VP, Field Services

Job Summary

The Vice President, Field Service at Altice AUSA will serve as a technical leader and partner to leadership teams within Operations as well as internal partners within Sales, Product, Network Engineering, Network Management, Care and Logistics. The scope includes but are not limited to, managing the efficient and effective delivery of service to Optimum customers by providing active leadership to all levels of the field service organization across the Long Island and NY regions. This leader plays a pivotal role in executing against the company’s strategic vision to deliver a best-in-class customer experience and serving as an engaged, hands-on, day-to-day leader across multiple regions.  The Vice President, Field Service will establish operational standards consistent with a best-in-class telecommunications company and foster a culture of employee engagement, continuous improvement, outstanding execution, and customer satisfaction. The Vice President, Field Services must be an inspirational, influential, and persuasive leader capable of achieving excellent results through others. 

Responsibilities

•    Oversight and leadership of frontline Field Service technicians, including installation, repair, maintenance, contractor/vendor relations, process standardization, etc.
•    Serve as a strategic and technical partner to the Senior Leadership team to drive excellence in operational execution and rigor across all core functions and business processes. Provide insight and counsel relative to strategic planning and technical leadership.
•    Partner across the senior leadership team to ensure an end-to-end, best-in-class customer experience is delivered while continuing to drive employee engagement.
•    Establish best-in-class processes and policies that improve the operational effectiveness of the company. Enhance established KPIs, assess performance, advance focus and ensure execution.
•    As a member of the Field Operations leadership team, leader will identify, evaluate, test, track, and report on progress against key strategic priorities to enable growth. Push analytical rigor in thinking and decision-making. Deliver consistent operational results and improvement in the customer experience year after year.

Qualifications

•    Bachelor’s degree and a minimum of ten years' experience in field operations management or a minimum of twelve years' experience and High School Diploma with equivalent work experience in lieu of degree.
•    Demonstrated success in leading technical/field operations
•    Proven track record in managing large teams in complex environments; previous Labor Relations experience in a multi-location environment
•    Experience in change management and leadership
•    Track record of leadership in creating followership from employees and improving engagement with customers
•    Multi-region experience with emphasis on serving the consumer. 
•    Strong and proven operational ability with a robust understanding of technical operations levers and P&L tradeoffs
•    Track record demonstrated through clearly identifiable metrics and a natural orientation towards measurements, numbers, and accountability
•    Excellent communicator with a confident and collaborative style and adept at aligning internal and external stakeholders