Director of 911 Network Operations

Salary Range: $100,000 - $207,000

When you're in the business of making connections, diversity and inclusion become part of your fiber. We believe in unlocking the power of diversity to drive digital connectivity, so if you feel your experience looks a little different, and you can add value,we encourage you to apply! #BuildGigabitAmerica

About Us

Frontier is a leading communications provider offering gigabit speeds to empower and connect millions of consumers and businesses in 25 states. It is building critical digital infrastructure across the country with its fiber-optic network and cloud-based solutions, enabling connections today and future-proofing for tomorrow. Rallied around its purpose of Building Gigabit America, the company is focused on supporting a digital society, closing the digital divide, and working toward a more sustainable environment. Frontier is preparing today for a better tomorrow. Visit.

About The Role

This position will have overall responsibility and accountability for all aspects of the 911 services and circuits provided by Frontier. The individual will own the Frontier 911 Compliance Plan, which consists of Operating procedures specific to service continuity during maintenance or repairs, service restoration during outages, training, and internal and external reporting.

This position will lead the 911 Repair center, Network Diversity team, 911 Service Specialists, Customer premise equipment, and Tier 2 support for Frontier-managed emergency service hardware & software solutions. The Director will also be the point of interface for state and federal bodies providing reporting and performance metrics.

The 911 Repair Center is responsible for 24/7/365 network surveillance and support of Frontier's 911 customer base. The successful candidate will need to manage a fast-paced operation in a demanding customer service organization. This is integral to Frontier's overall 911 NOC operation and the customer experience. The Director will oversee, mentor, and provide technical leadership to the 911 Center of excellence organization. They will support Regulatory, Sales, Marketing, Engineering, and Operations in the successful deployment and ongoing care and repair of emergency services.

Responsibilities

• Own the 911 Operating Procedures and associated Compliance Manual
• Develop, implement, and improve upon processes in the evolving 911 environment
• Responsible for timely notifications and reporting of 911 events internal and external as required and defined by the FCC and regulatory bodies; including reporting of noncompliance of any portion of FCC-mandated orders
• Handle higher-level escalations for 911 customers and network service troubles/outages 24 hours a day
• Own Training program and Ensure employees complete all training related to 911 services
• Accountable for Network continuity to make sure 911 essential functions operate without interruption during and after disruptive events
• Direct monitoring, coordination, and escalation of any 911 service impacting outages and associated restoration activities
• Liable for Service continuity and expeditious restoration of services during planned maintenance and repairs
• Communicate with other departments as required to improve the coordination between these departments as well as the overall quality of service experience for our customers
• Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required
• Highlight and escalate single points of failure encountered to network events and routing auditing
• Represents National Network Architecture and Engineering in the evolution of NG911 service creation, network deployments, 3^rd party partner selections, and operational best practices
• Review of trouble tickets, maintenance schedule, and major service interruptions

Required Qualifications

• Must be able to work in a fast-paced high-pressure environment
• Must be available 24x7x365 and prepared to handle escalations at any time
• Must be able to work extended hours
• Must be able to manage multiple projects
• Some travel is required

Skills

• Must have a solid understanding of 911 networks and NG911 technologies
• Must have a solid understanding of TDM, Data and Ethernet technology, and associated equipment
• Must have a solid understanding or working knowledge of 911 call routing and termination
• Experience with managing large projects

Education/Experience

• Five to ten years of previous leadership or management experience in Telecommunications Network Engineering or Operations, Public Safety Answering Point (PSAP), or 911 Service Provider
• Higher education required
• Previous 911 service management
• Working knowledge of Local, State, or Federal 911 Regulatory Rules

Where you'll be working

• In this hybrid role, you will have a defined work location HUB that includes work from home and assigned days in the office set by your manager. The HUB for this role will be Dallas, TX

Frontier salaries are estimated by third parties and may or may not reflect actual or total compensation. Please confirm with your recruiter.

We are deeply committed to attracting talented team members in the US from all backgrounds regardless of race, age, gender, ethnicity, religion, sexual orientation, disability status, or nationality.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.