Manager Off-Net Solutions

Position Title: Manager – Off Net Solutions (ONS) Ordering & Optimization (M2)

Company Summary 

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it possible to transform the way we live and work. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US.

Role

The duties will include directing and coaching a team of individuals as well as individual contributor(s) as needed in Off Net Ordering & Optimization. As the leader of Crown Castle’s ONS Ordering & Optimization Team, the Manager will work to drive continual process improvement, gain operational efficiency, control costs, and will provide a level of service which meets or exceeds customer and other Crown Castle department expectations. This manager will work cooperatively with other company departments as required, including Manager of Carrier Relations, Manager Colocation, Manager of Operations Support & Analysis, Manager of Real Estate Acquisitions, Network Optimization, Service Delivery, Provisioning, Fiber Engineering, Fiber Construction, Field Operations, NOC, Change Management, ProvAM, Sales Engineering, Client Services and Sales.

• Manage and lead a highly talented team responsible for the ordering and management of third-party facilities associated with but not limited to  a) Customer Circuit Moves, Adds, Changes, Disconnects (MACD); b) Infrastructure Circuit MACD; and c) Network Optimization of any circuits.  “Circuits” are defined as any third-party off net service including cross-connects (xcons), dark fiber, wave services, ethernet E-LAN\E-LINEs, broadband, wireless, fixed wireless, SD-WAN and any NNIs. 
• Support peer teams and processes to ensure that vendors deliver on or before their stated Firm Order Commitment (FOC) dates.
• Lead and manage all aspects of escalations, internal and external, while keeping all teams aligned with progress and outcomes
• Complete CRM Assignments from Change Management, ProvAM and the NOC
• Create and manage order and related MACD templates, process documentation and reference tools for each active third-party vendor. Train all departmental teams accordingly to ensure accuracy and consistency to ensure maximum efficiency and department effectiveness. The Manager will demonstrate proficiency and expertise for all aspects of this role.
• Participate in the vetting and approval of new Type 2 vendors for onboarding
• Lead and manage processes and escalations within established guidelines as communicated by the Director, Network Access Management
• Drive continual improvement in efficiency, automation, training, and reporting metrics as communicated by the Director, Network Access Management
• Ensure all incoming Help Desk tickets are addressed
• Be available as part of the On Call rotation, and ensure the On Call contact information is kept current

Expectations 

• Ability to work hands-on, independently with overall guidance by the Director
• Ability to manage a highly talented team of approximately 10+ individuals
• Excellent organizational skills – including the prioritization of daily, weekly and longer term activities for self and for the team.
• Basic understanding of Ethernet technologies, Dark Fiber, (D)WDM and SONET/TDM Technologies as well as OSP/ISP construction
• Familiarity with Telecommunications network elements and overall design solutions, particularly lit & dark circuits as well as colocation inclusive of space, power and cross connects
• Experience managing multiple vendors and resources to deliver time-sensitive projects
• Intermediate knowledge of Microsoft Excel, pivot tables, report generation
• Comfortable meeting with and negotiating with Vendors, making presentations, and driving continual improvements
• Excellent oral and written communications skills
• Ability to read and comprehend legal documents such as MSA’s, IRU’s, Service Orders and Addendums while being able to comprehend financial deal sheets and models
• Demonstrable problem-solving and research skills while having the ability to produce high volumes of work accurately while hitting deadlines

Education/Certifications 

• Bachelor’s degree in Related Field (MBA Preferred) or equivalent industry experience.

Experience/Minimum Requirements 

• 8+ years of Telecommunications Operations Management
• 5+ years of People Leader experience
• Preferred track record of continuous improvement of Service Delivery & Optimization with appropriate metrics to track success and growth
• Preferred track record of implementing and running an automated ordering system while also understanding the critical pivot points in the ordering and install process

Organizational Relationship 

Reportsto:   Director – Network Access Management

Title(s) of direct reports (if applicable):   3

Working Conditions: This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week).  Beginning September 5, 2023 our hybrid work model will be adjusted to 4 days in the office on Monday through Thursday.  On Fridays, teammates on the hybrid schedule will have the option to work from the office or home.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

For New York, Colorado, California and Washington residents the hiring range offered for this position is $102,000 - $142,000 annually. In addition to salary, employees are eligible for an annual bonus of up to 20% of annual salary and restricted stock. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees will also receive 18 days of paid time off each year and 12 paid holidays throughout the calendar year.