Consultant-Operations Suprt in United States at Windstream

Date Posted: 4/27/2018

Job Snapshot

Job Description

Job ID:18001392

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

Minimum Requirements:

  • College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9+ years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.
  • Must have the ability to gather & analyze data to provide successful resolutions.
  • Must be a TEAM player and a change agent as well as process driven.
  • Must be a self-starter with a positive and driven attitude.
  • Strong written, verbal and communication skills are required.
  • Basic knowledge of MetaSolv, equipment inventory and task flow desired.
  • Possess basic working knowledge of Telephony, Voice, Broadband/DSL, WiFi, and telecommunications technologies, desired.


EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran. Windstream is a drug-free workplace.