Manager, Field Operations - Hospitality

JOB SUMMARY: The Manager, Field Operations - Hospitality , supports the national growth of the Hospitality business.
This position manages technicians responsible for the operation, installation, setup, testing and maintenance of Hospitality services.
Inform and support on issues and opportunities for improvement.
Manages implementation and service of hospitality equipment and services on a 24/7 network which may require call-in for serious malfunctions.
Serves as a liaison for Field Operations - Hospitality to boundary partners such as Cox Business, Engineering, and Sales.
Leading and inspiring teams to focus on the customer and employee experience.
Ensure the quality of services provided to end users meets or exceeds established standards.
The manager will work closely with leadership team, supervisors, and technicians to insure effective communication, compliance, and feedback.
Manages and strives to improve overall Field Operations - Hospitality adherence to project scope, schedule, budget, and coordinate with all functional departments.
Primary Responsibilities and Essential Functions Leads a team of Hospitality technicians and supervisors, who are responsible for the installation and servicing of Hospitality products.
Ensures the completion of scheduled work within budget by monitoring daily production.
Uses appropriate tools and system transactions to improve efficiency and support recommendations.
Ensure company standards on the network are adhered to by all employees.
Maintains nationwide standard and consistency for Field Operations - Hospitality and ensures team maintains customer contracted service level agreements.
Identifies customer concerns/escalations and resolves customer issues expediently and accurately.
Strategize and define the implementation of operational plans and results associated with Field Operations Strategy - Hospitality strategic roadmap.
Cultivates an employee centric culture and achieves results without sacrificing morale.
Responsible for managing resources to drive improved performance and provides recommendations on changes needed for continued improvement.
Provides guidance in the preparation of training and development programs.
Performance management to ensure that both short- and long-term operation objectives and financial goals are met.
Assures a smooth integration of new Hospitality products and service offerings.
Oversees the execution of process improvements, striving towards gaining efficiencies and accountability structure.
Set up phone calls and/or attend weekly meetings with technicians and supervisors to review performance, trouble calls and installation results.
Willingness to pivot to support cross functional teams i.
e.
: Hospitality Network, Blueprint RF, Convention Services, etc.
Schedule will align with business needs and could include after hours, nights, and weekends.
Operational Leadership Assures compliance with current and new safety regulations while promoting safety awareness among employees.
Maintain a clean and safe work environment for employees.
Ensure that operational processes meet all local, state, and nationwide regulatory requirements.
Manages the delivery of the highest quality services to end users (hotels, convention spaces, resorts, etc.
.
) and maintains standards for satisfaction.
Establishes communication channels with customers, vendors, boundary partners, and leadership.
Business Leadership Advise, consult, and report on areas of focus, concern, and/or opportunity.
May serve as a technical resource to other regional, market and operations' leaders including the NOC (Network Operations Center), SD (Service Desk) and BPRF (Blueprint RF) Support Center.
Applies knowledge of economic, financial, market, and industry trends to understand and improve individual, work group and/or organizational results.
Possesses the knowledge and ability to utilize tools, techniques, and processes for gathering and reporting data.
Reviews data and interprets/translates the impact on operations which aids in interpretation and refinement of focus on priorities for work.
Reports on chronic issues addressing network and property health; and looks for root causes.
Leadership Competencies / Skills Leads by translating the vision and values effectively in a culturally relevant way that enables employees to participate/contribute to long-term success.
Rewards supporting behaviors.
Leads through influence and builds partnerships inside and outside of the organization.
Works effectively and influentially across boundary partners to achieve desired outcomes.
Mentors and provides career pathing opportunities for employees.
Physical Requirements (as needed) Ability to carry and use tools and equipment.
Adequate ability to distinguish distinct colors of wire.
Ability to frequently bend, stoop, and crawl.
The physical limitation of ladder and associated fall protection equipment provided is: 1AA ladder - 375 pounds (inclusive of body weight, tools, equipment, PPE (Personal Protective Equipment) etc.
) Tools and equipment weigh approximately 50 pounds.
Fall Protection - 425 pounds for harness (inclusive of body weight, tools, equipment, PPE etc.
) Tools and equipment weigh approximately 50 pounds.
