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Director of Field Operations

2 months ago

Chicago, United States Zentro Full time

Zentro is one of the fastest-growing internet service providers in the country, and we're not about to stop there.

We're putting the corporate giants on notice by providing residential and business customers with remarkably fast, exceptionally reliable internet service for less. And we're doing it all with uncommonly responsive customer service and technical support - something the other guys can only manage in their dreams. Maybe.

READY TO BECOME A ZENTRO PRO?

Keeping internet connections up and running all day every day is kind of a big deal, and our people are proud to be doing it. Some might consider us the unsung heroes of the digital age. That's what we think of ourselves anyway. Every person and every role here is important, and the positive energy you bring to work with you has tremendous value.

Zentro Pros come to work every day excited to make an impact. If you have an entrepreneurial spirit like we do, a strong work ethic, and a common-sense style to conducting business, there's no doubt you'd fit right in. Zentro leadership also places great value on initiative, rewarding employees who exceed goals and expectations. So, if you're a real go-getter, you're definitely going to get noticed.

A COMFORTABLE PLACE TO DO YOUR BEST WORK

It's no secret - happy people do better work. So we proudly provide a pleasant, highly functional work environment where our Zentro Pros can find their center and excel. Our headquarters is presently situated in Chicago's burgeoning West Loop tech hub, surrounded by fast-growing technology companies of all kinds and sizes. We're a short distance from public transportation, not to mention a growing variety of Michelin-rated restaurants, entertainment venues, and the Fulton Market District. With a job here, work is only the beginning.

A SOFT SPOT FOR THE PEOPLE WE SERVE

Zentro is proudly committed to playing an important role in the communities we serve. We've even partnered with large municipalities (like the City of Chicago) to provide free Wi-Fi to parks and beaches. It's all about keeping people connected wherever they go. But, seriously, enough about us...we're really excited to learn more about YOU

ABOUT THIS ROLE
We are looking for an experienced operations leader to provide overall vision and direction to our Field Operations team. This detail oriented leader will be reporting directly to the Chief Operating Officer, this individual will be responsible for the day-to-day network deployment/buildout, and Fulfilment Operations, including in-house field technicians and deployment vendors. This role is also responsible for metric reporting and forecasting, leading the organization through performance and process improvements, establishing, and managing to a budget. The right leader will align closely and develop relationships with our Sales, Engineering, Project Management and Support teams.

Essential Duties and Responsibilities

  • Responsible for day-to-day field operations which includes network, deployment, and fulfilment operations.
  • Provide leadership the Field Operations, Fulfilment and Project Management staff, maintaining a high level of customer satisfaction by ensuring the installation, deployment, maintenance, and repair quality meets or exceeds our standards.
  • Schedule and plan work for field team and vendors
  • Manage vendor cost and schedule to meet budgets and deadlines.
  • Develop industry exceeding standards to maintain a high network reliability and customer ratings.
  • Maintain and improve existing network to support customer demand, quality standards and next gen products.
  • Build strong relationships and alignment between peers in sales, engineering, project management, customer support and finance.
  • Provide metric reporting, forecasting, and budgeting, using these to help drive performance and process improvements reporting results to the Executive Leadership Team.
  • Develop processes that improve production, efficiency, and productivity.
  • Continual challenging of existing processes and procedures to improve internal process and customer experience.
  • Establish a culture of innovation, improvement, and change, with a focus on customer experience, business efficiency and network performance.
  • Develop team, effectively delegate, and build upon teams' capabilities and prepare future leaders for additional responsibilities.
  • Maintain deep knowledge of the industry, emerging technologies, and standards.
  • Perform other duties as assigned.

Minimum Qualifications
  • 6 years leading a field team.
  • Ability to work collaboratively and communicate effectively to all levels of the organization.
  • Understanding of budgeting, forecasting and analysis.
  • Experience in IP networks.
  • Knowledge of MMWV radio deployment preferred.
  • Understanding of OSHA rules and regulations.
  • Experience in ISP MDU deployments including: ethernet, gpon, G.hn and managed wifi systems.
  • Bachelor's Degree highly preferred or equivalent experience.
  • Proficiency in MS Project, MS Outlook, MS Word, MS Excel, and MS Windows.
  • Excellent customer service orientation and excellent interpersonal skills