Mgr, Service Assurance & Compliance

GCI Communication Corp•Anchorage, AK

About The Position

GCI's Mgr, Service Assurance & Compliance will lead a specialized team responsible for implementing and managing policies and processes to ensure that services delivered over the company’s networks consistently meet defined service quality standards for our customers. Plays a critical part in evaluating operational status to ensure established regulatory requirements are being met, overseeing operational procedures to maintain high levels of performance, network reliability, and service quality. Supports professional services by driving continuous improvement and ensuring that all service offerings are aligned with the company’s commitment to excellence and customer satisfaction. ESSENTIAL DUTIES AND RESPONSIBILITIES At All Levels: This leadership position requires the following non-delegable responsibilities: Fully own the mission, goals, operations, and results of the team and areas of responsibility. Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include: Establishing the vision and tone for the department, consistent with company culture and mission. Establishing clear, measurable, and achievable goals and performance expectations and follow up appropriately. Hiring individuals who professionally, those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential. Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralizing other employees. Effectively manage processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner. Compliance: Ensure service performance meets or exceeds established regulatory standards. Lead the development, documentation, and execution of reporting and notifications to satisfy all federal, state, borough and municipal requirements. Implement and enforce policy, monitoring, reporting, and issue resolution. Supervises reporting activities for all departments, organizations and authorities dealing with telecom emergency & restoration services. Ensure that all services, processes, and systems comply with enterprise policies and legal requirements. Operational Acceptance: Support the creation and maintenance of operational acceptance processes, procedures, and standards to promote consistent service quality. Translate functional business needs into defined service requirements and play a key role in the business-side ownership of the Operational Acceptance process to ensure accurate and actionable requirement formalization and adherence. Conduct thorough reviews of requirements and design documentation; actively participate in design and technical review sessions to ensure alignment with quality objectives Leadership & Team Management: Provide strategic direction and day-to-day leadership for the team, fostering a high-performing and collaborative work environment. Mentor and support individual team members’ professional development while establishing clear objectives aligned with organizational goals and priorities. Reporting & Communication: Prepare and deliver detailed reports, metrics, and analysis to senior leadership and key stakeholders, highlighting trends, risks, and opportunities for improvement. Communicate complex technical issues and service performance insights effectively to both technical and non-technical audiences, promoting transparency and informed decision-making. Additional Job Requirements: Leads and manages the organization’s Service Assurance and Compliance function responsible for ensuring that services delivered over the company’s networks consistently meet defined service quality standards and regulatory requirements. This role provides strategic direction, governance, and operational leadership for service quality monitoring, regulatory reporting, and operational acceptance processes. Accountable for establishing and maintaining frameworks that ensure service reliability, network performance, and compliance with federal, state, borough, and municipal regulatory obligations. This position partners closely with Network Operations, Engineering, Product, Professional Services, and executive leadership to ensure service offerings align with enterprise standards and the company’s commitment to operational excellence and customer satisfaction. The role serves as the primary escalation point for service quality and compliance issues and drives continuous improvement initiatives that enhance service delivery, operational readiness, and customer experience. Additional Competencies: Service Assurance & Compliance Leadership Lead the organization’s service assurance and compliance programs to ensure network services consistently meet defined service quality, reliability, and regulatory standards. Operational Acceptance & Service Readiness Own the Operational Acceptance framework to ensure new services, technologies, and capabilities meet operational readiness requirements prior to deployment. Lead the development and maintenance of standards, procedures, and documentation that support consistent service delivery and operational readiness. Leadership & Team Development Lead and develop a specialized team responsible for service assurance monitoring, compliance reporting, and operational readiness activities. Establish clear performance expectations, development plans, and accountability measures for team members. Foster a high-performing, collaborative work environment that promotes professional development and operational excellence. Lead workforce planning, hiring, onboarding, and talent development activities for the team.

