Dir Business Operations

Description
The Director of Operations provides ongoing account management support to all major telecommunications providers and device manufacturers who have partnered with Yahoo! to provide broadband, mobile, or digital home services. Responsibilities include identification and application of operational models, processes, standards, and best practices; problem solving and issue resolution; change management and compliance; project management; tracking and reporting of key operational metrics; partner communications; and business development support for potential new partnerships. In addition to partner operations, this position will also be responsible for the operations and customer care elements of client products distributed over the Yahoo! network.

Ideal candidate must possess outstanding relationship management, project management, and technical skills relative to the Internet access and content business. Must have experience in building successful relationships, managing expectations, and negotiating outcomes with diverse internal functional groups as well as external partners. Position requires close cooperation with Partner Management, Engineering, Network Operations, and Customer Care across Yahoo! and the partner.

Specific Responsibilities:

1. Account Management
* Support the Directors of Partner Management in providing ongoing account support to all key telecommunications providers.
* Coordinate and manage joint operational initiatives from concept through implementation to achieve key business objectives.
* Establish technical and operational credibility by understanding the partner's business and working across company lines to deliver quality and timely service to end users.
* Partner proactively with appropriate functional teams at Yahoo! and the partner to resolve urgent issues and executive escalations.
* Manage the product launch and training process with partner Customer Care organizations.
* Provide quarterly updates to partner on the status of operational initiatives and performance results (key service metrics such as network and application availability, critical outages / incidents, top call drivers, response/resolution time, etc).
* Manage a team of Customer Care account managers responsible for working closely with partner Customer Care management in ensuring partner and end user satisfaction with the joint service.
* Support the business development team during contract renewals and new partnership discussions. Participate in contract negotiations around operations and customer support requirements.
* Manage all elements of engineering operations, network operations, and customer care for new partner launches.

2. Process Definition, Compliance, and Continuous Improvement
* Lead the development and application of operational standards and best practices for the partnership. This includes operational processes, systems and tools, knowledge management, and performance metrics.
* Monitor, measure, and report on metrics associated with the delivery of services (operations and customer care SLA's). Develop and implement remediation plans to address areas of sub-performance.
* Ensure all documented partner policies and procedures including change management, incident management, and notification / escalation processes are consistently followed by Product, Engineering, Network Operations, and Customer Care teams.
* Facilitate internal Yahoo! and external partner communications to resolve issues with and/or make improvements to existing operational processes.
* Champion sustaining engineering efforts to ensure that software defects are fixed quickly in order to minimize user impact. Ensure that all policies and procedures related to release planning and QA are being adequately followed.
* Strive for continuous improvements in key operational processes in order to achieve cost savings and operating efficiencies.
* Define and deliver on the operating model for smaller distribution partnersh