Senior Director of Field Operations

Hotwire Communications; Fort Lauderdale (FL); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

401K Retirement Plan with CompanyMatch

Paid Vacation, Sick Time, and Holidays

Hotwire Service Discounts

Job summary

Hotwire Communications in Fort Lauderdale, FL, seeks a Sr. Director of Field Operations to provide strategic direction and day-to-day leadership of field service and launch services.

The role directs all field service programs, installation and service of products, and QA initiatives to achieve high customer satisfaction. You will coordinate training for technicians, manage dispatch/NOC escalations, and oversee department analytics, reporting to the SVP of Operations.

Qualifications

• Bachelor degree in business or equivalent from an accredited university.
• Minimum 8 years of leadership experience with at least 15 direct reports.
• Strong computer skills including Microsoft applications and reporting software.
• Ability and willingness to work a flexible full-time schedule including weekends and holidays.

Responsibilities

• Directs all field service programs and initiatives from launch through sustainment.
• Directs installation and service of all company products, including security.
• Ensures customer satisfaction and follows up to guarantee service quality.
• Coordinates training to enable successful service installations for technicians.
• Provides department reporting and analytics and partners with Dispatch and NOC for escalations.

Skills

Project management

Interpersonal communication

Analytical skills

MS Office suite / reporting tools

Education

Bachelor's degree in business or equivalent

Tools

Microsoft Office

Reporting software

Job description

The Sr. Director of Field Operations is responsible for providing both strategic direction and day-to-day management of field service and launch service operations.

Duties / Responsibilities:

• Directs all field service programs and initiatives from launch through sustainment.
• Performs management responsibilities in accordance with the organizations policies and applicable laws; responsibilities include interviewing and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Directs all installation and service of all company offered products, including security.
• Responsible for meeting commitments to customers and following up to guarantee customer satisfaction.
• Responsible for applying company policies, operational practices and coordinating training to enable successful service installations. Ensures service/installation training for all technicians.
• Responsible for preparation of customer sites for services by completing pre-inspections and making necessary arrangements with builders, property managers and community residents.
• Responsible for meeting/exceeding company objectives for installation and service activity.
• Conducts regular QA property manager visits. Improves quality results by studying, evaluating, and re-designing processes; implementing changes.
• Directs Dispatch to coordinate daily activities.
• Works closely with the NOC on escalation of trouble issues.
• Responsible for all department reporting and analytics.
• Perform other related duties as assigned by the SVP of Operations.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

• Bachelor Degree in business, or appropriate equivalent from an accredited university.
• Minimum 8 years of leadership experience with at least 15 direct reports.
• Strong computer skills, including Microsoft business applications and various reporting software.
• Strong project management, business writing and reporting skills.
• Exceptional interpersonal and verbal communication skills.
• Solid business acumen, management, analytical, and problem-thinking skills.
• Industry related experience preferred.
• Ability and willingness to work a flexible Full Time schedule that may include weekends and holidays.

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.