Regional Manager, Implementation Performance Management

Position Title: Regional Manager, Implementation Performance Management (M3) Company Summary Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber.
It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business.
Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible.
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 New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.
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.
Role Responsible for the end-to-end oversight of regional safety, analytics/reporting, core capital project management, standardization, process improvement, and innovation initiatives.
Serve as the liaison for the Network Implementation and Operations (NI&O) organization to corporate and cross-functional partners, identifying best practices, driving consistency across Regions/Districts.
Responsible for assisting in the development of systems and reporting tools and help coordinate implementation and training efforts to ensure consistent usage across Areas.
The Regional Manager of Implementation Performance Management (IPM) will oversee a cross-functional team that supports all regional programs and initiatives and will work with district-based teams as appropriate to deliver upon corporate objectives.
The position will work with all NI&O functional areas on improving the quality of processes, deliverables, and the end-to-end customer experience.
Common activities will involve regional data identification, collection, analysis, and reporting; along with understanding operational business functions and processes.
The regional IPM team is expected to maintain open communication across all functional teams and work as a unit with consistency while supporting the regional NI&O organization; cognizant of fostering the vision and values of Crown Castle.
The position is responsible for ensuring that Crown Castle's regional NI&O team’s execution relative to external customer expectations and internal departmental metrics are being met or exceeded.
Responsibilities Manage the IPM team while working with the Regional VP, Directors, and regional leadership to help define and execute the region’s strategy.
Analyze and report on regional Objectives and Key Results (OKRs) that drive national and regional Key Performance Indicators (KPIs) of deliverables and supporting workflows in order to measure operational performance, as well as identify and assess areas of opportunity for improved process efficiencies and performance.
Monitor and analyze quality metrics across people, network deployments, process and technology, as well as participate in recommending and implementing changes based upon results.
Lead implementation & training of systems, tools, processes, & procedures for teams throughout the region.
Develop processes, procedures, and trainings to ensure system usage consistency among teams throughout the region.
Maintain knowledge of technology in use and/or innovations under development for its impact or potential impact on the operational business process.
Collaboratively work with other cross functional members of the Implementation and Operations team across the region while also ensuring standardization and alignment with other regional teams.
Manage and maintain regional data for centralized functions such as but not limited to fleet and inventory.
Drive organizational priorities by tracking action items and creating reports, presentations, and other activities as dictated by the business Develop and coach both direct employees, as well as ensuring similar opportunities through-out the team.
Identify training gaps and create a career path for team members.
Lead regularly scheduled reviews with the regional NI&O team to review operational performance and lead business process improvement initiatives.
Plan, organize, monitor, and oversee complex projects utilizing cross functional teams to deliver defined requirements and meet company strategic objectives.
Serve as the funnel intake single point of contact for all regional SME requests for process and system enhancement initiatives.
Engage regional cross-functional teams and national Business Process Improvement teams with strong collaboration and effective communication for process improvement & OKR/KPI attainment.
Education/Certifications Bachelor’s Degree or equivalent experience required Master of Business Administration preferred Experience/Minimum Requirements Minimum seven (7) years of telecommunications experience or equivalent work experience required Experience with Six Sigma, Lean Principles and/or PMP a plus but not required Other Skills/Abilities Strong business and financial acumen Strong team development skills Strong presentation skills – must possess strong public speaking skills Excellent leadership, interpersonal, verbal, and written communication skills Must have strong cross-functional collaboration skills and demonstrated ability to successfully influence other cross-functional teams, including executive management The ideal candidate will possess both an expertise in reporting and analytics as well as an understanding of workflows, customer needs, and underlying technology The candidate must have strong analytical skills and proven ability in determining the root cause of problems and the base set of conditions for their occurrence.
He/she must exhibit the ability to assess the priority and severity of issues by understanding business objectives, technical costs, and user needs as well as weigh alternatives for resolution.
Curiosity, initiative, and drive, along with the ability to quickly learn new technology, and a willingness to think strategically and tactically will be critical to success in this position Ability to diagnose workflow problems and institute remedies The individual must possess and employ the highest ethical and business standards and always conduct himself/herself with the greatest degree of professional integrity.
Organizational Relationship Reports to: Vice President, Network Implementation & Operations Title(s) of direct reports: Operations Coordinator, Operations Manager, Safety Specialist Working Conditions: This is a Regional role and falls into our hybrid work model working 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.
There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.
#LI-KG1 #LI-Hybrid Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
41 CFR 60-1.
35(c)