Chief Technical Operations Officer

hace 2 meses

San José, San José, Costa Rica Liberty Latin America Communications, Inc. A tiempo completo

Overview:
**What ́s the role?**

We are seeking an experienced Senior Director Technical Operations to lead all hands-on operational aspects of our company, including engineering, network construction, maintenance, field operations, technical services, installations & repairs, and budget management. This role requires strategic direction and effective coordination of activities to ensure market profitability, customer experience, and compliance with KPI & SLA.

Responsibilities:
**How you will add value?**

  • Develop and implement business strategies across Technical Services to meet established service metrics and quality assurance goals.
  • Responsible for end-to-end network performance for homes passed and all service delivery and fulfillment services for subscribers B2C and B2B.
  • Responsible for the installation and repairs process, including technology improvements, performance indicators, service, quality, and SLAs compliance.
  • Establish and monitor key performance indicators (productivity, quality, service rates, etc.) for Technical Services to support elite customer service and network reliability.
  • Lead the finances of the Technical Services team, including operating expenses, capital budget, forecasting, and critical planning for the department.
  • Develop and maintain strategic partnerships with multi-functional organizations to ensure efficient implementation of methods and procedures and identify solutions to customer-impacting issues.
  • Provide leadership, management, and vision to ensure operational controls, administrative and reporting procedures, and people systems are in place to efficiently grow the organization and ensure financial strength and operating efficiency.
  • Measure and effectiveness of all processes internal and external, providing timely, accurate, and complete reports on the operating condition of the company.
  • Collaborate with the management team to develop and implement plans for the operational infrastructure of systems, processes, and personnel to accommodate rapid growth objectives.
  • Motivate and lead a high-performance management team, attract and retain required members of the executive team, and provide mentoring as a cornerstone to the management career development program.
  • Provide guidance and oversight in the preparation of project understandings, schedules, budgets, fee proposals, and negotiations.

Qualifications:
**What do you need?**

  • Master's Degree in Business Administration or related field.
  • 10+ years of experience in customer service management.
  • 10+ years of experience working in the telecom industry.
  • Fully Bilingual (Spanish and English).
  • Solid working knowledge of budgeting, sales, business development, and critical planning.
  • Demonstrated success in forward-thinking, strategic planning, business orientation, financial and budgetary skills, and multitasking in a fast-paced environment.
  • Commitment to working with shared leadership and in multi-functional teams.
  • Outstanding verbal, written, and interpersonal skills.
  • Excellent judgment and creative problem-solving skills, including negotiation and conflict resolution.
  • Excellence in interpersonal management, coaching, and developing high-performance teams.
  • Ability to prioritize and coordinate efficiently.
  • Able to synthesize complex information, design work flows and procedures, and communicate complex issues clearly and accurately.
  • Strong leadership skills and proficiency in Microsoft Office (Word, Excel, PowerPoint).

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