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Manager Enterprise Service Delivery I - Spectrum Enterprise

Location
Cleveland Heights, OH

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Client Reference Code: 221978-4About Spectrum EnterpriseSpectrum Enterprise, a part of **MEMBERS ONLY**SIGN UP NOW***., is a national provider of scalable, fiber-based technology solutions serving many of America's largest businesses and communications service providers.The broad Spectrum Enterprise portfolio includes Internet access, Ethernet access and networks, Voice and TV solutions extending to Managed IT solutions, including Application, Cloud Infrastructure and Managed Hosting Services offered by its affiliate, Navisite.Our industry-leading team of experts work closely with clients to achieve greater business success by providing these right-fit solutions designed to meet their evolving needs.For more information, visit enterprise.spectrum.com.Job SummaryProvide direction and leadership to enable a professional on-boarding experience for fiber and limited coax commercial customers.This role will be a critical link between Enterprise, Regional and local Market Area leadership teams serving as a single point of contact. This person must have an excellent ability to facilitate and influence internal and external key stakeholders and build consensus.Develop and maintain strong relationships with all sales channels, technical operations, construction, dispatch, care, and network operations center (NOC) and engineering.Responsible for the oversight of the core flow of order movement through various boundary partner teams in completing a successful end u2013to-end customer installation.Analysis and monitoring of on-boarding performance metrics (site surveys, installation timeframes, completion rates), assessing workforce capacity requirements to meet standard SLO intervals, identifying training needs, aiding in new project launches and interfacing with external customers.Major Duties and ResponsibilitiesActively and consistently support all efforts to simplify and enhance the customer experienceDevelop and maintain a collaborative working relationship with key stakeholder within the key area markets shared services, operating groups and corporate servicesUnderstand and support local area market budget, strategic initiatives and annual goalsExcellent ability to manage multiple projects at one time, prioritize and organize effectively, show judgment to make decisions and solve problems under pressureEnsure internal facing project timelines are being accurately captured and reported on all Spectrum Enterprise customer projects to support the adherence of agreed upon milestones, SLOu2019s and IntervalsImplement and maintain agreed upon policies, processes and proceduresAssist local teams with evaluating workloads and support capacity planning as it relates to customer delivery datesAct as primary internal interface during on-boarding process of Spectrum Enterprise customer projects, work closely with order management and service activation partner teamsInterface and Engage with construction, field technicians and network engineers to understand network designs, and physical plant designs, insuring established service level objectives (SLO) and critical internal delivery dates are met.Monitor daily install status and completion rates; work with technical operations to maintain established targetsMonitor site survey status; work with construction to maintain established targetsMonitor installation progress with project manager and support all internal escalations to maintain established targets.Create, Monitor and maintain daily and weekly dashboards focused on order movement, SLO adherence and additional metrics as identifiedAssist with training of partner teams on all Spectrum Enterprise processes, products, tools and reporting as required.Provide input to the product development team on boundary partner impact and on-boarding launch requirements for new productsWill be responsible for the end-to-end completion of escalations an expedites within your assigned areaAttend and participate in local boundary partner staff meetings as requiredProactively communicate to all key stakeholdersPerform other duties as requested by supervisorRequired QualificationsAbility to analyze and interpret dataAbility to multitask in a role with little supervision and many demands from various business unitsAbility to communicate orally and in writing in a clear and straightforward manner Ability to communicate with all levels of management and company personnel Ability to define key performance indicators / metricsAbility to document, prepare and present data-driven presentationsAbility to show judgment and initiative and to accomplish job dutiesAbility to supervise and motivate othersAbility to use personal computer and software applications (i.e.word processing, spreadsheet, Visio, MS Project, etc.) Technically capable to define specific product requirementsTechnical understanding of service providers/MSO network architectures and technologiesCross-functional management skillsKnowledge of broadband coax and optical products and servicesKnowledge of process and project management in a Broadband businessKnowledge of all functions and related tasks in the area of telephony service deliveryKnowledge of telephony products and servicesKnowledge of IP network architecture and equipmentKnowledge of telephone & data network element activation requirementsKnowledge of general accounting and billing proceduresEducation Bacheloru2019s degree in business or technical area or equivalent experiencePMP certification desirable or readily obtainableBISCI or SCTE NCTI sponsored certifications desirableRelated Work Experience 3 years Business Operations Analysis experience3 years Telephony experience5-7 years Project management experience overall5-7 years Telecommunications experience2 years Large fiber project management experience (5 locations) desirable2 years Managed fulfillment of customer base equaling $20 million revenue desirableWorking ConditionsTravel as requiredOffice environmentJob Code : KGN515 Mgr, Ent Svce Delivery I Exempt 221978BR

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