81 jobs in GCI Communication Corp

GCI's Director, Outside Plant (OSP)

GCI's Dir, Outside Plant (OSP) will lead all aspects of the organization’s Outside Plant (OSP), maintenance, and operational functions, ensuring the OSP network remains reliable, scalable, and high performing. Drive organizational effectiveness, long term strategic planning, and disciplined budget management, providing strong, accountable leadership and ensuring all OSP initiatives align with corporate goals and industry best practices. Set the tone for continuous improvement by establishing measurable standards and fostering a culture of ownership and operational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS

• Fully own the mission, goals, operations, and results of the team and areas of responsibility.

• Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:

• Establishing the vision and tone for the department, consistent with company culture and mission.

• Establishing clear, measurable, and achievable goals and performance expectations that align with organizational objectives and following up appropriately.

• Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.

• Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI’s interests and demoralize other employees.

• Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.

Leadership & Team Development

• Provide clear, accountable leadership to OSP and support teams.

• Build a high‑performance culture focused on safety, quality, and operational excellence.

• Develop talent through coaching, succession planning, and professional development.

• Foster collaboration across peer groups.

• Model and reinforce GCI’s culture by demonstrating ownership, transparency, and a commitment to developing high‑performing, engaged teams.

Organizational Effectiveness

• Design, optimize & scale organizational structures, workflows, and processes to improve efficiency and service delivery.

• Establish & Implement performance metrics, KPIs, and reporting mechanisms to track operational health and project progress.

• Drive continuous improvement initiatives that reduce cycle times, improve quality, and enhance customer experience.

• Ensure compliance with regulatory, environmental, and safety standards.

• Coordinate crisis response & operational readiness efforts in support incident management.

• Accountability for performance of the HFC and long‑haul fiber networks network.

Strategic Initiatives & Planning

• Support long‑range OSP network planning, including fiber expansion, capacity upgrades, and modernization initiatives.

• Partner with leadership to align OSP strategy with corporate growth objectives.

• Translate strategic initiatives into executable project plans with clear milestones and deliverables.

Budget Management

• Own the OSP operating budgets, maintain rigorous forecasting discipline through monthly budget reviews, variance analysis, and proactive course‑correction.

• Evaluate vendor proposals and manage external partners to ensure cost‑effective operations and maintenance.

• Identify opportunities for cost optimization without compromising quality or reliability.

• Ensuring all spending aligns with strategic priorities, operational needs, and long‑term financial plans.

COMPETENCIES

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

• Demonstrated ability to provide effective cross functional influence and collaboration across Engineering, Operations, Finance, and Regulatory and Legal teams.

• Demonstrated ability to influence and advise with sound judgment and strategic thinking, building trust and driving alignment toward shared goals.

• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

• Excellent communication with the ability to accurately articulate information to internal and external audiences, handle inquiries and complaints, and communicate effectively at all levels of the company.

• Skilled at providing clear, impactful communication and technical presentations that align stakeholders and drives accountability.

• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

• Proven capability leading multi-disciplinary teams, Construction Managers, and Field Technicians.

• Proven ability to translate business objectives into scalable infrastructure solutions.

• Proven data driven decision making using performance metrics, insights, and frontline feedback.

• Expert knowledge of OSP design, construction, and maintenance for fiber optic networks, copper/coaxial infrastructure, and aerial, underground, undersea, and buried plant.

• Advanced competency in overseeing large-scale OSP construction projects and managing contractor performance, schedules, and quality.

• Demonstrated skill managing multi-million-dollar capital and operating budgets.

• Demonstrated skill managing external vendors and contractors, including RFP development and bid evaluation, contract negotiation, and SLA and KPI enforcement.

• Demonstrated skill working with municipalities and utilities, property owners, regulatory agencies, and joint-use partners.

• Strong understanding of splicing, testing, and acceptance standards.

• Familiarity with make-ready processes, joint-use coordination, and right-of-way access.

• Working knowledge of applicable local, state, and federal regulations, including pole attachment requirements, environmental and permitting rules, and DOT and municipal standards.

• Knowledge of GIS-based network records, mapping systems, and asset management tools.

• Knowledge of long-range network planning, capacity forecasting, and expansion strategies.

• Ability to build business cases, ROI analysis, and cost-control strategies.

• Ability to review and approve engineering drawings, prints, and as-builts.

• CHANGE MANAGEMENT: champions and supports department and company change.

