Sr Manager, Control Tower - Contact Center

What's the role? As the Senior Manager, Technical Operations Control Tower, you will lead the Control Tower as the real-time command center for technical repair and installation execution, with authority over intraday decision-making and exception management. This role is responsible for ensuring first-time completion rates by managing customer communications and appointment rescheduling through the Contact Center, while also enabling real-time technician support through the Online Support platform.

How can you add value? Define the operating model for the Control Tower platform, including BPO management, KPIs, performance targets, reporting, and related operational governance. Coordinate with WFM on interaction forecasting and capacity planning to ensure the achievement of dialing campaign objectives, service level targets, customer support requirements, and timely dispatch order management.

Responsible for coordinating and managing the BPOs supporting Control Tower operations, ensuring compliance with operational objectives, service levels, and established quality standards. Lead real-time Control Tower operations for repair and installation execution. Intervene when execution deviates from plan, to protect on-time performance and customer experience.

Serve as the single point of accountability during intraday operational incidents. Ensure coordination, single-customer experience across field execution, customer communications, and technician support. Drive intraday execution, exception management, and recovery actions that directly impact KPI performance. Provide real-time visibility, risk assessment, and corrective recommendations when performance deviates from target.

Enable informed executive decision-making through clear, data-driven operational insights. Coordinate integrated execution across: Scheduling, Order Assurance & Dispatch. Resolve cross-team friction without unnecessary escalations. Ensure a single, cohesive customer experience, eliminating internal silos. Analyze performance trends to identify the root causes preventing service orders from being successfully completed on the first contact.

Define and maintain operational playbooks for critical scenarios related to Control Tower platform operations. Coordinate with the CX Quality team to ensure that quality scorecards comply with company process standards and are aligned with first-time order completion rates. Demonstrate and maintain compliance with the Customer First Philosophy, Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

Other functions may be assigned. What do you need?

Education

Bachelor's Degree is required 6-9 years of experience in operations, preferably within the telecommunications industry in field service, Control Tower, Network Operations Center (NOC), or command center environments. Other qualifications:

• Fully Bilingual (English and Spanish).
• Proven experience leading hands-on operations with real-time decision authority.
• Demonstrated success managing end-to-end technical KPIs
• Decisive leadership under pressure
• Strong operational and cross-functional leadership
• Deep understanding of technical metrics and customer outcomes
• Data-driven executive communication
• Customer-first mindset with a strong focus on revenue protection Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Assessment, background check and drug test will be required to successful candidate. If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency. How can you add value? Define the operating model for the Control Tower platform, including BPO management, KPIs, performance targets, reporting, and related operational governance. Coordinate with WFM on interaction forecasting and capacity planning to ensure the achievement of dialing campaign objectives, service level targets, customer support requirements, and timely dispatch order management. Responsible for coordinating and managing the BPOs supporting Control Tower operations, ensuring compliance with operational objectives, service levels, and established quality standards. Lead real-time Control Tower operations for repair and installation execution. Intervene when execution deviates from plan, to protect on-time performance and customer experience. Serve as the single point of accountability during intraday operational incidents. Ensure coordination, single-customer experience across field execution, customer communications, and technician support. Drive intraday execution, exception management, and recovery actions that directly impact KPI performance. Provide real-time visibility, risk assessment, and corrective recommendations when performance deviates from target. Enable informed executive decision-making through clear, data-driven operational insights. Coordinate integrated execution across: Scheduling, Order Assurance & Dispatch. Resolve cross-team friction without unnecessary escalations. Ensure a single, cohesive customer experience, eliminating internal silos. Analyze performance trends to identify the root causes preventing service orders from being successfully completed on the first contact. Define and maintain operational playbooks for critical scenarios related to Control Tower platform operations. Coordinate with the CX Quality team to ensure that quality scorecards comply with company process standards and are aligned with first-time order completion rates. Demonstrate and maintain compliance with the Customer First Philosophy, Liberty Latin America’s policies and procedures including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned. What do you need?

Education

Bachelor's Degree is required 6-9 years of experience in operations, preferably within the telecommunications industry in field service, Control Tower, Network Operations Center (NOC), or command center environments. Other qualifications:

• Fully Bilingual (English and Spanish).
• Proven experience leading hands-on operations with real-time decision authority.
• Demonstrated success managing end-to-end technical KPIs
• Decisive leadership under pressure
• Strong operational and cross-functional leadership
• Deep understanding of technical metrics and customer outcomes
• Data-driven executive communication
• Customer-first mindset with a strong focus on revenue protection Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Assessment, background check and drug test will be required to successful candidate. If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.