Vendor Partnership Director (TSO)
Salary Range $106,000 – $185,000
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.
About the Role
As Director inside of our Vendor Partnership Operations Team, you will play a key role in executing strategic goals and overseeing the relationships of Frontier’s business partners for the Technical Support Operations line of business. In this role, you will collaborate with vendor leadership personnel to build and sustain customer-focused operations and ensure a high level of customer service and efficiency outcomes. You will also be responsible for meeting budget goals and driving meaningful innovation progress specific to TSO.
In addition, you will lead an internal Vendor Management Team, focused on maximizing vendor partner performance and creating cohesion between internal and external partners. As a successful leader inside of VPO, high-level people and communication skills are a must in creating the People First Team organization we inspire to be.
Responsibilities
- Works with the Senior Leadership Team to develop and improve operational plans directly or indirectly impacting the organization
- Partner with internal teams to strategize on the best options for call delivery and staffing alternatives within budget goals
- Create and communicate alternative options while working within contractual limitations, partnering with the vendor leadership teams that bring consensus when appropriate
- Leverage the vendor partners on innovative solutions, data analytics and customer trend identification to deliver stronger customer experience results
- Partner with internal teams on the implementation of key strategic initiatives that enable the operations to be more effective and efficient
- Oversee budget for the organization, review and reconcile vendor invoices for accuracy
Required Qualifications
- Ability to think strategically and tactically while delivering results in a high-change, fast-paced work environment
- Ability to collaborate / partner with various teams across the organization to drive initiatives and results
- Lead and coach, motivating a team to the next level and identifying developmental opportunities
- Proven ability to deliver expected performance results and ability to drive vendor partner performance to the next level
- Entrepreneurial spirit with a natural curiosity for operational improvement relative to TSO
- Ability to deliver tough messages to Vendor Partners and guide them appropriately
Attributes
- Strong analytical skills
- Ability to influence others
- Strategic thinker
- Strong attention to detail
- Ability to take ownership and accountability for goals
- Ability to organize a multitude of tasks, projects and information simultaneously
- Ability to create executive level presentations and reporting
- Communicate effectively, both in writing and orally
- Interact with a wide variety of individuals, both internal and external, positively and effectively
- Independent judgment skills, as well as the ability to make effective decisions quickly
- Success oriented
- Possess a strong sense of urgency and commitment
Previous Experience and Educational Requirements
- 5+ years of experience in increasing leadership responsibility in call center operations, internal call centers or vendor management
- Experience in fiber broadband technology, and knowledge in troubleshooting fiber or copper network
- Ability to analyze data and create solutions to address business challenges
- Bachelor’s Degree or equivalent business experience
Additional Skills
- Advance skills in PowerPoint and Excel, Access preferred
- Excellent at delivering a defined strategy to all levels
- Ability to manage multiple priorities, high commitment to quality, self-starter, problem solver and decisive
- Knowledge in the following systems: CRM and Non-CRM DPI, DSL Order Tool, PEGA, VxField, SIMPL, LoopCare, CORE, fONE, BOLD Chat, Electronic Bill Payment Processing (EBPP), Workflow Manager, ESP, ACT, etc.
- Proven experience leading teams and cross functional projects
- Strong analytical skills to review data and identify drivers to improve KPIs, such as Net Promoter Score, Average Handle Time, First Call Resolution, Dispatch Rate, Transfer Rate, etc.
- Strong critical thinking skills to help determine resolution to roadblocks
- Ability to multitask and thrive in rapidly changing environment is crucial
- Ability to consistently meet/exceed assigned targets and objectives
- Organized and detail-oriented
- Manage projects from inception to completion
- Call Center (Account Services, Retention, and Tech Support) and vendor management experience preferred
- Flexibility in work schedule
- Ability to travel up to 50% as needed
Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.
We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.