Director, Community Solutions Sales Operations

Job Summary

Actively and consistently supports all efforts to simplify and enhance the customer experience, reporting, and project management of Consumer MDU (Multi Dwelling Unit) related activities. Responsible for developing and implementing best practices for MDU Operations consistently across all KMAs and providing support for systems such as SalesForce and Billing. Works with the Consumer MDU Sales Team, Billing Operations, Legal Team, Customer Care, Marketing Science and other functional areas. Responsible for project management as assigned. The position reports to the Sr. Director, MDU Operations.

Responsibilities

Actively and consistently support all efforts to simplify and enhance the customer experience Work with Corporate and KMA cross-functional groups to develop and incorporate best practices throughout the enterprise Work with Billing Operations to define and support MDU billing requirements including billing integration associated with acquired systems Assist with the development and provide ongoing support for SaleForce and other CRM systems and tools used in the MDU organization Assist in developing MDU processes and procedures for new bulk products such as MDU Bulk WiFi and MDU Bulk Voice Assist with managing and supporting MDU Operations processes for commissions, revenue sharing, and door fee payments Work with Business Planning to provide financial analysis and Consumer MDU performance reports for all relative metrics Assist with managing the capital funding process Assist with budget preparation and analysis Participate in developing training and support tools for MDU Operations Adheres to industry specific local, state, and federal regulations, as applicable Understands and follows company policies Performs other duties as requested by manager

Qualifications

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to perform strategic planning

Ability to conduct complex negotiations

Ability to analyze and interpret data

Ability to listen to an interpret the needs of the customer

Ability to handle multiple projects and tasks

Ability to maintain confidentiality

Ability to make decisions and solve problems while working under pressure

Ability to supervise and motivate others

Ability to use automated reporting and analysis applications preferred

Knowledge of Microsoft Office

Knowledge of marketing strategies and procedures

Knowledge of cable and telecommunications industry, products and services

Demonstrated leadership qualities

Required Education

4-year college degree in business, marketing or related field of study, or equivalent experience.

Required Related Work Experience and Number of Years

Experience with Customer Service - 5 Experience with billing systems - 5 Experience with data management and analysis - 5 Experience with Field Operations systems and processes - 5 Experience with process development and documentation - 5 Experience in a similar capacity within the cable television, residential property management, or real estate development industries

WORKING CONDITIONS

Office environment Travel required Exposure to moderate noise levels