Director, Process & Tools Management
Location: Maryland Heights, Missouri
Posted: December 14, 2017
Reference ID: 209413BR
This position is an integral member of the Process and Tools Management team which is responsible for the successful management of Field Operations enterprise level tools and applications related to work force management and location intelligence (GPS). The team is responsible for identifying best practices and establishing enterprise wide standards for the productivity and efficiency of field-based dispatch and technical operations, which consists of Field Technicians, Dispatchers and Supervisors. The Director of Process & Tools Management will oversee and lead the consistent deployment and proper use of these tools, manage the vendors providing these tools, tracking key performance metrics, and managing new initiatives.
MAJOR DUTIES AND RESPONSIBILITIES
Partner with regions, vendors and contractors to champion adoption, integration and use of critical tools across Field Operations.
Ensure enterprise wide best practices, processes and standards are deployed consistently across Field Operations.
Oversee and manage a team that consist of Quality Assurance, Developers, and Business Analysts
Assist with the implementation and ongoing evaluation of an effective Workforce Management system. Review all open and pending statements of work monthly with the vendor to ensure the projects are in line with company strategy.
Provide technical leadership for all mobile device deployments (hardware and software) and other technologies to improve overall efficiency
Oversee the release management process
Oversee testing of system enhancements prior to being put into production. Assist with negotiating terms and pricing for added functionality, plan deployment for releases and features, oversee troubleshooting, review performance data, and prioritize Requests for Enhancements.
Support Field Operations consistent use of work force management and GPS location intelligence tools. Assist with the coordination of enterprise-wide GPS performance data analysis by partnering with Regional Technical Operations to better manage the fleet, achieve efficiencies and reduce OPEX.
Assist with the Whole House Check for processes and procedures by engaging appropriate levels of input and participation in the implementation.
Assist with the identification, analysis, evaluation and implementation of standardized processes and procedures in identified areas of the business. Ensure processes meet or exceed technical and business requirements. Establish and manage user groups to meet and provide feedback on appropriate tools. Track and promote productivity and efficiency.
Assist with the documentation development on the recommended use of tools, including process flows, training materials and reporting.
Provide expert opinions of internal and 3rd party tools technology. Act as liaison between subject matter experts.
Perform other duties and responsibilities as assigned.
Skills/Abilities and Knowledge
Ability to gather/refine business requirements and recommend or make decisions on business requirements/interdependencies
Ability to work with others to resolve problems, handle requests and or difficult situations
Ability to analyze and interpret data in order to build a business case
Ability to develop and conduct formal presentations to all levels of management on issues or findings in assigned areas or subjects
Ability to effectively plan/manage/lead projects
Ability to be an effective leader across the organization and manage/foster change
Ability to listen to and interpret the needs of the internal customer
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to manage multiple projects and tasks
Ability to maintain confidentiality
Ability to work independently
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to make decisions and solve problems while working under pressure
Strong PC skills and MS Office skills (i.e. word processing, spreadsheet, presentations etc.)
BA/BS in Information Technology, Computer Science, MIS or related field or equivalent work experience
Work Experience Number of Years
Experience with managing enterprise operational tools 5-7
Field Operations experience 5-7
Project management experience 3-5
PMI Certification or equivalent
Work Experience Number of Years
Cable, Telecom or other subscriber-based business experience 5
Travel - minimum of 10% (additional travel based on business needs)