Director of 911 Network OperationsSalary 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! #BuildGigabitAmericaAbout UsFrontier 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. Visitwww.frontier.com.About The RoleThis 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.ResponsibilitiesOwn the 911 Operating Procedures and associated Compliance ManualDevelop, implement, and improve upon processes in the evolving 911 environmentResponsible 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 ordersHandle higher-level escalations for 911 customers and network service troubles/outages 24 hours a dayOwn Training program and Ensure employees complete all training related to 911 servicesAccountable for Network continuity to make sure 911 essential functions operate without interruption during and after disruptive eventsDirect monitoring, coordination, and escalation of any 911 service impacting outages and associated restoration activitiesLiable for Service continuity and expeditious restoration of services during planned maintenance and repairsCommunicate with other departments as required to improve the coordination between these departments as well as the overall quality of service experience for our customersAnalyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as requiredHighlight and escalate single points of failure encountered to network events and routing auditingRepresents National Network Architecture and Engineering in the evolution of NG911 service creation, network deployments, 3rdparty partner selections, and operational best practicesReview of trouble tickets, maintenance schedule, and major service interruptionsRequired QualificationsMust be able to work in a fast-paced high-pressure environmentMust be available 24x7x365 and prepared to handle escalations at any timeMust be able to work extended hoursMust be able to manage multiple projectsSome travel is requiredSkillsMust have a solid understanding of 911 networks and NG911 technologiesMust have a solid understanding of TDM, Data and Ethernet technology, and associated equipmentMust have a solid understanding or working knowledge of 911 call routing and terminationExperience with managing large projectsEducation/ExperienceFive to ten years of previous leadership or management experience in Telecommunications Network Engineering or Operations, Public Safety Answering Point (PSAP), or 911 Service ProviderHigher education requiredPrevious 911 service managementWorking knowledge of Local, State, or Federal 911 Regulatory RulesWhere you'll be workingIn 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, TXFrontier 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.
