Overview:
What's the role?
As a Senior Manager, Service Delivery & Operational Excellence is responsible for driving end-to-end service delivery performance, operational efficiency, and continuous improvement initiatives across Technical Operations, Customer Operations, Workforce Management, Dispatch, Field Operations, and strategic business partners. This role combines operational leadership, advanced analytical capabilities, and process optimization expertise to ensure service commitments, customer experience objectives, and business performance targets are consistently achieved. The incumbent will leverage data-driven insights, root cause analysis, and operational excellence methodologies to identify opportunities, improve execution, and drive sustainable business results.
The ideal candidate possesses strong operational knowledge, exceptional analytical skills, and a proven track record of leading process improvement and performance optimization initiatives within complex service delivery environments.
Responsibilities:
How can you add value?
Service Delivery Leadership
- Lead and optimize end-to-end service delivery performance across multiple operational functions.
- Monitor operational execution, ensuring service level commitments and customer experience objectives are consistently achieved.
- Partner with Workforce Management, Dispatch, Technical Operations, Customer Operations, and Field Operations teams to drive operational effectiveness.
- Identify and mitigate operational risks that may impact customer commitments or business performance.
- Drive performance recovery initiatives and corrective action plans when operational targets are not achieved.
Operational Excellence & Continuous Improvement
- Lead continuous improvement initiatives focused on enhancing operational efficiency, service quality, and customer outcomes.
- Apply Lean, Six Sigma, Operational Excellence, and process improvement methodologies to optimize operational workflows.
- Identify process gaps, inefficiencies, and execution barriers and implement sustainable solutions.
- Lead cross-functional projects that improve productivity, reduce operational waste, and enhance business performance.
- Establish performance standards, governance practices, and operational controls to ensure execution consistency.
Analytics & Performance Management
- Analyze operational performance data to identify trends, risks, improvement opportunities, and business insights.
- Conduct root cause analysis to identify drivers impacting service delivery performance and customer experience.
- Develop actionable recommendations supported by quantitative analysis and operational intelligence.
- Monitor and manage key performance indicators (KPIs), including service levels, productivity, first-time completion rates, customer satisfaction, appointment adherence, and operational efficiency.
- Partner with Business Intelligence and Analytics teams to develop dashboards, scorecards, and performance reporting solutions.
- Support forecasting, capacity planning, and resource optimization efforts through data analysis and performance modeling.
Cross-Functional Leadership
- Serve as a key operational leader responsible for coordinating efforts across multiple business functions.
- Influence stakeholders and drive alignment across Technical Operations, Workforce Management, Customer Operations, Dispatch, and Vendor Management organizations.
- Facilitate operational reviews and governance forums to ensure accountability and execution against performance objectives.
- Remove operational barriers and resolve cross-functional challenges impacting service delivery outcomes.
- Foster a culture of accountability, collaboration, and continuous improvement.
Vendor & Partner Performance Management
- Manage operational relationships with strategic vendors and business partners.
- Monitor and evaluate partner performance against established service, quality, productivity, and customer experience metrics.
- Lead performance reviews and improvement initiatives with external partners.
- Ensure operational compliance with service level agreements and business requirements.
- Establish accountability mechanisms that drive consistent execution and performance.
Executive Communication & Business Support
- Provide senior leadership with timely and accurate reporting on operational performance, risks, trends, and improvement opportunities.
- Present data-driven recommendations that support operational and strategic decision-making.
- Communicate business impacts, emerging issues, and mitigation strategies to leadership stakeholders.
- Support strategic planning efforts through operational insights, forecasting, and performance assessments.
- Demonstrate and maintain compliance with the Customer First Philosophy, Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
- Other functions may be assigned.
Qualifications:
What do you need?
Education and/or Experience:
Bachelor's Degree is required in System Engineering, Industrial Engineering, Business Analytics, and/or other related.
6-9 years of experience in operations, preferably within the telecommunications industry in Service Delivery, Technical Operations, Telecommunications, Field Operations, Workforce Management, Operational Excellence, or related operational environments.
Other qualifications:
• Fully Bilingual (English and Spanish).
• Proven experience leading hands-on operations with real-time decision authority.
• Demonstrated success managing end-to-end technical KPIs
• Decisive leadership under pressure
• Strong operational and cross-functional leadership
• Deep understanding of technical metrics and customer outcomes
• Data-driven executive communication
• Customer-first mindset with a strong focus on revenue protection
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.