Director, Mobile Optimization & Customer Quality Of Experience

What you'll do: The position is responsible for ensuring the LLA standards for the mobile customer Quality of Experience (QoE) and network performance are met across all mobile networks The individual will determine and set the RF Optimization, system performance and QoE network performance targets across LLA. This leadership role will drive KPI’s, processes and methodology for all wireless infrastructure and services and define the processes and activities of the optimization team. A key purpose is to improve end-user experience and maximize asset utilization, ensure the proper functioning of the Cellular Network (RAN, end to end quality) and interact with the key commercial and technical stakeholders for the continuous improvement of the network A focus of this function is to improve network quality and save costs both on outsourced contract costs, in-house head-count efficiencies, increase capacity and delay CAPEX capacity additions. Efficiently manage outsourced technology providers for the execution of all optimization tasks.
This group will develop new automated tools that optimize the network on a proactive basis and provide an accurate representation of the true customer experience. This team measures/reports the mobile QoE and network performance across all LLA markets and will provide the official mobile network performance reports. To lead, manage and develop the RF optimization staff through clear direction and performance management to ensure individual performance is aligned to goals and objectives and improve end-user experience and maximize asset utilization. Create an environment conducive to creative problem solving and well researched planning, with responsibility being to gain maximum advantage from the current network.
This position supports all VIP customer’s complaints related to technical issues referred to by B2B sales and customer care groups Provide support to the commercial and engineering team regarding network needs (coverage and capacity) Provide guidance and feedback to engineering (RAN, Core) & to Operations (Field services & Core) and implementation group to ensure that new deployments do not negatively impact customer experiences. Provide guidance to FSO & Core Operations in resolution of chronic cases related to Operational issues on Mobile platforms and RAN sites Provide guidance to implementation team focusing on ensure that new deployments don’t negatively impact customer experience