home services
Assist in developing and monitors operational and capital budgets
Provides reports and analyses to area and market leaders and others as necessary
Develops working relationships and collaborates with other departments to ensure the successful operation of the Technical Department as well as the overall business
Trains and develops staff and ensures programs are in place to appropriately develop the knowledge and skills of technical employees in support of the company’s objectives
Motivates staff to achieve a common goal
Cultivates a positive and respectful work environment through employee education, positive reinforcement, modeling the behavior, providing adequate work tools and administering policies fairly and consistently
Member of the Central Texas Area senior staff team with commitment to overall operational excellence of the Area, Market and Region Due to the 24-hour requirements of the combined operations departments, this position has critical responsibilities when emergency or unusual circumstances occur
Performs other duties as assigned

Job Requirements

Two years progressive experience in managing a technical operations department in medium to large size cable environment required
Must have solid work experience in budgeting, operational planning, and leadership development
Ability to handle various tasks simultaneously organizes, prioritizes, make decisions and work efficiently and effectively under deadlines
Ability to express oneself in a clear, concise and organized manner both verbally and in writing
Ability to think through a problem, analyze and break it down into parts to resolve or come up with a logical solution
The employee must be able to function under considerable levels of stress
Ability to deal with irate or difficult customers and/or potential customers as well as perform root cause analysis and recommend process changes to prevent future customer frustrations

Education And Experience

Bachelor's degree in business management, engineering, computer science, electronics or related field from four-year college or university preferred

Requirements

Travel includes Central Texas Market and about 10% travel outside of the Central Texas area to various meetings/trainings as required Supervisory/Managerial Responsibilities:
Supervises Technical Leaders within the Central Texas location
Responsible for the overall direction, coordination, and evaluation of the teams results in a manner that is highly responsive and collaborative with Area and Regional teams
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

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