Sr Manager, Control Tower - Contact Center

What's the role?

As the Senior Manager, Technical Operations Command Center serves as the leader of the enterprise command center responsible for orchestrating end-to-end service delivery execution across Technical Operations, Customer Operations, Workforce Management, Field Operations, Dispatch, and strategic vendor partners. This role provides both strategic and operational leadership to ensure service delivery commitments, customer experience objectives, and operational performance targets are consistently achieved. Acting as the central point of coordination across multiple organizations, the incumbent drives real-time decision-making, operational governance, risk mitigation, and performance recovery initiatives while providing executive visibility into critical business operations.

The role requires strong cross-functional leadership, executive stakeholder management, and the ability to influence outcomes across organizations without direct authority. The Senior Manager will lead the evolution of the Command Center operating model, ensuring alignment between executional performance, customer outcomes, and business objectives.

How can you add value?

Strategic Leadership & Operational Governance

• Lead the Technical Operations Command Center as the centralized operational command function responsible for real-time service delivery performance.

• Define, implement, and continuously evolve the Command Center operating model, governance framework, performance standards, and escalation processes.

• Establish operational rhythms, executive review mechanisms, and cross-functional governance forums to drive accountability and execution excellence.

• Partner with senior leadership across Technical Operations, Customer Operations, Workforce Management, Field Operations, and Vendor Management to align priorities and drive enterprise-wide execution.

• Develop and maintain operational playbooks and response strategies for critical business scenarios.

Real-Time Operational Leadership

• Direct intraday operational execution for repair and installation activities, ensuring adherence to service commitments and customer experience objectives.

• Act as the primary operational leader during service-impacting events, performance degradations, or high-risk situations requiring immediate intervention.

• Lead cross-functional response efforts to mitigate operational risks and drive timely recovery actions.

• Provide real-time visibility into operational performance, emerging risks, capacity constraints, and service delivery challenges.

• Drive decision-making during operational incidents, ensuring rapid issue resolution and minimal customer impact.

Cross-Functional Orchestration

• Coordinate integrated execution across Workforce Management, Scheduling, Dispatch, Order Assurance, Technical Support, Customer Operations, and field organizations.

• Serve as the central point of alignment among multiple operational teams to ensure seamless execution and a consistent customer experience.

• Remove operational barriers and resolve cross-functional challenges without unnecessary escalations.

• Influence stakeholders across various levels of the organization to achieve operational objectives and performance outcomes.

Vendor & Partner Management

• Lead operational governance of Business Process Outsourcing (BPO) partners supporting Command Center activities.
• Ensure vendor compliance with service level agreements, quality requirements, productivity metrics, and operational objectives.
• Conduct performance reviews and drive continuous improvement initiatives with external partners.
• Establish accountability frameworks that ensure consistent delivery against customer and business expectations.

Performance Management & Operational Excellence

• Analyze operational trends, identify root causes impacting service delivery performance, and implement corrective actions.
• Drive initiatives focused on increasing first-time completion rates, improving customer satisfaction, and enhancing operational efficiency.
• Develop actionable recommendations supported by data analysis and operational insights.
• Monitor and manage key performance indicators including service levels, appointment adherence, first-time completion, dispatch effectiveness, and customer experience metrics.
• Lead continuous improvement initiatives that enhance operational effectiveness, execution consistency, and organizational performance.

Executive Communication & Reporting

• Provide executive leadership with clear, accurate, and timely reporting on operational performance, risks, and recovery plans.
• Present data-driven insights and recommendations that support strategic and operational decision-making.
• Communicate business impacts, emerging trends, and critical operational priorities to senior leadership.
• Ensure transparency and alignment across all stakeholders involved in service delivery operations.
• 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.

What do you need?

Education and/or Experience:

Bachelor's Degree is required

6-9 years of experience in operations, preferably within the telecommunications industry in field service, Control Tower, Network Operations Center (NOC), or command center 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.