Director, Field Operations

Who are We?

Intersection is an experience-driven Out of Home media and technology company that delivers programming, consumer amenities, and advertising to cities. From free internet access to way-finding and real-time information, our products make city life easier and more sustainable. We further enrich cities with experiential programming that inspires and engages people throughout their day. With valuable, diverse audiences in America’s top cities, we provide innovative, data-driven solutions for brands to reach urbanites at scale. 

Intersection is the managing partner of CityBridge, which owns the franchise contract with NYC for the LinkNYC project. This “smart” city kiosk provides various services that include WiFi, access to emergency services, city messaging and advertising. Through the LinkNYC network, we provide free equitable access to connectivity, information, and telecommunications services, enriching the lives of everyone in New York City’s five boroughs. These free services are funded through the sale of advertising and commercial wireless services, and we’re expanding LinkNYC to be the leading digital Out of Home media platform and 5G infrastructure provider in New York City. Intersection is searching for a Director of Field Ops to lead the team that supports the repair and maintenance of the LinkNYC Kiosks and Link5G poles in NYC.

What is the role?

Manage the LinkNYC Field Operations Center, providing critical operational support for LinkNYC, based out of Long Island City. Provide oversight and accountability for local repair and technical operations, regular maintenance activities and required inspections of functionality. Provide leadership and supervision for the Field Operations team which includes both Union & Non-union employees on day and night shifts. Field Operations responsibilities include Link cleaning & inspections, Link maintenance, and Link repairs. Technical repair operations responsibilities include performing issue triage and resolution which may include component replacement. Role also will be responsible for review and recommendations of process improvements for Operations with a focus on enhancing quality control and assurance. Additionally, responsible for reviewing and monitoring daily staff scheduling and work assignments to ensure proper coverage and operational efficiencies.  The Director of Field Ops will monitor and track the vehicle fleet to ensure proper operation and service schedules, as well as develop and implement training programs to improve employee performance and efficiency.

Within your first month, you will:

• Familiarize yourself with the key responsibilities of the day & night shift crews
• Develop understanding of key field operational processes and risk components
• Shadow crews and supervisors to gain a clear understanding of their work responsibilities
• Review the tools utilized to monitor and manage the field crew activities which includes the following:
• Sitetracker
• Zendesk
• Vehicle Management and tracking
• Union Contract

Within your first two months, you will:

• Develop a template for providing periodic updates for field activities to management and executive team
• Review runbooks and process flows for repair and technical operations to identify opportunities to improve efficiencies
• Review current procedures to ensure they meet the departmental objectives and safety standards
• Identify key SLA and KPI reporting to measure field activity performance
• Establish safety protocols and implement follow up training to ensure clarity of safety requirements, including the monitoring of adherence
• Implement periodic staff meetings to share important company and departmental information

Within your first three months, you will:

• Perform the mandatory union reporting for employee incidents
• Implement monthly quality assurance reporting for field repair and maintenance activities

In your first year, you will:

• Provide quarterly and annual performance reports for all staff and supervisors
• Identify opportunities to improve operational efficiencies in coordination with dispatch, fleet management and process engineering
• Identify and execute key initiatives for enhancing quality control and quality assurance
• Identify employee training requirements for the teams

You're great for this role because:

• You are organized, resourceful and a creative problem solver
• You have experience in delivering large scale assignments timely and accurately
• You are a self-starter with the ability to work well with others and build relationships.
• You have knowledge of the NYC geographical area
• You demonstrate strong leadership and communication skills to manage dynamic team supporting field activities
• You can manage prioritization and staffing levels to support diverse field activities which supports key maintenance and repair activities

At Intersection we celebrate every voice that makes us unique and every perspective that makes us grow. It’s our shared responsibility to create an equitable environment where every employee contributes to the culture of the company. Our products and offerings impact cities across the world and it’s our goal to represent the diversity and differences that make cities special. We will be relentless in that pursuit, because together we are better. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status.