Director - Operations Support - Time Warner Cable - Morrisville

Job Description
Time Warner Cable currently seeks a Director of Operations Support to be located in Raleigh, NC. Please find below a brief description of the essential duties and responsibilities required to function successfully in this position.

Primary Function

Provide Region with analytical support targeting regional and area specific performance opportunities, root cause analysis of service or product failures, process improvement initiatives, and other ad hoc analysis as required.Regional Contract Labor development – responsible for implementing our strategy for achieving
InHouse and Contract Labor performance parity by scaling those companies that exhibit the management and financial strength we require to provide the operations performance, recruiting & retention ability, and business flexibility and responsiveness required in the market.Regional Project Coordination and Communication – responsible for region-wide scheduled operations meetings, and ad hoc management of unplanned issues or problems affecting the entire NC region (eg, NCL, operations coordination of new product rollouts, working cross-functionally on major product or performance problems).

Essential Functions

Operations Analysis Utilizing both Enterprise and Regional analysis, develop and maintain analytics and process improvement recommendations to aid team in reducing transactions, improving productivity, and increasing satisfaction.Create analysis to correlate root cause activities against key departmental goals and process to identify cause & affect relationships.Integrate new tools & applications into our metrics analysis to provide increased visibility to performance dynamics.Monitor operations practices throughout the dept to ensure adherence to policy, and identify opportunities for standardization.Collaborate with Tech Ops Enterprise Operations Support on broader reporting and analytical initiatives. Regional Contract Labor development
Work with AVPs and Contractor Management Team (CMT) to ensure consistent application and communication of our contract labor performance requirements.Work with current Contract Labor companies to align with our strategic goal of achieving labor parity (performance & cost) between InHouse and Contract Labor.Identify Contract Labor companies that have demonstrated the capability, performance, and desire to scale up regionally as bona-fide business partners – and develop plan collaboratively with AVPs to consolidate around 5-6 companies of approx. 200 trucks ea.Develop and maintain a live list of prospective companies that we can bring into the NC market on short notice as/if needed. Regional Issue Coordination
Consolidate and maintain a standard Regional policies and procedures library.Track regional impacting initiatives, issues, upcoming events, or other significant events.Implement and facilitate a Weekly Operations Call to coordinate issues/events/performance review across the market.

Qualifications Bachelor’s Degree in Business or Engineering required and MBA preferredMinimum 10 years in Tech Ops role (combination field/dispatch/maint functions) required.Strong understanding of Tech Ops function, technical aspects of job, plant operations, product operations, and cable system design required.Proficient in CSG or similar MSO enterprise-level billing systems required.Strong process mapping and logical skills required.Ability to work effectively in a team oriented matrix organization, high demand and fast paced environmentExcellent skills in various Microsoft Office applications: Excel, Access, Power Point.Excellent math and statistical modeling skills required.Excellent verbal and written communication skills; must be comfortable interfacing with various Management levels and various audience sizes.Excellent time-management and organization skills.Able to work with minimal supervision.Strong leadership skills requiredAbility to work in a constantly changing work environment.Ability to develop and maintain solid working relationships with individuals across the region to achieve optimal results.

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