Operations Manager- Hiring our Heroes Fellowship Cohort 24-02 - Frontier Communications

Operations Manager- Hiring our Heroes Fellowship Cohort 24-02   

At Frontier, seeing what's beyond the horizon is in our fiber. And we’ve been doing just that for over 80 years – connecting communities with emerging communications technology across the country. At Frontier, we’re transforming our business to break new ground and taking the digital revolution across the nation. We’ve invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We’re growing our team so you can join us in exploring and opening new frontiers. Here, you’ll have the opportunity to build a powerful foundation for America’s future and yours.   

Job Description:   

Frontier’s leadership team will bring to life our Leadership Model focusing on Operations Proficiency, Safety, Employee Relations, Community Relations, Competition, and Customer Ownership. From fostering innovation and working cross-functionally to driving performance and delivering results through customer contact and community involvement the Frontier leadership model will allow us to exceed our market growth targets and deliver 100% employee and customer satisfaction.    

This position will provide leadership and supervision to staff and a workforce of field technicians that safely install and maintain both residential and business lines, OSP cable facilities, multi-line CPE equipment, hi-cap access services, broadband services, central office/transmission equipment and digital loop carrier equipment, installation and construction of central office transmission equipment and outside plant line and cable facilities.   

Position duties include meeting service activation and repair commitment dates, maintaining revenue and expense budget objectives, and promoting new and existing company products as well as supervising of company and contract resources to ensure that construction projects are completed promptly and follow Frontier's construction, service, quality, and safety standards. Ensures that maintenance of equipment and DEG components is completed throughout the year according to a set schedule to avoid service interruption to customers. Accountable for daily coordination with the Operations Center and Network Engineers, material disbursements, timesheet approval for contractors and company resources, and other duties as assigned by the Director of Operations.  

Key Responsibilities and Accountabilities:    

Operations Proficiency:    

• Has a solid understanding of the business/department and can pull P&L/budget levers to ensure revenue goals and expense targets are met (i.e., able to manage departmental budget) 
• Able to articulate business/departmental KPIs to work groups (i.e., can set goals/objectives to positively impact the P&L/budget)
• Holds team accountable for clearly achieving results through coaching and performance management
• Promotes new/existing products as required
• Ensures all customers’ requirements and needs are met
• Collaborate with Regional staff and provide feedback to improve processes to be more responsive to customers
• Working with dispatch, monitoring workload, and scheduling manpower and resources needed to meet workload demands, customer needs, and company objectives
• Responsible for determining and fulfilling the needs of the team for employee development and training
• Communicate with other departments, i.e. assignment, engineering, and dispatch, to improve the coordination between these departments as well as the overall quality of service experience for our customers
• Quality Control, i.e. tool inspections, building and vehicle inspections, Quality assurance inspections, etc
• Be cognizant of and support the revenue budget
• Provide Capital Budget input as required
• Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required
• Business-related functions: Employee timesheet approval, email administration, Internal/external communications, procurement management, Viryanet Administration, and Overtime Equalization

Employee Relations:    

• Consistently provides feedback and direction to staff to ensure employee development, engagement, and business knowledge; complete bi-annual employee performance appraisals/reviews
• Leverages all employee communication vehicles and opportunities (weekly/monthly/quarterly/one-on-ones) to obtain feedback on departmental goals, gain input on action plans modify direction as necessary, and engage and hold employees accountable for overall business operations and results
• Utilizes and leverages existing employee recognition programs to reward key contributions and positively impact employee morale
• Partners with Human Resources to ensure firm, fair, and consistent application of HR practices/policies and labor agreements
• Ensures employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions, and concerns promptly. (When possible, 24-hour response time to all employee relations issues)
• Responds to issues identified on the Employee Survey, works with teams to ensure continual action planning against issues throughout the year, and ensures follow-up to employees on issue resolution identified in action plans
• Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training, and reinforcing state/federal safety requirements within the workplace

Community Relations:   

• Positively represents the Company through active engagement and involvement in the community

 Competitive Marketplace:   

• Engages in marketing initiatives to promote the Company’s products and services (i.e., TTL and marketing events)

 Customer Ownership:  

• Supports employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions, and streamlining the work
• Holds employees and other departments accountable for meeting customer needs/demands
• Responds to issues identified on Customer Surveys, works with teams to ensure action plans are developed, and ensures follow-up on customer issue resolution identified in action plans

Required Skills:    

• Two to four years of prior supervisory experience 
• Must be able to interact with internal/external customers and various community leaders to establish relationships and assist with problem-resolution
• Must possess strong leadership and interpersonal skills along with a strong work ethic, and the ability to work well under pressure and/or with deadlines
• Must possess basic PC skills: Teams, Excel, Word, PowerPoint, and Outlook
• Must demonstrate good oral and written communication skills
• Must take pride and ownership in work and exhibit a willingness to learn
• Basic knowledge of FTTH and data networking 
• Must possess a basic understanding of electronics, electrical circuitry, network installation, maintenance, and testing of central offices

Preferred Skills:   

• 2-3 years of High-Speed Internet / DSL installation and repair experience, or military-related experience
• Five years minimum experience in OSP and central office engineering and construction
• Knowledge of practical experience with Outside Plant Engineering and Outside Plant Construction including cable placement, line work, and splicing
• Knowledge of and practical experience with various CO switching equipment, optical transport equipment, DSLAM hardware, ATM, TDM, DAC and various special service hardware
• Advance knowledge of plant service center, central office, and outside plant functions
• Must be able to perform complex hardware/software research and provide first-level technical support
• Experience and knowledge of capital project management preferred

Education, certification, and/or license requirements:    

• Must possess a valid state driver’s license
• Must have a high school diploma or equivalent. College degree in business/management/telecommunications preferred
• Successful completion/certification in related technical fields or vendor equipment desired
• BA/BS in Telecommunications, Operations Management, or Business Administration preferred
• CCNA, PMP, or CWNP a plus 

 Environmental Factors/Physical Requirements:    

• May need to be available to support off-shift technicians and emergencies as needed
• May need to be able to work in inclement weather, extended driving, and lifting and carrying of moderately heavy objects

When you’re in the business of making connections, diversity and inclusion become part of your fiber.  We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different and can add value, we encourage you to apply! #BuildGigabitAmerica   

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.