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.

Requirements

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

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.