- Manage four Regional Network Managers and align performance standards, tooling, and escalation protocols across regions.
- Manage two Agent Leads and ensure their two-region assignments and workloads are balanced.
- Coach Regional Network Managers in regional leadership and Agent Leads in agent performance and difficult conversations.
- Resolve misalignment between Regional Network Managers and the Agent Leads covering their regions.
- Prioritize competing needs when two Regional Network Managers require the attention of a shared Agent Lead.
- Participate with the Agent Lead and Procurement in every agent deactivation decision.
- Ensure agent deactivation decisions are documented consistently across all four regions.
- Escalate cross-regional issues and decisions requiring senior management judgment.
- Partner with the VP on capacity planning, org design, and strategic initiatives for Network Operations.
- Coordinate with Network Solutions and Network Strategy & Operations on operational handoffs, data, and scorecard methodology.
People Management