Senior Analyst Field & Network Operations

About the role

The Sr. Analyst, Field and Network Operations owns the performance reporting for both the field organization and network operations. The role is jointly sponsored by the Chief Operating Officer and the Chief Technology Officer, and covers install execution, vendor performance, technology asset and IT spend, and network reliability. This role puts one measurement standard across both lanes and publishes it on a schedule. Success is measured by install completion and repeat visit rates moving in the right direction, by vendor performance being comparable on a single scorecard, and by network obligations being known in advance rather than claimed against Dobson after the fact.

Dobson spends heavily on contractors and network infrastructure and cannot today say, on one page, which vendor performs best, which market misses most, or which node fails repeatedly. Every repeat truck roll is paid for twice and counted once. Every unreconciled MSA obligation is a bill Dobson finds out about from the carrier. This role makes field and network performance comparable, published, and owned, which is what turns operational spend into something managed rather than something reported after it is gone.

Responsibilities

• Own daily install performance reporting: scheduled, completed, missed, canceled, and rescheduled, with every miss and cancel coded to a reason.
• Cut field performance by vendor and by geographic market so results are comparable rather than anecdotal.
• Attribute repeat visits and truck rolls to the vendor and market that generated them, and quantify what they cost.
• Build and publish the vendor scorecard that compares every contractor on the same measures on a fixed cadence.
• Own technology asset inventory and the IT spend, license, and subscription audit.
• Own NOC performance reporting: outage frequency and duration, mean time to restore, and repeat troubles by node and by market.
• Reconcile commercial and wholesale accounts and outages against MSA terms monthly so obligations to carriers are known before they are claimed.
• Publish the field and network KPI set and the market level dashboard, and hold the definitions behind them.
• Apply the people, process, or tool diagnosis to repeat misses and repeat node failures, name the owner of the fix, and track it to closure.
• Serve as the single reporting intake point for the field and network organizations so departments stop building parallel reporting out of ServiceNow.
• Partner with the COO and CTO organizations on target setting and hold the reporting that measures against those targets.
• Stand up daily install performance reporting with a consistent miss and cancel reason set in use by every market.
• Publish the vendor scorecard and run the first full quarter of contractor comparisons on it.
• Complete a technology asset inventory and a first pass IT license and subscription audit, with the savings identified.
• Establish published NOC reporting covering outage frequency, duration