• Demonstrated ability to act as a catalyst for transformation, driving adoption of new processes, technologies, and ways of working.

• Demonstrated ability to navigate ambiguity, secure buy‑in, and lead teams through change with confidence and resilience.

• DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.

• PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.

• MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.

• Ability to build high performing teams through coaching, feedback, and capability enablement.

• Ability to develop leaders, instill analytical rigor, and strengthen functional excellence across the organization.

• PERFORMANCE MANAGEMENT: sets clear performance expectations for team.

• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

• Commitment to OSHA safety standards and company safety programs.

• Ability to identify and mitigate construction, environmental, and operational risks.

• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

Minimum Qualifications

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor’s degree in Engineering, Construction Management, Network Engineering, or related field. *
• Minimum of twelve (12) years of progressive experience in outside plant engineering, construction, and/or network infrastructure in a telecommunications, broadband, fiber, cable, or utility environment, to include: *
• At least five (5) years of experience overseeing large-scale OSP programs.
• At least five (5) years of experience delivering complex, capital-intensive infrastructure projects from design through deployment.
• At least five (5) years of supervisor/manager experience leading cross-functional teams.

Preferred

• Master’s degree in relevant field.
• Professional certifications, such as Professional Engineer (PE), PMP (Project Management Professional), Certified Fiber Optic Technician (CFOT), or other equivalent industry credentials.

DRIVING REQUIREMENTS

• This position requires driving a company-owned vehicle, company provided vehicle, or a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS

• Work may occur in office, remotely, or at client sites depending on business needs.
• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.
• The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection

At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO

GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

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*Candidates must reside within 50 miles of Anchorage, Alaska
GCI's Cloud Network Engineer III will be responsible for the Cloud Network Engineer function of supporting Data Center, Campus LAN, Internet Edge, and Branch Office networks. Works collaboratively with other Cloud Network Engineers, Cloud Systems Engineers, and DevOps Engineers throughout the company to develop, deploy and maintain Hybrid Cloud and SDDC platforms. Achieves improved deployment frequency for faster time to market, shortened lead time between fixes, and quicker recovery time in the event of a new release failure. Engineering and deployment of physical and virtual networks using Continuous Delivery methodologies, built to scale with efficient repeatability and effective reliability.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
+ Design and implementation of network and/or system facilities utilizing standard engineering concepts of availability, efficiency, redundancy, scalability, and security.
+ Development of new solutions and continuous improvements of the current network and systems facilities ensuring the integrity of high availability data centers and campus Lan network infrastructure.
+ Perform audits, forecasts, and manage capacity of IP addressing, bandwidth forecasting, hardware, software licensing, and hosted devices.
+ Provide detailed reports on network operational status and milestones related to project completion.
+ Support and manage escalation events.
+ Automate and streamline operations and processes to rapidly release reliable network infrastructure faster and more frequently.
+ Configure firewalls, load balancers, routers, and switches, in support of network operations and projects.
+ Reviews modules for quality assurance.
+ Remote site support for off-site personnel and customers.
+ Maximize performance using network monitoring tools, troubleshooting network and system outages, scheduling updates, and collaborating with architects on optimization.
+ Build and maintain tools for deployment and testing in stable and scalable production environments.
+ Maintain professional skillset by participating in educational opportunities, technical organizations, reading professional publications, and personal use of technology.
+ Coordinate with project management and engineering teams on a regular basis.
+ Develop and update documentation and support materials.
+ Mentor junior engineers and technicians.
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ Ability to work as a project team member.
+ Ability to provide training to team members on technology.
