Senior Director of Residential Operations (Project Management)

Essential functions
Manage projects that impact the residential operations including but not limited to roll outs of product enhancements, equipment swaps and new communication channels.
Improves customer service quality results in the field or in the call center by studying, evaluating, and re-designing processes; identifying opportunities to improve service and quality metrics and managing the implementation of changes.
Develop and deliver tools and training to improve overall quality of the customer service organization
Coordinate customer communication of announcements of new products or enhancements
Support internal communication/training of new processes and enhancements
Assist with product development by assisting with collection of customer feedback, understanding industry trends or analyzing buying patterns
Identify and communicate ways for the company to operate more cost effectively or efficiently
Assist with troubleshooting of new technology to help develop a format that is repeatable as the rollouts occur
Work with project management to make sure timelines are met and in budget. Communicate results and escalate issues as required
Perform other related duties and tasks as assigned or as become evident.

Required Skills:
Minimum of five years of experience in cable/broadband industry required
Minimum of five years of customer service or tech operations management required
Strong written and verbal communication skills required
Bachelors Degree in Business or technical area required
Must have experience in operational planning, and leadership development.
Ability to handle various tasks simultaneously, organize prioritizes, make decisions and work efficiently and effectively under deadlines.
Ability to think through a problem, analyze and break it down into parts to resolve or come up with a logical solution.