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Director, Field Operations

Location:
Burlington, Ontario, Canada

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Job Description:

At Cogeco, our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious.  We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile, dedicated, problem solvers.

The incumbent is responsible for all aspects of field operations across Ontario. This role will manage and control all activities performed by the Customer Facing Technicians,, Field Coordinators, Field Capacity Management, Buried Service Wire Activities, and Local Logisticsemployees. This also includes the governance and management of all third party contractors. The incumbent is to ensure excellence in customer service, operational efficiencies, supporting and coordinating new products and new business processes implementation, preparing and tracking departmental budget, and ensuring the appropriate training, development, and health & safety of the team.

Job Responsibilities:

 

Performance Management :

  1. Oversees all activities in the field related to residential and commercial installation and service calls to ensure a superior customer experience.

  2. Provides oversight on contract governance with outsourcers for both installation and service as well as the buried service wire program.

  3. Oversees the field capacity management team to appropriately source the forecasted workforce needs based on the projected sales targets and historical trends. This also includes balancing the daily technician workloads to ensure adherence to appointment schedules.

  4. Prepares, tracks and meets the annual OPEX and CAPEX budgets for the activities under his/her leadership.
     

  5. Establishes quality, service, efficiency and productivity objectives; measures performance, ensuring consistent operational performance against targets.
     

  6. Proactively proposes and implements corrective actions as required to adjust to changes in operational needs and performance.
     

  7. Ensures key business indicators are met and exceeded through the development of strategies, focusing on customer and employee satisfaction.
     

  8. Responsible for performance management of direct reports. Ensures they are clearly aware of, prepared for their responsibilities and can carry them out. Acts as a resource to direct reports for their management issues.
     

Coaching & Development:

  1. Manages and develops managers with a focus on delivery of best practices; mentoring quality customer service and operational efficiency through coaching.
     

  2. Identifies needs of technicians and managers to ensure they have the necessary tools to provide quality service and achieve goals. Make recommendations and implement new processes and procedures.
     

Customer Satisfaction & Employee Morale:

 
  1. Ensures that performance objectives and outcomes are consistent with external and internal customer expectations and meets competitive benchmarks; routinely integrates customer feedback and competitive information into ongoing planning and operational activities.
     

  2. Fosters a cooperative and harmonious working climate conducive to maximizing employee morale and productivity. Maintains a favorable working relationship with peers and all other company employees outside of the Installation and Service department. 
     

  3. Incumbent must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
     

  4. As Part of his/her function, incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility, while seeing to the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
     

  5. To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.

Job requirements:

ESSENTIAL QUALIFICATIONS

Academic Training

  • University degree  in Electrical Engineering or relevant discipline required
     

Work Experience

  • 12 +years in a senior management role in a related field of activities

  • Technical acuity in broadband network

  • Past experienced in managing a large employee base

  • Managed Process Improvement Projects
     

Specific Competencies

  • Clear understanding of broadband, telecom, cable and Internet industry.

  • Experience effectively coordinating multiple projects, executing multiple tasks and efficiently while working with conflicting priorities in a fast-paced environment. 

  • Experience with budget and business case preparation, working knowledge of key Finance and Accounting concepts/principles.

  • Demonstrated leadership and people management skills and ability to lead high performance teams.

  • Excellent verbal and written communication skills.

  • Excellent interpersonal skills.

  • Demonstrated ability to influence the activities of others.

  • Effective analysis, problem-solving and decision-making kills 

  • Open minded and willing to consider and evaluate alternatives and work in a team environment.

  • Demonstrated strong sense of ownership and initiative

  • Comfortable with regular senior Business level interactions 

  • Cisco certification is an asset

  • SCTE certification is an asset

  • Professional Engineering designation in good standing with the PEO (preferred)

  • Bilingualism English and French is an asset
     

Physical Demands And Visual Acuity

  • NA