+ Ability to work independently and professionally within a team environment.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ Strong verbal and written communication skills.
+ Active listening skills with the ability to work effectively with technical and non-technical staff to resolve issues.
+ Build and maintain effective working relationships with leadership, peers, and customers.
+ Work proactively to resolve problem relationships.
+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ Adheres to standards and procedures.
+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ Demonstrated knowledge of IP address nomenclature, protocols, and routing.
+ Knowledge of standard cloud network engineering concepts including software defined networking (SDN) and virtualized network functions (VNFs).
+ Knowledge of physical and virtual firewalls, routers, switches, network applications and related technologies.
+ Experienced in diagnosis of Layer-2 and Layer-3 data network problems.
+ Strong automation skill with a variety of tools and scripting languages.
+ Ability to develop/build IT solutions to meet business requirements.
+ Ability to install and configure solutions.
+ Strong knowledge of agile methodology and continuous integration and delivery.
+ Ability to create and edit network drawings.
+ Ability to administer 24/7 server environments.
+ Documentation, organization, and time management skills.
+ Take initiative to improve processes, procedures, skills, and technical knowledge.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
Additional Job Requirements:
This is a senior level engineering position requiring the ability to perform highly complex and diverse duties under deadlines and operating constraints. Design, plan, analyze, and implement cloud networks in the Software Defined Data Center and across multi-cloud environments delivering services across multiple company business departments. Must be able to make independent engineering decisions and provide technical direction for resolution. Responsible for review and providing final engineering design specifications and service requirements. Receives clear direction on assignment objectives, complex features, and possible solutions, seeking supervisory assistance on unusual problems. Capable of performing project engineer role on large projects with the ability to mentor, coordinate, direct, assist, and provide technical direction to junior engineers and technicians. Expert knowledge of internal and external cloud networking in addition to delivery of campus Lan services across multiple locations in a geographic area. Comprehensive understanding of standard engineering concepts such as high availability, redundancy, reliability and testing, security, and standards. Superior time management skills to manage multiple complex projects smoothly and professionally on time and on budget. Demonstrated ability to integrate solutions with other applications and platforms outside the network.
Essential Duties:
+ Define, design, implement, and direct the implementation of data center, wide and local area network facilities utilizing standard network engineering principles and concepts of routing, efficiency, redundancy, availability, security, and scalability.
+ Plan and implement new systems.
+ Design, build, deploy, and use automation to reduce or eliminate manual work across the network team and tools.
+ Define KPIs for operational management.
+ Provide and update operational documentation, training, and network drawings.
+ Support and manage escalations to resolution.
+ Work with management and engineering staff to determine future network architecture and planning requirements and assure that needs are met by proposed future designs and long-term plans.
+ Project coordination to include facilitating customer sales via technical support and engineering efforts.
+ Mentor, lead, and support junior engineers and technicians.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
+ High School diploma or equivalent.
+ Bachelor's degree in computer science, computer technologies, network engineering, or related field. *
+ Minimum of six (6) years of experience in any combination of: *
+ Progressive experience in cloud networking.
+ Cloud network design and implementation using Engineering Principles.
+ Working with complex network management, including technology insertion.
+ Thorough knowledge and work experience in network design and configuration utilizing Cisco's Service provider product lines.
+ High-level knowledge of network virtualization, particularly using VMWare.
+ Expertise in multiple technical environments that span a broad range of applications.
Preferred:
+ Associate or professional levels certifications: Cisco, F5, Aruba, Palo Alto and VMWare.
+ Telecommunications experience.
+ Other telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Work is primarily sedentary, requiring daily routine computer usage.
+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

