SVP, Business Operations & Compliance

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
Responsible for driving strategic business initiatives across the Field Operations organization that are in support of our strategy and business performance expectations.
Responsibilities
• Responsible for driving strategic business initiatives across the Field Operations organization that are in support of our strategy and business performance expectations• Leads critical Field Operations enablers, including: remote logistics, Field Operations-specific training, quality, dispatch operations, vendor management and operations readiness functions. • Leads resource management strategy to ensure we operate as efficiently and effectively as possible in support of our revenue, opex, capex, and performance targets• Create field operations roadmap in partnership with key cross functional leaders to ensure our infrastructure, tools, processes evolve to deliver a positive customer experience • Lead field readiness and change management plans for key business initiatives ensuring our frontline field operations teams are fully equipped to generate a superior and cost efficient customer experience• Establish a culture of customer success, continuous improvement, action, urgency, and discipline, with continuous data-driven decision making and performance measurement • Cultivate a high-performing and winning field operations culture that motivates and inspires large teams to exceed business objectives. Provide strategic direction to enable the organization to capitalize on market opportunities and grow market-share.• Establish disciplined data-driven workforce planning to align with the business case for each area of field operations • Oversees and is accountable for the management of all operational aspects of workforce, budget and service level metrics, executed through the direct and indirect workforce, both union-represented and non-union, who are responsible for the customer facing installation, repair, maintenance, service delivery and planning functions, network maintenance and repair, construction and many indirect outsource partners.• Manages operating expense budgets for employee and non-employee expense including capital labor.• Manages self and team to established revenue and expense targets, customer satisfaction, product unit objectives, safety standards, and service quality metrics.• Partners with peer organizations (Service Delivery, Engineering and Construction, Product Dev and Technology, Planning and Sales and Marketing) to exceed service and network reliability standards while driving revenue and operational efficiencies.• Oversees the overall strategic direction of enterprise-wide Inventory Management processes and systems which includes: forecasting; budget planning and execution; product lifecycle management; and shipping forecasts.• Provides strategic leadership to the field operations training function within Altice USA and for our BPO partners.
Qualifications
• BA required/MA or MBA preferred • Minimum of 10+ years of operations leadership and/or business performance transformation experience with a proven track record of consistent delivery against business plans and targets• Experience in broadband, mobile, cable industry or similar regulated business is necessary• Strong stakeholder partnership across key leadership roles including but not limited to regional engagement, sales, care, retention, CX, product, marketing, and go-to-market strategy• P&L leadership and mindset with a strong track record of growth• Proven experience building a culture of data-driven decision-making, action, and delivery• Experience managing across a diverse and highly distributed footprint strongly preferred• Proven ability to collaborate across technology, operations, sales and marketing teams to optimize service solutions while driving growth and delivering of a superior customer experience• Proven executive presence, strategic capabilities, effective collaborator, and superior influencing skills• Demonstrated experience developing and providing sound, data-driven guidance and decisions to senior business leadership on operational strategies and performance• Demonstrates influential leadership with authentic motivation capabilities, and proven ability to successfully manage through transformation and change• Proven expertise in Logistics, Inventory Management or Supply Chain Management preferred• Exceptional vendor management capabilities• Experience developing executive relationships; managing multiple simultaneously complex projects and developing key strategies around business objectives• Relentless focus on results and driving operating improvements• Results driven leadership and coaching skills• Strong budget management experience• Strong analytical and critical thinking skills• Union workforce management experience strongly preferred• Ability to regularly be present in Altice USA Headquarters in Long Island City, NY, while also regularly being present in the Optimum field across 21 states
Leadership Competencies:• Transformation-oriented executive with the perseverance and open-mindedness to lead and drive paradigm shifts and gets energy from change• Excellent communicator with a confident and collaborative style and adept at aligning internal and external stakeholders• Hands-on operator and adaptive executive who can reinvent the playbook and evolve the business for the current ecosystem• Ability to influence large teams without direct ownership or reporting lines with a focus on improving customer experience
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty