Calix Inc.

ISP / OSP Engineering Manager

US-US - Remote
Job ID
4265
Category
Professional Services
Position Type
Full Time

Overview

We at Calix wake up every day and think about one thing – the best way to connect the device-enabled subscriber and the cloud-enhanced Internet of Everything. It’s a noble cause, and one that we share with a finite group of communications service providers (CSPs) around the world whose networks and software define the broadband experience of subscribers everywhere. As the leading provider of innovative communications software, systems, and services to these CSPs, our role is to provide the vision, the insights, and the solutions to enable them to be the service provider of choice to their subscribers.

 

This formula has worked. As Calix Software Defined Access and Calix Cloud innovations and value-added services enable our customers to transform their businesses and be the winning CSPs of tomorrow, they reward us with double-digit growth and extraordinary loyalty. It’s a virtuous cycle, and as a half-billion dollar start-up, it’s one that is just getting started.

 

Do you share our passion and want to learn more? 

 

The primary responsibility of the ISP/OSP Engineering Manager is to refine a service delivery model and establish a uniform end-to-end process to ensure the highest level of quality and customer satisfaction across a designated region.

Responsibilities

  • Work with Senior Manager to:
    • Refine a service delivery model and establish uniform processes and procedures to ensure high level of quality and customer satisfaction across a designated region
    • Assist in the development and implementation of a sourcing strategy for contract labor to align and meet Professional Service financial goals
    • Translating technical and business requirements to identify and evaluate vendor selection
  • Manage vendor relationships by:
    • Directing, as well performing, physical and remote inspections and quality assessments of contract labor work processes and finished product on in-process and completed ISP/OSP projects
    • Providing oversight to remove roadblocks for the contract vendors in designated region
    • Assisting the Senior Manager in the development and implementation of a supplier scorecard to measure quality and customer satisfaction metrics
    • Performing root cause analysis and implementing and monitoring corrective actions
  • Coordinate with Program and Project Managers to:
    • Build and scale vendor capabilities to support Professional Services and product strategy
    • Assist in the creation of tools and processes to increase efficiencies and profitability in designated region
    • Work side-by-side to coordinate schedules and required resources to meet expectations
    • Serve as the single point of contact between Calix and Contractors to resolve issues arising during the Installation and/or maintenance process
    • Recognize areas for product, process or service fulfillment improvements/innovation and develop plans with cross functional teams for implementation
    • Establish working relationship with customers and stakeholders
    • Lead and guide supervisor resources
  • Own entire market for ISP E/OSP E, Construction, Installation, TTU
  • Attend project/customer kick-offs
  • Shared P&L responsibility with Program Management team
  • Escalation point for National ISP E/OSP E, Construction, Installation, TTU
  • Escalation point for all executive vendor relations
  • Final approval for package pricing
  • Responsible for execution of Professional Services Process Flow for all ISP E/OSP E, Construction, Installation, TTU
  • Partner with X-Functional Peers to collaborate
  • Quarterly face to face meetings with customers (active projects)

Qualifications

  • Bachelor’s Degree preferred
  • Deep background in plant operations and professional services process flow for all ISP E/OSP E, Construction, Installation, TTU and performance management.
  • Excellent people and management skills to interact with staff, colleagues, cross-functional teams and third parties
  • Willing to travel up to 50%
  • Experience in telecommunications, cable/ MSO market segments is a plus
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