*Candidates must work Alaska time zone business hours
GCI's 911 Compliance Analyst will be meaningful part of GCI's overall strategy. This role will champion compliance within the CTO Operations Service Assurance group. Develop and Enforce policies, and processes to ensure successful routing of 911 and emergency calls within the company's network and to Public Safety Answering Points (PSAPs). Implement and Enforce policy, monitoring, reporting, and issue resolution. Position will be the primary point of contact for all departments, organizations and authorities dealing with telecom emergency & restoration services. Ensure that all services, processes, and systems comply with enterprise policies and legal requirements.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
911 Reporting/PSAP's
+ Develop and Enforce policies, processes, and procedures to ensure successful routing of 911 and emergency calls within the company's network and to Public Safety Answering Points (PSAPs).
+ Work with Service Management Center to Identify, track and report FCC, 911 Issues &. Communicate outage information internally and to relevant 911 agencies. Generate and distribute weekly reports to Senior Leadership on Project Pipeline, Issues, and Improvements. Collaborate with cross functional teams to update documentation needed to Identify, Respond, and Restore 911 Service Delivery.
+ Be the primary contact with PSAPs, the State Troopers and any other local and state agencies handling 911, Quarterly or Bi-Annual Audits. Coordinate request with 3rd party E911 service vendors. Be the liaison with 911 industry organizations including National Emergency Number Association (NENA), and Association of Public Safety Communications Officials International (APCO).
Service Assurance & Compliance
+ Maintain 911 Wireless Outage Calculator quarterly mandate from the FCC
+ Collaborate through technical, business, operational, and legal/ compliance questions as a subject matter expert for E911. Ensure E911 projects are completed per FCC & Regulatory time frames.
+ Support the TAC Compliance Filings i.e., NORS, PSAP, RCA & NOTAMs
+ Complete Engineering request forms for 911 Route change requests, mgmt. with Traffic Engineering group.
+ Manage 911 SharePoint/Cherwell updates when needed
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalents.
+ Demonstrated ability to access the FCC database and open and close tickets
+ Demonstrated ability to analyze complex challenging problems and situations leading to optimal solutions.
+ Excellent verbal and written communication required. Must be able to articulate information in presentation format in front of internal and external customers.
+ Must be able to perform in high stressful situations and deal with all levels of customer management.
+ Must be able to deal with conflict in a professional and courteous manner.
+ Position may require some travel.
Technical:
+ A high-level understanding of wireline, wireless, and broadband networks, within a telecommunication industry preferred.
+ Knowledgeable of federal, state, and local statutes governing the aggregation and delivery of 911 traffic to Public Safety Answering Points or the ability to gain such knowledge at an aggressive rate.
+ Demonstrated knowledge maintaining organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing organizational strategies.
+ Requires excellent professional and technical management knowledge and remain current in the industry by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices and participating in professional societies.
+ Demonstrated understanding and experience with strategic planning, financial development, and management planning.
+ Professional training in switched/packet voice networks, with a broad range of experience in telecommunications, and the ability to guide others in the selection of new 911 technologies.
Additional Job Requirements:
Ensure the company's voice and wireless services consistently meet 911 requirements. Maintains audit-ready controls, monitors routing and location accuracy, executes testing, and supports incident response so customers reach the right PSAPwith correct location information.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
+ High School diploma or equivalent.
+ Bachelor's Degree in Telecommunications, Engineering, Business Administration, or relevant field.
+ Minimum of two years' experience with public, private telecom networks or related field. *
Preferred:
+ Experience with 911 technologies and/or PSAPs.
+ Telecommunications experience.
+ Other relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Work is primarily sedentary, requiring daily routine computer usage.
+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Virtual workers must comply with remote work policies and agreements.
Travel & Regulatory Requirements:
Employees are required to have compliant identification when traveling and/or access to regulated facilities. Employees must obtain and maintain the appropriate identification and, when required, successfully participate in and maintain eligibility through applicable background checks in accordance with contractual and federal requirements within ninety (90) days of hire, or within ninety (90) days of any applicable regulatory changes.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

