Director, Internet Reliability

JOB SCOPE

As the Director of Internet Reliability at Spectrum, you will lead the strategic direction and operational excellence of our DOCSIS cable modem, Optical Network Unit (ONU), and WiFi router reliability initiatives. Your primary responsibility will be to ensure a seamless and high-performance internet experience for our customers. You will collaborate with cross-functional teams, including Engineering, Operations, Product, Data Science, Field Operations, and Customer Operations, to develop and implement robust reliability metrics and standards. This role demands a proactive approach to troubleshooting and resolving customer-impacting issues, driving continuous improvement, and enhancing system performance. You will also be responsible for analyzing performance data, identifying trends, and recommending solutions to enhance overall service reliability. The ideal candidate will possess a deep understanding of broadband technologies, demonstrated practical application of data analysis, exceptional leadership skills, and deep empathy for customer satisfaction. Your expertise will help shape the future of internet reliability at Spectrum, ensuring that we consistently exceed customer expectations.

DUTIES AND RESPONSIBILITIES

• Strategic Oversight: develop and execute a comprehensive strategy for the reliability of DOCSIS cable modems, ONUs, and WiFi routers.
• Performance Monitoring: implement and maintain advanced monitoring systems to track network performance, reliability metrics, and service quality.
• Cross-Functional Collaboration: work closely with engineering, operations, and customer support teams to ensure alignment on reliability goals and initiatives.
• Issue Resolution: lead troubleshooting efforts for network outages or performance issues, coordinating rapid response and resolution strategies.
• Data Analysis: analyze performance data to identify trends, root causes of issues, and opportunities for improvement in network reliability.
• Continuous Improvement: drive initiatives to enhance system performance, reduce downtime, and improve customer satisfaction through innovative solutions.
• Standards Development: establish and enforce reliability standards and best practices for
• DOCSIS, ONU, and WiFi technologies across the organization.
• Stakeholder Communication: prepare and present regular reports to senior leadership on network reliability performance, challenges, and progress toward goals.
• Training and Development: mentor and develop team members to build expertise in network reliability practices and foster a culture of continuous improvement.
• Vendor Management: collaborate with external vendors and partners to ensure the reliability of hardware and software components critical to network performance.
• Regulatory Compliance: ensure all reliability initiatives comply with industry regulations and standards, maintaining a commitment to quality and safety.

BASIC / MINIMUM QUALIFICATIONS

• Master's degree in Computer Science, Information Technology, Telecommunications, or a related field; or equivalent work experience
• Minimum ten (10) years of experience in Engineering experience and/or network operations
• Minimum seven (7) years of Management experience
• Minimum two (2) years of Project management experience

REQUIRED JOB QUALIFICATIONS

• Ability to read, write, speak, and understand English.
• Proven experience in a leadership role, demonstrating the ability to manage cross-functional teams and drive strategic initiatives.
• In-depth knowledge of DOCSIS standards, optical networking technologies, and WiFi protocols; familiarity with network architecture and design.
• Strong analytical and problem-solving abilities, with experience in data analysis and performance optimization.
• Demonstrated experience in managing large-scale projects, with a focus on reliability improvement and system performance.
• Excellent verbal and written communication skills, with the ability to present complex technical concepts to non-technical stakeholders.
• Strong commitment to customer satisfaction and service excellence, with a track record of improving customer experiences.
• Familiarity with industry regulations and compliance standards relevant to telecommunications and network reliability.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing technologies and market conditions.

PREFERRED QUALIFICATIONS

• Advanced knowledge of Spectrum products and services
• Relevant industry certifications (e.g., CCNP, CCIE, Certified Broadband Network Specialist)
• Cybersecurity education or practical experience
• Industry and vendor specific certifications and training (NCTI, SCTE, BCT/E)
• Project Management certifications (PMP, CSM, CIPM)
• Cybersecurity certifications (CEH, CISSP, SSCP)
• Prior work experience at a cable MSO or Internet Service Provider

WORKING CONDITIONS

• Office environment
• Standard business hours
• Travel as required