The physical limitations of applicable equipment (such as aerial lift/buck truck boom, ladder, fall protection harness) includes body weight capacities of approximately 300 pounds.
As part of the physical requirements of the essential functions of their job, the Manager, Field Operations - Hospitality could perform or assist with the following tasks: Get in and out of a vehicle to retrieve assorted items.
Step heights are 19.
" Raise and lower a ladder roof rack requiring 40 pounds of force with hand heights at 55" - 60".
Compress fittings onto coaxial cables with a crimping tool requiring 19 pounds of force with one hand.
Ascend and descend a ladder while wearing a tool belt that weighs approximately 10 lbs.
Lift and carry a 63 lb.
, 28' extension ladder.
Lift 1000' rolls of Tri-Shield (coax) weighing 28 lbs.
These rolls are lifted from a height of 12" and placed up to a height of 47".
Lift miscellaneous tools and products within the warehouse and vehicle racks.
Items weigh up to 10 lbs.
and are lifted from the floor and up to a height of 72".
Occasionally sits.
Climbs ladders/stairs; performs fine motor and pinching movements; pivots with feet, bends, twists, and laterally flexes back; reaches at overhead, shoulder, knee, and floor levels; shoulder circumduction while driving (turning steering wheel); stoops, squats, crouches, kneels, crawls, and presses foot pedals; extends, flexes, rotates, and laterally flexes neck.
Frequently stands and walks; pushes/pulls with arms and grasps with hands; reaches at waist.
Environmental Requirements Factors affecting environmental conditions will vary depending on the assigned work area and task.
The Manager, Field Operations - Hospitality could assist or perform within these factors.
Ability to climb ladders and/or utility poles and work in in high places, such as catwalks and rooftops.
Ability to work in small places, such as crawl spaces.
Ability to tolerate typical commercial controlled work environments and uncontrolled weather-related heat and cold for extended periods.
Ability to work outdoors and in extreme weather conditions and varying topographic, wet, dry, and hot locations.
Navigate safely in environments where loud sounds are present, i.
e.
, horns, forklift horns, vehicle reverse warning.
Navigate safely in environments where large and fast-moving freight and freight equipment is commonly used i.
e.
, warehouse, convention floor load in / load out.
QUALIFICATIONS: Minimum Bachelor's degree plus 5 years of relevant work experience OR Master's degree plus 3 years of relevant work experience, OR a PhD plus 1 year of relevant work experience OR High School diploma/GED with 7 years of experience in hospitality or convention industry; plus 3 years in leadership experience.
Requires demonstrated ability to lead cross-functional teams.
Experience establishing and meeting operational performance metrics.
Requires strong knowledge of Microsoft Products, Teams, etc.
.
Excellent interpersonal, presentation, verbal and collaborative skills to work effectively throughout the organization.
Strong partnering/teamwork to identify critical work assignments that meet real time customer service needs.
Operational knowledge of the following groups, technical field operations, hospitality products, hospitality operations, service, or convention industry.
Candidate should meet physical requirements and/or limitations for equipment and uniform use (for example, ladder weight limitations - reference Physical Requirements and Environmental section above) and be able to differentiate technical devices and equipment in the field (including those which are color-coded).
Clear hearing to meet Environmental section above.
If required, a valid state driver's license with driving record that meets Cox standards.
Certifications and licenses, as required by state and municipal laws (OSHA).
Successfully meet (and maintain) additional background check requirements for specialized projects/services.
Able to identify key barriers/core problems and apply problem-solving skills to deal creatively with complex situations.
Able to make decisions under conditions of uncertainty, sometimes with incomplete information, that produce effective end results.
Willingness to work a flexible schedule as business needs dictate.
Ability to travel overnight(s) as business needs dictate.
Preferred 5 or more years in a leadership role.
Technical telecommunications, Hospitality, or operations industry.
Convention services experience - including large exhibits, meetings, temporary services.
The statements in this job description are intended to represent the key duties, essential nature and level of work being performed.
They are not intended to be all responsibilities or qualifications of the job.
USD 97,100.
00 - 161,800.
00 per year About Cox Communications Cox Communications is the largest private telecom company in America, serving six million homes and businesses.
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