GCI's Lead Business Analyst serves as a partner to leadership and business stakeholders by analyzing and synthesizing business needs, industry trends, processes, and systems to identify opportunities for improvement. Offer data-driven insights into actionable recommendations to improve efficiency, effectiveness, and support business strategy, growth, and decision-making.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Focus Areas - may be assigned to any of the following: (see addendum for additional requirements)
+ Consumer
+ Marketing & Acquisition
+ Inventory
+ Customer Experience & Retention
+ Purchase Orders & Invoicing
Business Insights & Analysis
+ Partner with leadership & stakeholders to gather, validate, and analyze data to support decision making, meet financial goals, and document business requirements.
+ Evaluate current processes, workflows, and systems to identify gaps and improvement opportunities.
+ Perform root cause analysis to identify performance issues, risks, or gaps.
+ Translate business needs into functional or technical requirements.
+ Synthesize data into clear summaries and insight decks, delivering actionable recommendations.
+ Collaborate cross‑functionally and facilitate stakeholder meetings, workshops, and requirements review sessions.
+ Ensure solutions align with defined business objectives, policies, regulatory, and compliance requirements.
+ Ensure requirements are traceable, accurate, auditable, and approved by stakeholders.
Additional Senior & Lead Level Expectations:
+ Lead comprehensive evaluations of enterprise processes, workflows, and systems to identify gaps, inefficiencies, and improvement opportunities.
+ Conduct advanced root cause and impact analyses to proactively identify performance issues, risks, or gaps, recommending scalable, sustainable solutions.
+ Synthesize complex qualitative and quantitative data into executive‑ready insights, narratives, and decision materials, delivering clear recommendations with measurable business outcomes.
+ Drive cross‑functional collaboration by facilitating high‑impact stakeholder meetings, workshops, and governance forums to align priorities, resolve conflicts, and accelerate delivery.
+ Define analysis standards, methodologies, and best practices across projects.
Performance Measurement & Reporting
+ Translate data into visibility and actionable insights through structured reporting and analytics.
+ Develop and maintain reports, dashboards, and ad hoc analyses to track performance, trends, and variances, ensuring accuracy and consistency.
+ Define and maintain standard metrics, assumptions, and documentation to ensure consistency and data quality.
+ Identify data gaps, quality issues, or reporting limitations and recommend sustainable improvements.
+ Assess solution effectiveness, monitor outcomes and KPI's, and recommend corrective actions.
+ Identify and escalate insights or processes that do not meet standards.
Additional Senior & Lead Level Expectations:
+ Transform complex data into executive‑level visibility and actionable insights through strategic analytics, structured reporting, and compelling data narratives.
+ Own the design, development, and governance of enterprise reports, dashboards, and ad hoc analyses to track performance, trends, risks, and variances, ensuring accuracy and consistency.
+ Apply judgment to surface, escalate, and influence resolution of insights, trends, or processes that fall short of established standards or business expectations.
Change Enablement & Continuous Improvement
+ Partner cross functionally to improve systems, processes, data quality, workflow efficiency, and operational effectiveness.
+ Identify intervention points and opportunity areas to improve outcomes and efficiency, defining success metrics and performance indicators to measure business outcomes.
+ Support system implementations, enhancements, or policy changes.
+ Champion process refinement initiatives, including standardization, automation, and simplification.
+ Drive adoption of new tools, processes, and ways of working by adapting to change and enabling stakeholders.
Additional Senior & Lead Level Expectations:
+ Lead cross‑functional partnerships to drive enterprise improvements in systems, processes, data integrity, workflow efficiency, and overall operational effectiveness.
+ Provide strategic guidance and subject‑matter expertise for system implementations, enhancements, and policy changes, ensuring alignment with business objectives and readiness for adoption.
+ Drive organizational change and adoption of new tools, processes, and ways of working by coaching stakeholders, influencing behaviors, and enabling successful change management.
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ Ability to influence stakeholders by building trust, fostering collaboration, and driving alignment toward shared goals.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ Ability to create concise and impactful reports, dashboards, and presentationsto evaluate performance and communicate key trends.
+ Ability to clearly explain analytical findings to cross‑functional partners.
+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ Demonstrates high attention to detail, strong execution, and ownership of deliverables.
+ Demonstrates a strong orientation toward continuous improvement and optimization.
+ Strong problem-solving and critical thinking skills with the ability to use sound, logical judgment to choose an appropriate course of action.
+ Ability to analyze complex problems and situations leading to relevant insights and optimal solutions.
+ Ability to translate data into clear insights, narratives, and decision‑ready recommendations.
+ Skilled at focusing on outcomes and value creation versus only reporting historical performance.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
+ Proficiency in reporting and dashboarding tools (e.g., Excel, SQL, BI).
+ Ability to leverage automation and AI tools to improve efficiency, accuracy, and depth of insight.
Additional Job Requirements:
This is an advanced level position within the discipline functioning in a lead role as a subject matter expert (SME). Demonstrates advanced knowledge and proficiency in all areas of responsibility. Performs highly complex and unique tasks and job duties, receiving minimal to no instruction on routine work and new assignments. Works under minimal supervision with wide latitude for independent judgment. Provides mentorship and functional leadership to junior staff.
+ Drive end-to-end outcomes, holding accountability beyond deliverables to ensure measurable business impact.
+ Synthesize complex data and insights to inform and influence decision-making and drive business performance, and continuous improvement.
+ Own measurement methodology, diagnostics, and performance reporting.
+ Monitor, evaluate, and communicate actionable strategies that drive impact and performance outcomes to stakeholders
Additional Competencies:
+ Expert-level ability to synthesize multiple data sources into cohesive, strategic insights.
+ Demonstrated ability to define complex data requirements and analytical frameworks aligned to business strategy.
+ Demonstrated advanced ability to leverage automation and AI tools to improve efficiency, accuracy, and depth of insight.
+ Strong analytical judgment to assess risks, tradeoffs, and implications.
+ Expert-level knowledge of reporting and dashboarding tools (e.g., Excel, SQL, BI).
+ Expert-level knowledge of competitive landscapes, white space opportunities, and demand signals.
+ Ability to take ownership over outcomes, not just deliverables.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
+ High School diploma or equivalent.
+ Bachelor's degree in Business, Finance, Analytics, Marketing, or relevant field. *
+ Minimum of ten (10) years of progressive experience in business analytics, business intelligence, strategic planning, or related background, to include: *
+ At least four (4) years of experience utilizing reporting and dashboarding tools (e.g., Excel, SQL, BI, or equivalent).
+ At least four (4) years of end-to-end ownership of analyses and recommendations, translating data into strategic guidance for senior leaders/decision-makers.
Preferred:
+ Telecommunications experience.
+ Relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Work is primarily sedentary, requiring daily routine computer usage.
+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

