Mgr Sr, Technical Product Support

GCI's Mgr Sr, Technical Product Support will provide strategic leadership and direction to the Technical Product Support team, ensuring new product and service programs optimize productivity, reduce costs, and align with company objectives. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

This leadership position requires the following non-delegable responsibilities:

• Fully own the mission, goals, operations, and results of the team and areas of responsibility. 
• Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide.    This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
  • Establishing the vision and tone for the department, consistent with company culture and mission.
  • Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately. 
  • Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
  • Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.
  • Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.

Operational Leadership:

• Guide and manage daily operations, process improvements, and policy changes, identifying strategies that optimize productivity and reduce costs.
• Oversee the development and documentation of provisioning and support processes and procedures, providing actionable insights to drive continuous improvement.
• Oversee departmental strategic plans, monitor team performance, and coordinate new product and service programs to align with company objectives.
• Serve as the primary point of contact and subject matter expert (SME) for provisioning and back-office systems and teams.
• Provide strategic direction and collaboration in support of new products and services.
• Coordinate with internal and external teams to ensure departmental standards are met, ensuring appropriate back-office training, procedures, and processes are documented.
• Identify opportunities for efficiency by integrating teams with overlapping functions and responsibilities.
• Identify service delivery, support, and billing problems at a macro level, engaging with relevant stakeholders to resolve with process or system changes.
• Prepare and analyze reports and dashboards, identifying trends, and providing actionable insights to drive continuous improvement.
• Review support and provisioning processes to enhance speed, efficiency, and accuracy across operations. 
• Provide escalation support for provisioning platforms and interfaces across all technologies and vendors, with a focus on resolving issues related to order processing, provisioning, and service delivery for converging technologies.
• Collaborate with department leadership in developing departmental short and long-range objectives, plans, budget, and policies. 
• Manage expenses, capital budgets and cash for assigned group, ensuring financial efficiency and accountability. 

TeamLeadership: 

• Oversee daily operations, be available to the team and external service providers, maintain effective communication and morale, resolve escalated issues, and ensure efficient and successful processes.
• Ensure comprehensive training and support for back-office personnel during new product rollouts, equipping them with the knowledge and skills needed to deliver exceptional service.
• Accountable for developing business plans that ensure seamless operations and complete project work related to operations and advancement of Service and Delivery goals.
• Represent the department in meetings related to GCI products, platforms, processes, automation, efficiency, improvements, and other topics as needed.
• Establish objectives and share them in a collaborative way with all parties involved, focusing on efficiency, reporting, and new technologies.
• Provide guidance on meeting or exceeding established goals, providing superior service, and maintaining effective communication and professionalism.