Kyle Roper Email & Phone Number

Work with Senior Regional Manager in the development of delivery processes and metrics, quality programs, and delivery solution strategies to expand and scale the services organization. Lead Professional Service continuous improvement efforts and serve as the single point of contact between Calix and vendors to resolve issues arising during the construction, installation, and maintenance phases. Provide oversight and manage 3rd-party relationships. Established and refined service delivery… Show more Work with Senior Regional Manager in the development of delivery processes and metrics, quality programs, and delivery solution strategies to expand and scale the services organization. Lead Professional Service continuous improvement efforts and serve as the single point of contact between Calix and vendors to resolve issues arising during the construction, installation, and maintenance phases. Provide oversight and manage 3rd-party relationships. Established and refined service delivery model to institute uniform processes and procedures and ensure a high level of quality and customer satisfaction.  Coordinated the delivery of professional services to key customers. Optimized existing and new service delivery to ensure financial objectives were met and exceeded. Participated in developing strategies and responses to RFx requests.  Identified and recommended product, service, and process improvements/innovations. Developed plans with cross functional teams for implementation. Drove cost reduction initiatives while maintaining a positive customer experience. Assisted in the creation of tools and processes to increase efficiencies and profitability: Co-authored Construction/Installation Playbooks and job specifications that gave clear direction to the field teams and reduced rework/return trips by 20%. Introduced first technology-specific Quality Audit Apps via GoCanvas, which allowed team to conduct quality audits remotely while field techs were still on site. This eliminated cost of deploying additional staff into the field and return trips. Estimated Savings: 20%. Translated technical and business requirements to identify and evaluate vendors. Developed and implemented sourcing strategy for labor and materials to meet Professional Service financial goals. Conducted inspection and quality assessment of vendors’ work process and finished product of completed OSP and ISP construction projects, and/or installation of equipment.  Created 3PV scorecard. Show less

Managed nationwide Installation activities for all non-AT&T accounts, including Century Link, Verizon Wireless, and T-Mobile, as well as new and emerging accounts in order to help those customers establish their footprints at a local, regional, and national level.  Oversaw site survey and installation activities, cut over support, resource availability (manpower, tools, etc.), quality, and on-time performance.  Worked with Quality & Safety group to ensure employee training included… Show more Managed nationwide Installation activities for all non-AT&T accounts, including Century Link, Verizon Wireless, and T-Mobile, as well as new and emerging accounts in order to help those customers establish their footprints at a local, regional, and national level.  Oversaw site survey and installation activities, cut over support, resource availability (manpower, tools, etc.), quality, and on-time performance.  Worked with Quality & Safety group to ensure employee training included accounts outside of the AT&T account so all customer standards and guidelines were learned and followed.  Ensured profitability forecasts were correct, obtainable, and met. Supported Eng/PM and Sales to expand service offerings and grow footprint across the country. Show less

Managed Engineering and Project Management workforce. Oversaw PM team to ensure timely and correct communication throughout the project lifecycle. Managed Eng/PM costs and pricing to meet profit objectives. Provided comprehensive and accurate documentation as applicable per customer requirements. Ensured on-time and quality performance of installation documentation and central office reports created by Engineering.  Managed and forecasted Eng/PM resources for Detail/App’s engineering… Show more Managed Engineering and Project Management workforce. Oversaw PM team to ensure timely and correct communication throughout the project lifecycle. Managed Eng/PM costs and pricing to meet profit objectives. Provided comprehensive and accurate documentation as applicable per customer requirements. Ensured on-time and quality performance of installation documentation and central office reports created by Engineering.  Managed and forecasted Eng/PM resources for Detail/App’s engineering and drafting, and PM requirements.  Ensured customer performance expectations were maintained and resolved customer issues. Provided sales assistance by developing new EF&I customers. Produced sales support documentation and engineering performance reports.  In addition to the 5 US-based PMs and 15 Engineers, routinely traveled to India to work with 4 PMs and 12 Engineers located there. Trained, reviewed, and worked w/India team on an ongoing basis. Show less

Performed both Detail and Applications Engineering for various customers. Worked on problems of diverse scope from small cabling jobs to full site builds.  Exercised judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.  Served as Service Application Engineer Subject Matter Expert.  Oversaw and trained junior engineers on routine methods and procedures.

Acted as functional support for all of global Installation labor force. Scope included restructuring of quality initiatives throughout installation ranks and re-evaluation of entire installation work force.  Assisted Human Resources in re-authoring installation job descriptions at all levels. Initiated and implemented pre-employment guidelines. Contributed content to installation training documentation at all levels. Introduced estimating tools that took into account both time-saving… Show more Acted as functional support for all of global Installation labor force. Scope included restructuring of quality initiatives throughout installation ranks and re-evaluation of entire installation work force.  Assisted Human Resources in re-authoring installation job descriptions at all levels. Initiated and implemented pre-employment guidelines. Contributed content to installation training documentation at all levels. Introduced estimating tools that took into account both time-saving measures and quality improvement. Cost savings neared $250K p/yr as team more accurately identified the scope of work (SOW) being performed and reduced the number of quality defects through consistent and more timely auditing methods (reduced return trips to correct). Show less

Developed installation for regional and area managers and supervisors to lead the installation organization. Oversaw employee management, development, and coaching. Evaluated capabilities of existing managers and supervisors. Created individual development plans to provide the training and experience necessary to create a world-class installation organization.  Created annual Installation tactical plan, monitored expense budgets, and delivered revenue plan to meet gross margin… Show more Developed installation for regional and area managers and supervisors to lead the installation organization. Oversaw employee management, development, and coaching. Evaluated capabilities of existing managers and supervisors. Created individual development plans to provide the training and experience necessary to create a world-class installation organization.  Created annual Installation tactical plan, monitored expense budgets, and delivered revenue plan to meet gross margin requirements.  Provided sales support for new account penetration and new program development in existing accounts. Built manager-level relationships with customers within the region to expand business. Served as Installation representative on systems integration special projects. Show less

Expanded hiring and training of installation work force throughout the region to meet business demands. Managed field activities across 5 states, including the management and development of installation supervisors and installers.  Coordinated site survey activities and served as the customer point of contact for all installation activities and issues.  Monitored and maintained profit and quality objectives.  Focused on quality, on-time performance, and profitability for all… Show more Expanded hiring and training of installation work force throughout the region to meet business demands. Managed field activities across 5 states, including the management and development of installation supervisors and installers.  Coordinated site survey activities and served as the customer point of contact for all installation activities and issues.  Monitored and maintained profit and quality objectives.  Focused on quality, on-time performance, and profitability for all projects in the area.  Forecasted workforce requirements and established development plans for installation as necessary to meet regional demand.  Provided sales support to help expand the customer base and service offerings in the area. Delivered customer presentations and communicated new capabilities and service opportunities to the appropriate account managers. Show less