Director of Customer & Network Operations

Prime Communications Wireless Services•Dallas, TX

About The Position

As the Director of Customer & Network Operations, you will lead and shape the overall strategy and execution of network reliability and customer experience at NOVOS and PRIME FiBEr. This leadership role is responsible for ensuring exceptional operational efficiency, proactive network management, and a seamless, customer-centric experience across all service touchpoints. You will oversee end-to-end service assurance operations, manage incident and problem resolution, and drive digital transformation initiatives, including AI and automation, to enhance our service offerings and competitive position in the market. This role requires a forward-thinking leader with a deep understanding of network operations, customer service management, and the ability to source, lead and integrate cutting-edge technologies such as AI, automation, and data analytics into the operational strategy.

Responsibilities

Strategic Leadership and Vision:
Executive Leadership: Set the vision, strategy, and goals for service assurance and service management, aligning these with the company's overall business objectives and customer experience strategies.
Customer-Centric Strategy: Champion a customer-first approach, driving initiatives to enhance service quality, customer satisfaction, and reduce churn across our entire service portfolio.
Cross-Functional Collaboration: Work closely with the executive leadership team, including the CTO, COO, and CMO, to integrate service assurance strategies with product development, marketing, and sales to ensure cohesive service delivery.
Service Assurance and Network Operations:
Proactive Network Management: Lead the deployment of advanced monitoring tools, AI-driven analytics, and automation platforms to ensure a proactive, predictive approach to service management, minimizing disruptions and maximizing network uptime.
Operational Excellence: Ensure the highest standards of network reliability, performance, and scalability by continuously improving processes, technology, and team capabilities.
SLA & Performance Management: Oversee the management of Service Level Agreements (SLAs), ensuring network and service performance consistently meet or exceed customer expectations.
Service Management and Incident Resolution:
Incident and Problem Management Oversight: Own the incident and problem management process at the executive level, ensuring timely resolution of major incidents and robust root cause analysis for long-term solutions.
Risk Management: Lead risk assessments and mitigation strategies to reduce operational vulnerabilities and ensure a resilient service infrastructure.
Executive Reporting: Provide clear and concise reporting on key operational metrics to the executive team, board members, and key stakeholders, ensuring full transparency on service performance, incidents, and improvement initiatives.
AI, Automation, and Digital Transformation:
AI and Automation Leadership: Spearhead the integration of AI-driven tools for Next Best Action (NBA) recommendations, network monitoring, and automated incident resolution. Utilize these tools to enhance both frontline technical support and field operations.
Automation of Service Processes: Drive digital transformation by identifying areas for automation, reducing operational costs, improving response times, and increasing overall service efficiency.
Innovative Technology Adoption: Continuously evaluate emerging technologies, such as machine learning, big data, and predictive analytics, and implement solutions that drive innovation in network operations and customer service.
Customer Experience and Retention:
Customer Experience Improvement: Lead efforts to improve the overall customer experience by closely monitoring service interactions, streamlining self-service tools, and ensuring a unified, multi-channel support strategy.
Churn Reduction: Implement data-driven strategies to identify early warning signs of customer dissatisfaction and proactively intervene to improve retention and reduce churn.
Stakeholder Engagement: Engage with major customers and partners to maintain strong relationships and ensure alignment with their evolving service needs.
Field Operations and Technical Support Integration:
Field Operations Efficiency: Collaborate with field operations leadership to ensure seamless integration between technical support and field technicians, enhancing coordination and reducing ticket resolution times.
Workforce Optimization: Build cross-functional partnerships to optimize technician deployment, increase service visit success rates, and reduce unnecessary repeat dispatches.
Continuous Improvement and Innovation:
Performance Reviews and Benchmarking: Regularly review performance metrics such as network uptime, Mean Time to Repair (MTTR), customer satisfaction scores, and churn rates. Benchmark against industry standards and drive initiatives to outperform competitors.
Operational Innovation: Identify opportunities for continuous improvement and operational innovation, driving a culture of excellence and accountability across the service management and assurance teams.