PURPOSE OF POSITION:
Lead the definition and delivery of the CRM product vision and roadmap, equipping frontline teams with integrated systems, reliable data, and optimized workflows to support a unified customer experience. Collaborate closely with frontline leaders and cross‑functional partners to translate customer and business needs into actionable strategies across all touchpoints.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Vision, Strategy & Roadmap
+ Define and own the business vision, strategic priorities, and multi‑quarter roadmap for CRM tooling.
+ Lead strategic tradeoffs and prioritization decisions across competing frontline and enterprise needs.
+ Anticipate future business, customer, and operational needs and proactively evolve the CRM roadmap.
+ Act as the accountable product owner for CRM direction across Sales, Service, Contact Center, and Retail.
+ Ensure initiatives deliver business value, not just on‑time delivery.
+ Serve as the primary decision‑maker and escalation point.
+ Own defined CRM business requirements and contribute to the multi‑quarter roadmap aligned to frontline workflow needs.
+ Translate business objectives into scoped initiatives within an established CRM tooling strategy.
+ Partner with stakeholders to refine priorities and sequence roadmap items.
+ Identify near‑term opportunities to improve frontline effectiveness through CRM enhancements.
+ Define success metrics and regularly report progress to leadership.
+ Exercise authority to block or escalate CRM changes degrading frontline workflow without justification.
+ Exercise authority to block or escalate deployments not completing readiness validation.
Requirements, Backlog & Delivery
+ Drive end‑to‑end requirements ownership, from ambiguous business problems to clearly defined solutions.
+ Establish standards for requirements quality, definition, and prioritization across CRM initiatives.
+ Balance tactical delivery with architectural, data, and ecosystem impacts.
+ Ensure backlog decisions align to long‑term CRM platform strategy, not just near‑term asks.
+ Translate frontline needs into structured business requirements and user stories, anticipating downstream impacts of changes.
+ Manage the CRM enhancement backlog, ensuring clear acceptance criteria and delivery readiness.
+ Partner with engineering and delivery teams to clarify scope and support sprint execution.
+ Validate that delivered enhancements meet defined requirements and frontline needs.
Data, Integration & Insights Enablement
+ Own CRM data standards, business rules, and success metrics across customer and interaction data.
+ Define complex data and integration requirements spanning CRM, upstream/downstream systems, and analytics platforms.
+ Ensure CRM data is trusted, actionable, and supports enterprise‑level customer experience measurement.
+ Gather and document business definitions, data needs, and success criteria for CRM features.
+ Define customer data and interaction history requirements in partnership with D&A teams.
+ Partner with Customer Intelligence and D&A to align insight outputs across ecosystems.
+ Participate in data quality discussions and validate outputs against business expectations.
+ Ensure CRM enhancements support reporting and frontline insight needs.
Change Management & Ecosystem Oversight
+ Lead stakeholder alignment and decision‑making across business, technology, and data teams.
+ Maintain a comprehensive view of the CRM ecosystem, mapping systems, flows, dependencies, and ownership.
+ Own change strategy for CRM releases, ensuring adoption, readiness, and measurable frontline impact.
+ Manage relationships with key business stakeholders and communicate roadmap updates and release details.
+ Coordinate with Contact Center and Retail teams to gather feedback and support rollout activities.
+ Maintain documentation of CRM‑related systems, workflows, and dependencies.
+ Identify cross-functional stakeholders, ensuring no dependencies are missed in scoping or deployment.
+ Partner with the CTO to scope, validate, deploy, and QA CRM updates with technical readiness.
+ Support change management activities tied to CRM enhancements.
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ Strong cross functional collaboration skills, with the ability to build trust, work effectively at all levels of the organization, and develop relationships that support key priorities.
+ Strong ability to influence without authority and coach leaders while navigating organizational resistance or ambiguity.
+ Ability to facilitate meetings, guide discussions, manage time, and ensure clear next steps and accountability.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ Excellent verbal, written, and digital communication skills, with the ability to effectively communicate complex concepts to non‑technical audiences.
+ Ability to produce and deliver clear and concise presentations, dashboards, reports, and white papers.
+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ Demonstrated understanding of frontline operational needs and customer‑facing challenges.
+ Deep understanding of customer needs, pain points, and expectations
+ Understanding of customer journeys and moment-of-truth interactions.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ Ability to effectively own product visioning, roadmap development, and strategic prioritization across competing stakeholders.
+ Advanced understanding of CRM ecosystems and use cases across Sales, Service, Contact Center, and Retail.
+ Advanced understanding of backlog management and prioritization frameworks (value vs. effort, ROI, risk).
+ Advanced ability to define customer data models, interaction history, and insight outputs.
+ Highly skilled at managing complex integrations, enterprise data standards, change management, and rollout at scale.
+ Skilled at specifying integrations (APIs, upstream/downstream systems).
+ Ability to work confidently within Agile delivery to define requirements, prioritize work, and deliver high‑quality solutions.
+ Proven capability to shape, execute, and measure policy or program agenda aligned with defined outcomes and organizational goals.
+ Skilled in managing multiple concurrent sub programs while maintaining strategic perspective and alignment to overall program goals.
+ Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
+ Strong problem‑solving and analytical abilities, capable of evaluating complex issues and identifying optimal solutions.
+ Creative and adaptive issue resolution skills, applying innovative approaches when addressing challenges.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
+ Skilled at working with BI tools and CRM platforms and configuration concepts (objects, fields, flows, permissions).
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
+ High School diploma or equivalent.
+ Bachelor's degree in Business, Communications, Operations, Analytics, or related field. *
+ Minimum of ten (10) years of progressive experience in customer experience operations, product management, business systems, or related background, to include: *
+ At least four (4) years supporting or enhancing systems and capabilities that support customer relationship management.
+ At least two (2) years leading projects/programs in a cross‑functional environment.
Preferred:
+ MBA or master's degree in relevant field.
+ PMP, PgMP, CSPO, SAFe certifications.
+ Telecommunications experience.
+ Other relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Work is primarily sedentary, requiring daily routine computer usage.
+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