Requirements

ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
Ability to successfully interact and collaborate with colleagues, customers, operating and technical staff throughout the company.
Ability to manage performance through motivation and guiding different levels of employees.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
Strong oral and written communication skills, particularly in the ability to communicate with, and understand the needs of, non-technical clients and external customers with the ability to instinctively sense issues and opportunities is essential.
Active participation in sessions with business stakeholders.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
CUSTOMER FOCUS - Demonstrates commitment to service excellence gives high priority to customer satisfaction.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
Ability to function autonomously on assigned projects with minimal direction.
Ability to develop and meet individual and group project deadlines within the project scope, on time and within budget.
Ability to multi-task in a dynamic, complex, and rapidly changing environment.
Ability to reconcile divergent demands and prioritize individual workload.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Technically astute and highly organized with the ability to meet deadlines and budget commitments.
Business analysis skills.
Ability to create timely and accurate status reports.
Working knowledge with FMEA or other quantitative analysis methods.
Ability to analyze complex challenging problems and situations leading to optimal solutions.
Strong analytical skills, problem-solving skills, and troubleshooting abilities.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
Experience with web analytics/reporting tools.
Functional understanding of Intranet and Internet technologies and all protocols.
High School diploma or equivalent.
Bachelor’s degree in business, Technology, or Computer Science or related field.
Minimum of seven (7) years of Service Assurance, Service Delivery, Service Support, product/project management monitoring or relevant experience.
Including a minimum of two (2) years in a supervisory or management position may be substituted with equivalent demonstrated functional leadership experience.

Nice To Haves

Telecommunications experience.
Other telecom industry specific certifications and/or job specific certifications

Responsibilities

Fully own the mission, goals, operations, and results of the team and areas of responsibility.
Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.
Establishing the vision and tone for the department, consistent with company culture and mission.
Establishing clear, measurable, and achievable goals and performance expectations and follow up appropriately.
Hiring individuals who professionally, those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
Providing clear and accurate feedback to individuals and teams on a timely and consistent basis.
Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralizing other employees.
Effectively manage processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.
Ensure service performance meets or exceeds established regulatory standards.
Lead the development, documentation, and execution of reporting and notifications to satisfy all federal, state, borough and municipal requirements.
Implement and enforce policy, monitoring, reporting, and issue resolution.
Supervises reporting activities for all departments, organizations and authorities dealing with telecom emergency & restoration services.
Ensure that all services, processes, and systems comply with enterprise policies and legal requirements.
Support the creation and maintenance of operational acceptance processes, procedures, and standards to promote consistent service quality.
Translate functional business needs into defined service requirements and play a key role in the business-side ownership of the Operational Acceptance process to ensure accurate and actionable requirement formalization and adherence.
Conduct thorough reviews of requirements and design documentation; actively participate in design and technical review sessions to ensure alignment with quality objectives
Provide strategic direction and day-to-day leadership for the team, fostering a high-performing and collaborative work environment.
Mentor and support individual team members’ professional development while establishing clear objectives aligned with organizational goals and priorities.
Prepare and deliver detailed reports, metrics, and analysis to senior leadership and key stakeholders, highlighting trends, risks, and opportunities for improvement.
Communicate complex technical issues and service performance insights effectively to both technical and non-technical audiences, promoting transparency and informed decision-making.
Lead the organization’s service assurance and compliance programs to ensure network services consistently meet defined service quality, reliability, and regulatory standards.
Own the Operational Acceptance framework to ensure new services, technologies, and capabilities meet operational readiness requirements prior to deployment.
Lead the development and maintenance of standards, procedures, and documentation that support consistent service delivery and operational readiness.
Lead and develop a specialized team responsible for service assurance monitoring, compliance reporting, and operational readiness activities.
Establish clear performance expectations, development plans, and accountability measures for team members.
Foster a high-performing, collaborative work environment that promotes professional development and operational excellence.
Lead workforce planning, hiring, onboarding, and talent development activities for the team.