Background Investigation, C-Level Management, Call Centers, Communication Skills, Contingency Plans, Continuous Improvement, Cross-Functional, Customer Churn, Customer Experience, Customer Relations, English Language, Equal Employment Opportunity (EEO), Error Handling, FCC (Federal Communications Commission), Leadership, Maintain Compliance, Metrics, Multilingual, Network Operations Center, On Site Support, Operational Improvement, Operations Control, Performance Analysis, Performance Management, Performance Metrics, Philosophy, Risk, Risk Analysis, Root Cause Analysis, Safety Process, Safety Standards, Service Delivery, Spanish Language, Technical Operations, Telecommunications, Time Management, Trend Analysis
What's the role?
As a Senior Manager – Control Tower of Technical Operations serves as the real-time command center leader for repair and installation execution. Reporting to the Sr. Director of the Contact Center (with functional alignment to the Director of Repair & Install Operations), this role holds full intraday authority to protect customer commitments, reduce technical churn, and safeguard installation revenue. The position orchestrates customer communications, rescheduling, and technician enablement through the Hotline Support platform, while ensuring synchronized execution across Dispatch, Backoffice, and Technical Bases. The Senior Manager acts as the single point of accountability during operational incidents, ensuring a cohesive, customer-centered experience throughout the full technician visit lifecycle.
Responsibilities:
How you can add value?
Operational Leadership & Real-Time Command
- Lead real-time Control Tower operations for repair and installation execution.
- Intervene when execution deviates from plan to protect on-time performance and customer experience.
- Direct customer outreach and rescheduling through the Contact Center.
- Oversee Hotline Support to unblock technicians in real time.
- Manage same-day changes, recoveries, and all exception handling.
- Reprioritize work based on customer impact, churn risk, and revenue exposure.
- Activate contingency plans and escalate major incidents to VP/C-level as needed.
Performance & KPI Management
- Support achievement of end-to-end KPIs including on-time visits, MTTR/MTTI, NPS, TR-related churn, and other field technical performance metrics.
- Drive intraday execution and recovery actions with direct KPI impact.
- Provide real-time visibility, risk assessments, and corrective recommendations.
- Supply data-driven insights enabling informed executive decision-making.
Cross-Functional Orchestration
- Coordinate integrated execution across Appointment Communications, Hotline Support, Dispatch, Back Office, and Repair & Install Operations.
- Resolve cross-team friction without unnecessary escalations.
- Ensure a single, unified customer experience by eliminating operational silos.
Continuous Improvement & Operational Excellence
- Analyze performance trends to identify root causes of technical churn, cancellations, and rework.
- Design and implement improvements to reduce repeat contacts, rescheduling, and installation losses.
- Define and maintain operational playbooks for critical scenarios.
- Serve as the central visibility and reporting function for operational health, no-shows, and other friction points.
- 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?
Educations and/or experience:
8-10 years of experience in telecommunications operations, field service, control tower, NOC, or command center environments.
Demonstrated leadership in hands-on, real-time operational roles with direct decision-making authority.
Proven ability to manage end-to-end technical KPIs with measurable impact on churn and revenue.
Other qualifications
- Fully bilingual (spanish and english)
- Strong, decisive leadership under pressure.
- Excellent operational and cross-functional leadership capability.
- Deep understanding of technical metrics, service delivery, and customer outcomes.
- Advanced ability to communicate insights and decisions through data-driven, executive-level communication.
- Customer-first mindset with a focus on protecting customer commitments and revenue.
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. 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 be a 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.