The Director, DOCSIS Field Operations is directly involved with the planning and deployment of new products and services. Work with Engineering to facilitate the handoff of new products from testing to operational readiness. Responsible for directing and managing all Cable Modem Termination System (CMTS) field operations. Implement and ensure consistent operating, configuration and engineering standards to ensure stable product delivery aligned with department initiatives and expectations. Coordinate capital planning for DOCSIS related initiatives with Engineering, Core and IP Management and ensure execution of approved budgeted plan.ESSENTIAL FUNCTIONS:
Actively and consistently lead all efforts to simplify and enhance the customer experience.
Develops a disciplined, detailed and structured team and assist with developing their direct reports as to drive a high performance culture and environment.
Oversees designated operations, which include all DOCSIS field operations, DOCSIS CPE devices to ensure unparalleled customer experience.
Provides engineering support and direction for new or existing technologies and current operational initiatives.
Evaluates and consults with Corporate, Regional and KMA levels of leadership regarding DOCSIS Solutions & Services.
Directs quality control programs to ensure consistent operational procedures for the DOCSIS solution.
Supports capital budget process for the DOCSIS services and solutions, execute approved budget plan.
Ensures current procedures and tests are performed in accordance with Charter Policy and Procedures.
Ensures adherence to company NCM policies and other related Engineering standards.
Leads and participates in succession planning.
Proactively and consistently evaluates standards and policies against business results, employee and customer feedback; identifies and addresses needs and process implications.
Translates corporate strategy and field priorities into short- and mid-term objectives for the function.
Negotiates for resources and priorities that affect major aspects of the organization’s operations.
Evaluates quality trends, identifies performance gaps, assesses root cause, and delivers continuous improvement efforts that rectify issues, simplify processes and enhance business performance.
Performs other duties as requested.JOB REQUIREMENTS:
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Expert knowledge of DOCSIS Solutions
Expert knowledge of CCAP and other developing standards
Expert Knowledge of DOCSIS Modulation profiles
Expert Knowledge of TFTP, TOD, CM files, and other related provisioning elements
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to supervise and motivate others
Ability to use personal computer and software applications
Comprehensive understanding of HVAC and power distribution systems
Knowledge of Analog Transmission Line theory
Knowledge of Electronic theory
Knowledge of Fiber Optic theory
Knowledge of Network Core and TransportEDUCATION:
Master’s in Business Administration (MBA)
Industry and vendor specific certifications and training (Cisco, Juniper, Alcatel-Lucent, etc)
Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)RELATED WORK EXPERIENCE:
Management experience 7 years
Engineering experience 10 years
Project management experience 2 yearsPREFERRED QUALIFICATIONS:
Knowledge of company products and servicesWORKING CONDITIONS:
Exposure to moderate noise levels
Travel as required