Position Summary

The Tech Engineer General Operations Manager supports the strategy, development and execution of the business plan and human capital strategy for operations channel(s) for an assigned territory. The TE GOM is accountable for developing action plans to meet or exceed operations goals for their area. He/she must be adept at building engagement and alignment through strong people leadership, including exceptional talent development, and effective communication and collaboration. He/she will collaborate and input with functional leadership to support growth and development of operations teams in the territory. Position Responsibilities

Leadership

Drive results by leading by example, building strong relationships, and influencing teams of frontline TE managers. Providing clarity of vision and expectations for execution; role modeling effective coaching and performance feedback, prioritizing resources; and facilitating alignment of the teams. Support execution of a strong talent management plan including talent assessment, selection, empowerment, coaching, motivation and retention of top talent; builds and develops succession plans and pipeline of talent. Execute operating efficiencies and dynamics for successful sales programs and processes. Ensure consistency in field SG (self-generated) activities.

Functional

Directs revenue growth and profitability of the overall operation for a designated area. Formulates a sound business plan that includes budgeting, cost analysis and cost controls. Plans and coordinates the activities of the Tech Engineer operations for an area. Maintains a high level of quality and timely service to customers for maximum retention. Develops and maintains liaisons with appropriate public safety officers, sub-contractors, associated industry contacts. Execute operating efficiencies and dynamics for successful operations programs and processes. Ensure consistency in field operations process. Monitor competitive activities within territory and collaborate with operations managers and Operations Support to recommend and implement tactical defenses. Collaborate with Operations and the other Business Units to deliver the best solutions to our employees and customers to increase acquisition, decrease attrition, reduce Subscriber Acquisition Cost (SAC), Cost to Serve (CTS) and deliver flawless service. Partner with operations to ensure successful installation and maintenance of products and services to meet customer needs.

Key Metric Targets

In general, this position is aligned to meeting key metrics, i.e., New Acquisitions, Self-Generations, Upsells and Phone sale.

Knowledge, Skills and Abilities

Education:

4-year college degree in business administration, marketing, operations or other related field of discipline or equivalent experience

Experience:

Minimum 5-7 years of operations and operations management experience At least 2 years of experience in leadership operations Assessing, coaching, and developing talent and managing multi-disciplinary organizations Establishing business direction and executing strategy development and implementation Leading a significant business unit of similar size; scoping, designing, and implementing business solutions to build/grow a market