DIRECTOR, SERVICE MANAGEMENT - COX BUSINESS

As the third-largest cable provider in the nation, Cox Communications Inc. is noted for its high-capacity, reliable broadband delivery network and superior customer care. For Cox, it’s not about being the biggest; it’s about being the best.

The Director – Service Management will be responsible for the standardization of the support for nationwide strategic customer base.

• Support a team of Service Manager Subject Matter Experts and in so doing will be knowledgeable of and prescribe best practices of how the Service Mangers will perform the following tasks:
• Manage strategic customer relationship through programmatic communication including preparing customized reports, research network events affecting the customer and specific customer trouble reports affecting the account.
• Review customer’s network topology and make recommendations for service improvement.
• Ensure that appropriate Cox systems reflect customer’s equipment and circuits correctly.
• Verify that all relevant fix agents have visibility to the customer’s inventory
• Ensure that fix agents are aware of Service Level Agreements and service commitments to the customer.
• When appropriate, perform incident management control for escalated outages and direct / manage communication to customers and Cox leadership.
• Prepare monthly service reviews and coordinate customer feedback meetings
• Develop action plan to address any service issues.
• Collaborate with internal organizations to develop action plans to address any performance gaps.
• Provide visibility to internal resources on SLA commitments
• Oversee the preparation of Post Incident Reports in a specified time for significant network outages in collaboration with appropriate internal organizations. The PIR will outline irreversible corrective action to ensure incident will either not happen or have minimal impact.
• Respond to customer’s clarifying questions regarding planned maintenance / maintenance notifications.
• Monitor network trouble frequency and prepare relief plan for chronic trouble issues.
• Be a customer ombudsman representing the customer interests to other Cox organizations
• Be a resource in preparing proposals for improved customer services, RFP responses, and Account Reviews.
• Understand business continuity objectives and prepare recommendations to customer
• Full accountability for planning of resources for tasks, allocation, estimation, scheduling and risk management for all Service Management activities
• Actions at this level can cause or prevent delays, inefficiencies or unnecessary expense that measurably affect operational results of Cox Business or the efficiency and effectiveness of a team
• Budget management typically includes costing, tracking of status and resolving cost

Typical Training / Experience

Typically requires BS/BA in related discipline. Generally 7+ years experience in related field. Certification is required in some areas OR Advanced degree and generally 5+ years experience in related field.

Influence/People Leadership

• Primary contribution is managing other people; Ensures performance planning, coaching, and evaluation occurs per policy

Supervision

• Typically supervises a team of exempt professional individual contributors and associated support staff
• Span Of Control/Complexity
• Typically supervises a team of professional individual contributors; may also directly or indirectly supervise support staff; activities are typically more diverse covering multiple functions OR Activities are highly specific and complex focused on a single subject matter OR May be responsible for complex projects having significant scope/impact

Decision-Making Authority

• With oversight from higher level managers, achieves planned results by decisions and actions based on professional methods, business principles, and practical experience
• FinancialContributes to development of an operating plan and budget; Generally responsible for managing or coordinating expenses within a budget or part of a larger budget; May manage or coordinate a project budget or multiple project budgets