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
· Bachelor's 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.