Overview:
**What´s the role?**
Responsible for leading all hands-on operational aspects of the company such as engineering, fixed and mobile network construction, maintenance, field operations, technical services, installations & repairs, and budget management. Provides leadership, strategic direction, and effective coordination of activities in order to ensure market profitability, customer experience and KPI & SLA compliance.
**Responsibilities**:
**How you will add value?**
- Develops and implements business strategies across the Technical Services organization to meet established service metrics and quality assurance goals.
- Responsible for end-to-end network performance for homes passed and all service delivery and fulfillment services for subscribers B2C and B2B.
- Responsible of the installation and repairs process including technology improvements, performance indicators, service, quality, and SLAs compliance.
- Establishes and monitors clearly defined key performance indicators (productivity, quality, service rates, etc.) for all Technical Services to support elite customer service and network reliability.
- Leads the finances of the Technical Services team, including operating expenses, capital budget, forecasting, and critical planning for the department. Creates strategies to achieve business goals such as increasing revenue, limiting expenses aligned to our business strategy.
- Develops and maintains strategic partnerships with multi-functional organizations to ensure efficient implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.
- Provides the leadership, management, and vision necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and people systems in place to efficiently grow the organization and to ensure financial strength and operating efficiency.
- Responsible for the measurement and effectiveness of all processes internal and external. Provides timely, accurate and complete reports on the operating condition of the company.
- Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of our organization.
- Motivate and lead a high-performance management team; attract, recruit and retain required members of the executive team not currently in place; provide mentoring as a cornerstone to the management career development program.
- Provides guidance and oversight in preparation of project understandings, schedules, budgets, fee proposals and negotiations.
- Other functions may be assigned.
Qualifications:
**What do you need?**
- Master's Degree in Business Administration or related field.
- 10 + years' experience in customer service management is required.
- 10 + years of experience working in the telecom industry are preferred.
- Fully Bilingual (Spanish and English).
- Solid working knowledge of budgeting, sales, business development, and critical planning.
- Demonstrated success in the following strengths: Forward-thinking thinking complimented by shaping and executing strategy; business orientation to include functional depth and breadth within telecommunications' operations and strong financial and budgetary skills.
- Strive to multitask and perform in a fast paced, dynamic and changing environment.
- Commitment to working with shared leadership and in multi-functional teams.
- Outstanding verbal, written and interpersonal skills.
- Excellent judgment and creative problem solving skills including negotiation and conflict resolution skills.
- Excellence in interpersonal management with the ability to coach a senior-level staff to manage and develop high-performance teams and develop and implement program strategies.
- Ability to prioritize and coordinate efficiently.
- Able to synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
- Strong leadership skills.
- Proficient in Microsoft Office (Word, Excel, Power Point).
- Ability to understand and communicate complex issues clearly and accurately.
- Ability to manage multiple and complex priorities within demanding timeframes.
- Excellent written, analytical and presentation skills.
- Skills & Abilities: Resourcefulness, Creativity and Innovation, Customer Focus, Initiative, Company Ambassadorship, Integrity and Ethics, Learning Orientation, Results Orientation, Quality Orientation, Collaboration.
- To perform the job efficiently, an individual should demonstrate the following proficiencies: Analytical Thinking, Problem Solving, Project Management, Decision-making, Change Management, Quality Management, Critical Thinking, Planning/Coordinating, Business Insight, Leadership, Accountability, Cost Consciousness, Negotiation.
