Local Manager

Job Title: Local Manager JD

When you’re in the business of making connections, diversity and inclusion become part of your fiber.  We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value, we encourage you to apply! #BuildGigabitAmerica 

About Us:

Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future proofing for tomorrow. Rallied around its purpose of Building Gigabit America™, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit www.frontier.com.

Job Description: 

Frontier’s leadership team will bring to life our Leadership Model focusing on Operations Proficiency, Safety, Employee Relations, Community Relations, Competition, and Customer Ownership. From fostering innovation and working cross-functionally to driving performance and delivering results through customer contact and community involvement the Frontier leadership model will allow us to exceed our market growth targets and delivery 100% employee and customer satisfaction.

 This position will provide leadership and supervision to staff and a workforce of field technicians that safely install and maintain both residential and business lines, OSP cable facilities, multi-line CPE equipment, hi-cap access services, broadband services, central office/transmission equipment and digital loop carrier equipment, installation and construction of central office transmission equipment and outside plant line and cable facilities.

Position duties include meeting service activation and repair commitment dates, maintaining revenue and expense budget objectives and promotion of new and existing company products as well as supervision of company and contract resources to ensure that construction projects are completed in a timely manner and are in compliance with Frontier's construction, service, quality and safety standards. Ensures that maintenance of equipment and DEG components is completed throughout the year according to a set schedule to avoid service interruption to customers. Accountable for daily coordination with the Operations Center and Network Engineers, material disbursements, time sheet approval for contractors and company resources and other duties as assigned by the Director of Operations.

Key Responsibilities and Accountabilities:

Operations Proficiency:

• Has solid understanding of the business/department and is able to pull P&L/budget levers to ensure revenue goals and expense targets are met (i.e., able to manage departmental budget)
• Able to articulate business/departmental KPI’s to work groups (i.e., can clearly set goals/objectives to positively impact the P&L/budget).
• Holds team accountable to clearly achieving results through coaching and performance management.
• Promotes new/existing products as required.
• Ensures all customers’ requirements and needs are met.
• Collaborate with Regional staff and provide feedback to improve on processes to be more responsive to customers
• Working with dispatch, monitor workload and schedule manpower and resources needed to meet workload demands, customer needs and company objectives.
• Responsible for determining and fulfilling the needs of the team for employee development and training.
• Communicate with other departments, i.e. assignment, engineering and dispatch, in an effort to improve the coordination between these departments as well as the overall quality of service experience for our customers.
• Quality Control, i.e. tool inspections, building and vehicle inspections, Quality assurance inspections etc.
• Be cognizant of and support revenue budget.
• Provide Capital Budget input as required.
• Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required.
• Business related functions: Employee time sheet approval, email administration, Internal/external communications, procurement management, Viryanet Administration and Overtime Equalization.

Employee Relations:

• Consistently provides feedback and direction to staff to ensure employee development, engagement and business knowledge; complete bi-annual employee performance appraisals/reviews.
• Leverages all employee communication vehicles and opportunities (weekly/monthly/quarterly/one-on-ones) to obtain feedback on departmental goals, gains input on action plans and modifies direction as necessary and to engage and to hold employees accountable to overall business operations and results
• Utilizes and leverages existing employee recognition programs to reward key contributions and positively impact employee morale.
• Partners with Human Resources to ensure firm, fair and consistent application of HR practices/policies and labor agreements.
• Ensures employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions and concerns in a timely manner. (When possible, 24-hour response time to all employee relations issues).
• Responds to issues identified on the Employee Survey, works with teams to ensure continual action planning against issues throughout the year and ensures follow-up to employees on issue resolution identified in action plans.
• Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training and reinforcing state/federal safety requirements within the work place.

Community Relations:

• Positively represents the Company through active engagement and involvement in the community.

Competitive Marketplace:

• Engages in marketing initiatives to promote the Company’s products and services (i.e., TTL and marketing events).

Customer Ownership

• Supports employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions and streamlining the work.
• Holds employees and other departments accountable to meet customer needs/demands. (Does not take “no” for an answer).
• Responds to issues identified on Customer Surveys, works with teams to ensure action plans are developed and ensures follow-up on customer issue resolution identified in action plans.

Required Skills:

• Two to four years of prior supervisory experience
• Must be able to interact with internal/external customers and various community leaders to establish relationships and to assist with problem resolution
• Must possess strong leadership and interpersonal skills along with a strong work ethic, and the ability to work well under pressure and/or with deadlines
• Basic knowledge of engineering, plant service center and outside plant functions.
• Must possess basic PC skills: Excel, Word, Power Point and Outlook.
• Must demonstrate good oral and written communication skills
• Must take pride and ownership in work, and exhibit a willingness to learn.
• 2-3 years HSI/ DSL installation and repair experience.
• Advance knowledge of plant service center, central office and outside plant functions
• Basic knowledge of FTTH and data networking
• Must possess basic understanding of electronics, electrical circuitry, network installation, maintenance and testing of central offices
• Must be able to perform complex hardware/software research and provide first level technical support
• Five years minimum experience in OSP and central office engineering and construction.
• Experience and knowledge of capital project management preferred.
• Knowledge of the practical experience with Outside Plant Engineering and Outside Plant Construction to include cable placement, line work and splicing.
• Knowledge of and practical experience with various CO switching equipment, optical transport equipment, DSLAM hardware, ATM, TDM, DAC's and various special service hardware.

Education, certification and/or license requirements:

• Must possess a valid state driver’s license
• Must have high school diploma or equivalent. College degree in business/management/telecommunications preferred.
• Successful completion/certification in related technical fields or vendor equipment desired
• BA/BS in Telecommunications, Operations Management or Business Administration preferred
• CCNA, PMP or CWNP a plus

Environmental Factors/Physical Requirements:

• Must be available 24/7 to support off-shift technicians and emergency situations as needed.
• Must be able to work in inclement weather, extended driving and lifting and carrying of moderately heavy objects.
• Must be willing to work overtime, be on call periodically for nights and weekends and work as required to accomplish NPEC goals and objectives. Overnight travel will occasionally be required.

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