Director of Financial Operations – Customer Operations

Frontier Communications is moving faster than ever to launch new cutting-edge capabilities, build Gigabit America across our 25-state footprint, and transform our organization, We’re looking for energetic people who are eager to be a part of our incredible transformation journey, our diverse, engaged workforce, and our purpose – to build Gigabit America.

Candidates looking to join our rapidly expanding technology company should be ready to jump right in to help us build on our momentum and success. You would be joining a team that is empowered to reshape our organization and our industry.

As the Director of Financial Operations for our Customer Operations organization, you will be responsible for partnering with leadership to drive transformation and ensure budget and customer experience delivery for our Contact Channels (call center- internal and vendor, chat, and digital self-service channels). This is an important fast-paced position reporting directly to the VP of Financial Planning & Analysis and serving as the finance lead to the EVP of Customer Operations.

Key Responsibilities

• Generate alignment, energy, and accountability in the prioritization and implementation of change initiatives
• Collaborate with the Capacity Planning and Vendor Management Teams to ensure the attainment of financial and customer service objectives and the optimization of resource allocation
• Partner with EVP and Contact Channels leadership team, assess opportunities and pain points related to realizing long-term strategic goals
• Deliver or partner to deliver change management initiatives
• Focus on long-term, systemic and strategic advancements, work with leadership to identify initiatives
• Develop, analyze, understand and communicate key performance indicators with a view to the future
• Lead the modeling and tracking of our critical business initiatives
• Provide proactive thought leadership and challenge others’ thinking
• Prepare and deliver a monthly financial reporting package that includes an insightful analysis of variances and trends in an easy-to-understand format to senior executives to influence decision-making
• Ownership of the forecast and annual budget process
• Build and maintain strong relationships across functions within our Contact Channels Operations and with other organization leaders
• Analytical leader for our call center, using quantitative skills to drive business insights, and meaningful change

Requirements and Qualifications

• 5+ years of Operational or Financial experience in driving change in a Call Center environment
• Bachelor’s Degree in Engineering, Finance or equivalent; MBA a plus
• Call Center resource planning and vendor management experience
• Proven record of leveraging relationships to define shared goals, drive consensus, and rally key stakeholders into action
• Adept at engaging with others, building longstanding relationships, and establishing and leveraging networks in order to drive progress
• Demonstrable experience using data and frameworks to evaluate and prioritize opportunities and assess risks
• Excellent communication and interpersonal skills with the ability to explain analytical findings clearly and succinctly, including the ability to adjust communication style as appropriate for the audience
• Experience in the financial planning/forecasting process and using analytical tools; Adaptive Insights and Power BI a plus
• Critical thinking and demonstrated experience in problem-solving, making decisions influenced by business insights and an aptitude for analyzing trends in data utilizing financial modeling
• Thrive in a fast-paced environment, possess a high level of intellectual curiosity, and focus on generating results
• A strong comfort level with analyzing large datasets and drawing meaningful conclusions/results that add value to the business

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. However, at this time, we are not sponsoring any Visas.

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.