"Alerted.org

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.

+ Support employees in a coaching and skill developing manner when working with issues.

+ Verify core company training is completed by the team in a timely manner.

+ Conduct ongoing training assessments, ensuring that the team possesses timely and accurate compliance and standards knowledge and can conduct appropriate troubleshooting.

+ Oversee development of team career path.

COMPETENCIES:

+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

+ Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information to internal and external customers, handle customer inquiries and complaints, and communicate effectively with the team.

+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

+ Demonstrated ability to maintain the highest levels of confidentiality with company proprietary and customer account information.

+ Ability to adhere to all company and department policies and procedures regarding compliance, customer service, product lines/campaigns/promotions, associated billing systems, and databases.

+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

+ Strong knowledge of customer service and sales principles.

+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

+ Ability to multitask in a fast-paced environment with positive results.

+ Ability to develop detailed capital and operating budgets for the department.

+ Familiar with reporting and tracking tools necessary to assure budget guidelines meet expectations.

+ Demonstrated strong analytical and problem-solving skills with the ability to handle unusual problems or complex and challenging situations leading to optimal solutions that follow department and company policies and procedures.

+ Demonstrated knowledge and understanding of business operations, managing profit and loss, safety, and security.

+ Demonstrated ability to interpret and apply written policies, procedures, and technical guidelines.

+ Demonstrated ability to identify inconsistencies between existing and updated information/documentation/procedures and suggest corrections to maintain uniformity, consistency, and accuracy.

+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

+ CHANGE MANAGEMENT: champions and supports department and company change.

+ DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.

+ PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.

+ Ability to schedule personnel and tasks to maximize productivity and meet deadlines.

+ MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.

+ Proven ability to lead a team to high levels of performance while maintaining morale and personal growth for employees.

+ Ability to function as a positive mentor and coach and instill an environment supporting department and company goals.

+ PERFORMANCE MANAGEMENT: sets clear performance expectations for team.

+ Demonstrated ability to manage performance through motivation and counseling of different work styles and levels throughout the company.

+ Ability to manage challenging employee or customer issues ensuring positive results.

+ TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into databases or equivalent.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

+ High School diploma or equivalent.

+ Bachelor’s degree in Business, Communications, or related field. *

+ Minimum of ten (10) years of relevant experience in service provisioning, service delivery, technical support, project/product management, or managing sales/operations teams to include: *

+ A minimum of three (3) years in a supervisory or management position.

+ A minimum of five (5) years in telecommunications or related industry.

Preferred:

+ Relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

+ Work can be intense and stressful due to customer interactions that are sometimes emotionally charged.

+ Work is primarily sedentary, requiring daily routine computer usage.

+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

+ Ability to accurately communicate information and ideas to others effectively.

+ Physical agility and effort sufficient to perform job duties safely and effectively.

+ Ability to make valid judgments and decisions.

+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

+ Must work well in a team environment and be able to work with a diverse group of people and customers.

+ Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.