Consultant - Field Operations in Lexington, KY at Windstream

Date Posted: 7/31/2019

Job Snapshot

  • Employee Type:
  • Location:
    130 New Circle Road
    Lexington, KY
  • Job Type:
  • Experience:
    5 to 7 years
  • Date Posted:

Job Description

Job ID:19002417

Consultant – Operations Support

Primary Job Responsibilities:

• Lead multiple strategic marketing campaigns/programs with significant impact on customer and financial results. Lead and participate on cross functional teams to achieve business goals. 

• Develop marketing campaigns to drive revenue, reduce churn and align with company objectives.

• Work effectively to deliver marketing programs and events that drive results against established strategic objectives, timelines and financial goals.

• Create and manage project plans and timelines to ensure key deliverables are met. Anticipate needs, prioritize tasks & meet deadlines. 

• Drive the integrated marketing communications and collateral to market and promote assigned campaigns.

• Support Local Operations teams with communications.

• Coordinate with Marketing, and support Local Operations Staff around all local events.

• Attends local events and represents Windstream in the area as needed. 

• Liaison between operations and other work groups (engineering, OSP, call center, BTAC, Gov’t Affairs, Marketing, Retail, Assignment, SAG, PR and Corporate Communications).

• Assists Field Ops teams to push metrics through campaigns.

• Reviews areas for new switch placement and/or back feed.

Secondary Job Responsibilities:

• Point-of-contact for President and Local Ops teams for all customer escalations

• Project management of any and all pending escalations.

• Works with the escalations call center to communicate with customers directly on behalf of the President and Ops. team as needed.

• Support:  State President / Directors / Local Managers / Support Staff and front-line employees.

• Reports: daily, weekly & monthly compiling of informational statistics and highlighting status of all escalations and resolutions.

• Responsible for the management of all customer escalations and administering and reducing held orders. Investigation and resolution of complaints and preparation of escalations handled by the State President. 

• This position works closely with the other departments to utilize data to reduce and eliminate held orders. 

• Candidate must be able to process multiple escalated events and deal in a crisis mode under pressure to engage a multitude of teams to resolve service impacting issues. 

• Special Projects as assigned.

Job Requirements


• Collegedegree and 5-7 years professional level experience with 2-3 years supervisoryexperience; or 9 years professional level related experience with 2-3 yearssupervisory experience; or an equivalent combination of education andprofessional level related experience required.

• Must have theability to gather & analyze data to provide successful resolutions.

• Must be aTEAM player and a change agent as well as process driven. 

• Must be aself-starter with a positive and driven attitude. 

• Strong written,verbal and communication skills are required.

• Basicknowledge of MetaSolv, equipment inventory and task flow desired.

• Possess basicworking knowledge of Telephony, Voice, Broadband/DSL, WiFi, andtelecommunications technologies, desired.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.