Network Operations Director jobs in Atlanta, GA

Job Title: Director Client Engagement
Location: Cincinnati, OH and Alpharetta, GA
Duration: Full time

Job Description:
Program Management:

• Plan and monitor the day-to-day running of business to ensure smooth business operations.
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.
• Revise and/or formulate processes and promote their implementation.
• Ensuring all operations are carried on in an appropriate, cost-effective way.
• Improving operational management systems, processes, and best practices
• Report on operational performance and suggest improvements.
• Liaise with superior to make decisions for operational activities and set strategic goals.
• Supervise staff from different Projects and provide constructive feedback.
• Transition new services into managed services and new project introductions.

People Management:

• Plan capacity for project delivery.
• Plan training and development for the people in the program.
• Devise growth path for employees in the team and performance management.
• Mentor and motivate teams to achieve productivity and engagement.
• Ability to Manage multi skill, multi tenure people and manage conflict.
• Formulate retention strategies and retain key talents.
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.
• Identify key talents and formulate growth path.
• Recruit, train, and supervise staff.

Customer Management:

• Oversee customer support processes and organize them to enhance customer satisfaction.
• Building and maintaining relationships with clients and key personnel
• Manage relationships/agreements with external partners/vendors.
• Find ways to increase quality of customer service.
• Customer satisfaction surveys (CSAT/NPS)
• Coordinate customer service operations and find ways to ensure customer retention.
• Manage and respond to customer escalations efficiently.
• Customer Risk assessment and devising mitigation plans

Program Financials:

• Review financial information and adjust operational budgets to promote profitability.
• Examine financial data and use them to improve profitability.
• Understand the cost drivers in the program.
• Manage budgets and forecasts.
• Identify and mitigate risks related to billing and financials.
• Devise improvements plans on identified gaps on plan vs actuals.
• Implement financial budget plans effectively.
• Project/Program billing, invoice submissions.
• Audit and track all Financial data.

Governance:

• Ensure that the Program runs with legality and conformity to established regulations.
• Manage and govern internal and external escalation from tactical and delivery standpoint.
• Helping the organization s processes remain legally compliant.
• Perform quality controls and monitor production KPIs.
• Evaluate risk and lead quality assurance efforts.
• Collaborating with other senior management to formulate strategy.
• Report out and review KPI s, SOW delivery compliance.
• Face external auditors and comply to the requirements.

Organizational responsibilities:

• Attend to organizational initiatives.
• Attending new/existing customer presentation.
• Provide inputs and best practices for new customer introduction.
• Report out and present program metrics to the management.
• Understand requirements and provide inputs to sales for opportunity conversion.

Technology domain:

• Experience in managing enterprise network infrastructure.
• Experience in managing Global customer base.
• Understanding of the next gen enterprise network and security technologies.
• Should have good experience in working or being part of designing and implementing the network organization structure.
• Ability to propose our IP s and tools sets and align to customers technology strategy.
• Assist in creating a cohesive architectural strategy framework for telecom infrastructure.
• Ability to direct and collaborate with technology teams across cross domain functions.

Experience and knowledge of cross functional technologies is a plus.