What are the responsibilities and job description for the District Operations Manager position at 110 Alaska Communications Systems Holdings, Inc.?
At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?
POSITION SUMMARY
The District Operations Manager is responsible for ensuring a seamless customer experience, improving assigned workgroups performance, productivity, efficiency, profitability and organizational operations through effective methods and strategies. This position will supervise and lead field and network workgroups in their daily operations and facilitate projects and support the Director Field Operations as needed.
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Create and maintain a positive and service-oriented culture thru the organization! The District Operations Manager will be focused on improving the culture for employees through hiring and recruiting; on-boarding; training; and change.
Spend appropriate time with operations representatives for assigned function- it is your job to identify gaps in learning and service process and successfully facilitate improvements. This includes service process optimization and integration; the goal is to get the information back to the service team and to address issues as they arise. Managing customer escalations and coordinating customer feedback to the Organization.
Look at all processes and support schemes thru the eyes of the customer and create the exceptional experience that Alaska Communications strive to achieve, with respect to the business. Ensure Customer and delivery excellence of Alaska Communications products. Manage workflows and processes associated with service delivery.
Develop Management Goals with workgroups and ensure workgroups perform to these standards. Use this data to make decisions regarding process change and staffing needs. Ensure workgroups understand and adopt these new standards.
Ensure workgroups conform to statewide standards and be an active participant in implementing these standards in assigned region.
Manage and report on assigned projects and metrics. Projects may span across districts and to adjacent workgroups.
Create operational best practices that support efficient customer operations. Develop methods that complement development and implementation of industry best practices, operational standards, business processes, and policies and procedures. Improve processes and policies in support of organizational goals. Monitor adherence to rules, regulations, and procedures.
Manage workload, budget, and metrics reports and read out during Operational reviews. Expert and administrator for all existing operational reports and dashboards, and work with operations leadership to develop and launch new reports and dashboards.
POSITION QUALIFICATIONS
Competency Statement(s)
Accountability - Ability to accept responsibility and account for his/her actions.
Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea. Must be able to work with many different departments and drive Change thru groups that you might not have control over.
Communication Skills Written & Oral - Must have excellent oral and written communications skills. Able to succinctly describe status of business.
Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
Problem Solving - Ability to find a solution for or to deal proactively with complex work-related issues. Must be able to think outside of the box and be creative through continuous improvement.
Innovative - Ability to look beyond the standard solutions.
Education: Bachelor's degree in business management, engineering, or another related field. Equivalent combination of training and experience may be substituted for degree requirement on a year for year basis.
Experience: Minimum of five (5) years of progressively responsible experience in telecommunications, operations, or business management with at least one (1) year leading or directing others.
Preferred: Telecom experience preferred.
We hope you’ll join us as we change lives through technology.
