Field Operations Manager

2 weeks ago

Bellevue, United States The Ladders Full time
Position Purpose/Summary

The Field Operations Manager is committed to providing the highest quality of service to the communities, customers, and employees we serve. Responsible for the management of the Field Operations staff/contractors, ensuring the timely and efficient response to and resolution of Service Orders and Trouble Cases. Monitors technical advances and participates in the formulation of new (or modification of existing) standards. Participates in the development and management of annual capital and operating budgets.

Primary Duties & Responsibilities
  1. Manage all daily Field Operations activities including Service Orders (Installs) and Trouble Cases (Repairs) and manages corresponding key performance measures and overall market objectives on daily, weekly and monthly basis (including facilitating monthly performance reviews of the vendors)
  2. Report to Director of Field Operations on all Field Operations activities at regular intervals to inform management on issues and seek their counsel as required.
  3. Information Management: Manage the flow of information between different parties. Keep all stakeholders informed about relevant updates, changes, or decisions. Ensure that all necessary documentation is properly organized and accessible.
  4. Facilitate Communication: Act as a central point of contact for all communication between different departments, teams, or organizations. Ensure that information is accurately shared and understood by all parties involved. Key contact for field and corporate escalations, working quickly to resolve all issues related to operations and vendor management.
  5. Project Support: Provide support to ongoing projects by coordinating activities, tracking progress, and reporting status updates to relevant stakeholders. Ensure that project-related information is properly documented and shared. Create and maintain a quality program that develops processes and procedures to drive departmental and operational efficiencies delivering top tier customer experience.
  6. Strategic Planning: Contribute to the development and implementation of strategic plans by providing valuable insights and recommendations based on your understanding of stakeholder needs and interests to ensure timely and economical project completion, within the established schedule. Responsible for the development and monitoring of the section's operating budget. Prepares, analyzes, and manages vendor operations through statistical analysis of activity. Ensures vendors comply with company policy, procedures, standards, and operating principles.
  7. Relationship Management: Build and maintain strong relationships with internal and external stakeholders. Develop a deep understanding of their needs, expectations, and concerns while enforcing accountability to production expectations, KPI metric adherence, and invoicing accuracy.. Responds to customer complaints and initiates action to negotiate a resolution. Ensures vendors comply with company policy, procedures, standards, and operating principles
  8. Contractual Management: Manage SOW and PO processes and validate invoices for accuracy against SOW and PO approvals. Assist with negotiation MSAs, line-item pricing for material and labor, develop detailed SOW's and SLA's
  9. Responsible for weekly invoice processes from related vendor work....installs, repairs, maintenance and restoration
  10. Must be able and willing to travel, as required to meet vendors, audit market performance, etc.
  11. Performing all other duties and responsibilities as assigned.
Knowledge, Abilities, & Skills for Success
  1. Knowledge of and the ability to comply with Company's Customer Proprietary Network Information (CPNI) regulations and procedures.
  2. Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
  3. Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
  4. Ability to work as a team member and exert initiative to work independently to reach a goal.
  5. Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
  6. Ability to function effectively as a team player.
  7. Ability to work a flexible work schedule, as needed, to best serve our customers.

Qualifications

The Field Operations Manager must have 7+ years' experience with expanded levels of responsibility, including demonstrative experience in the planning and development of projects, and making operational and process decisions as well as 3 years of supervisory and management experience. This position is heavily on data analytics and accountability to key service measures (KSM's)

Physical Demands

Select one the following for the each of the items listed below:
  • N (Not Applicable) - Activity is not applicable to this occupation.
  • O (Occasionally) - Occupation requires this activity up to 33% of the time or 0 - 2.5+ hours/day.
  • F (Frequently) - Occupation requires this activity from 33%-66% of the time or 2.5-5.5+ hours/day.
  • C (Constantly) - Occupation requires this activity more than 66% of the time or 5.5+ hours/day.


Standing N• O☒ F• C
•Walking N• O☒ F• C
•Sitting N• O• F• C☒

Reach Outward N• O☒ F• C
•Reach Above Shoulder N• O☒ F• C
•Climbing N☒ O• F• C
•Crawling N☒ O• F• C
•Squatting/Kneeling N☒ O• F• C
•Bending N• O☒ F• C
•Keyboarding N• O• F• C☒

Driving N• O☒ F• C
•Hearing N• O• F• C☒

Perceiving N• O• F• C☒

Communicating N• O• F• C☒

Distinguish Colors N• O☒ F• C
• Outdoor Climate N• O☒ F• C
•Various Terrain N• O☒ F• C
• Cramped Workspace N• O☒ F• C
• Lift/Carry:

Up to 10 lbs N• O☒ F• C
•Up to 20 lbs N• O☒ F• C
•Up to 50 lbs N• O☒ F• C
•Up to 75 lbs N☒ O• F• C
•Up to 100 lbs N☒ O• F• C
•100+ lbs N☒ O• F• C
•Push/Pull:

Up to 10 lbs N• O☒ F• C
•Up to 20 lbs N• O☒ F• C
•Up to 50 lbs N• O☒ F• C
•Up to 75 lbs N☒ O• F• C
•Up to 100 lbs N☒ O• F• C
•100+ lbs N☒ O• F• C
•Disclosure

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

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