Senior Manager Customer & Network Transformation

Lead the MTA team as the organization's go-forward ticketing application, driving adoption, development, and continuous improvement across all supported technology domains. Advance AI-driven initiatives that enhance network reliability, ticketing efficiency, and customer experience while executing the global cross-technology charter for automation development. Manage subordinate managers, teams, and independent contributors, directing work focused on MTA platform evolution and AI capability growth. Perform on-call, email, and face-to-face communication with difficult customers requiring in-depth knowledge of products and services. Serve as the communication conduit between Service Assurance and peer organizations, interfacing with IT counterparts to drive large-scale application initiatives. Establish adherence to budgets, schedules, and objectives while supporting professional development and training requirements for employees.