PURPOSE OF POSITION:
Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Cross-Functional Execution
+ Drive execution of assigned CX improvements in partnership with accountable teams.
+ Confirm ownership, timelines, and handoffs for journey improvement initiatives.
+ Track initiative progress and flag risks or delays to CX leadership.
+ Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences.
+ Ensure Voice of Customer (VoC) insights are incorporated into journey improvement discussions and goals.
Additional Senior Level Expectations:
+ Lead cross-functional execution of complex CX initiatives from concept through delivery.
+ Align leaders and teams on accountability, sequencing, and delivery milestones.
+ Partner closely with Digital to ensure e-commerce and self-service experiences meet defined CX standards.
+ Align with CX Operations to embed operational notifications and VoC feedback into experience goals and governance.
+ Act as a change leader, influencing behaviors, decision-making, and operating models to sustain experience improvements.
Performance Measurement, Insights & Prioritization
+ Monitor journey-level KPIs, including satisfaction, resolution rate, and handoff effectiveness.
+ Analyze performance trends and identify journey breakdowns and improvement opportunities.
+ Contribute to root cause analyses in partnership with CX Operations and channel teams.
+ Support maintenance of a prioritized CX backlog by assessing customer impact and operational feasibility.
+ Prepare recurring CX performance updates and dashboards identifying trends, issues, and recommended priorities.
+ Escalate critical experience breakdowns requiring senior intervention.
Additional Senior Level Expectations:
+ Define and maintain experience measurement standards, ensuring consistent metrics, surveys, and data collection across channels.
+ Lead cross-channel root cause analysis to diagnose systemic experience issues.
+ Set CX initiative prioritization based on customer impact, business value, and strategic alignment.
+ Own the CX backlog and roadmap for assigned journeys.
+ Deliver executive-level CX reporting, highlighting trends, risks, and priority recommendations.
Customer Journey Ownership
+ Own assigned customer journey stages and associated experience standards across channels.
+ Conduct current-state journey assessments to identify friction points and gaps.
+ Support definition of target-state journeys aligned to CX principles and business goals.
+ Maintain journey documentation and updates within the CX roadmap for owned stages.
+ Partner with Digital, Contact Center, and Retail teams to ensure journey standards are reflected in day-to-day execution.
+ Escalate changes to owned journeys that degrade experience standards.
+ Escalate CX initiatives without defined customer impact or business case.
Additional Senior Level Expectations:
+ Lead comprehensive current-state assessments and define future-state journeys that transform customer outcomes.
+ Set experience standards across channels, ensuring enterprise-wide consistency.
+ Influence enterprise roadmap decisions by aligning journey strategy with broader business priorities.
+ Serve as a subject matter expert on assigned journeys, advising leadership on experience design and trade-offs.
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ Strong cross functional collaboration skills, with the ability to work effectively at all levels of the organization and build relationships that support key priorities.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ Excellent verbal, written, and digital communication skills.
+ Ability to prepare accurate and decipherable reports, presentations, training material, and recommendations.
+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ Demonstrated understanding of frontline operational needs and customer‑facing challenges.
+ Understanding of customer needs, pain points, and expectations
+ Strong grasp of customer journeys and moment-of-truth interactions.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ Strong understanding of current‑state and future‑state journey mapping and omnichannel journey design (contact center, retail, digital, self‑service).
+ Skilled at analyzing, monitoring, and interpreting CX metrics: CSAT, NPS, CES; resolution rate, first contact resolution; handoff effectiveness and drop‑off rates.
+ Understanding of Voice of Customer (VoC) survey analysis and open‑text feedback review.
+ Ability to anticipate how changes in one part of the journey affect downstream behavior.
+ Ability to analyze data, identify trends, and generate actionable insights and recommendations.
+ Ability to adapt to a rapidly changing work environment and manage competing demands in a productive manner.
+ Ability to identify and resolve problems in a timely manner, appropriately gather and analyze information, make sound decisions, and implement solutions.
+ Ability to work independently and exercise strong decision-making and prioritization skills.
+ Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
+ Knowledge of CX platforms, CRM systems, ticketing & reporting tools.
Additional Job Requirements:
This is a senior level position within the discipline functioning as a subject matter expert (SME). Demonstrates advanced knowledge and proficiency in areas of responsibility. Performs highly complex tasks and job duties, receiving minimal to no instruction on routine work and new assignments. Works under minimal supervision with wide latitude for independent judgment.
Additional Competencies:
+ Deep understanding of current state and future state journey mapping and omnichannel journey design (contact center, retail, digital, self service).
+ Advanced skill at analyzing, monitoring, and interpreting CX metrics: CSAT, NPS, CES; resolution rate, first contact resolution; handoff effectiveness and drop off rates.
+ Strong understanding of Voice of Customer (VoC) survey analysis and open text feedback review.
+ Proven ability to drive cross-functional CX initiatives from definition to delivery, prioritizing improvements based on customer impact and business value.
+ Ability to identify problems proactively, gather and evaluate relevant information, make sound, data‑driven decisions, and drive timely implementation of solutions.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
+ High School diploma or equivalent.
+ Bachelor's degree in business, marketing, data analytics/statistics, communications or relevant field. *
+ Minimum of six (6) years of progressively responsible experience in customer experience, customer service, marketing, customer analytics, or related background, to include: *
+ At least four (4) years in an analytics-driven customer experience or business operations role owning parts of the customer journey or specific journey stages.
Preferred:
+ Customer growth, retention, or loyalty program experience.
+ Performance improvement and cross-functional initiatives experience.
+ Telecommunications experience.
+ Relevant telecom industry or job specific certifications.
Required at ALL Levels
DRIVING REQUIREMENTS:
+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Work is primarily sedentary, requiring daily routine computer usage.
+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

GCI's Mgr, GL Accounting will provide strong leadership and manage the daily responsibilities and results for a team in the General Ledger (GL) accounting group. Work independently and in collaboration with upper management, external auditors, and as a team member with others at varying levels in the Company.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
This leadership position requires the following non-delegable responsibilities:
+ Fully own the mission, goals, operations, and results of the team and areas of responsibility.
+ Provide strong leadership to span of control (direct and indirect reports); demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching, growing, and empowering; owning outcomes; and leading by example. Specific leadership duties include:
+ Establishing the vision and tone for the department, consistent with company culture and mission.
+ Establishing clear, measurable, and achievable goals and performance expectations and following up appropriately.
+ Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication, training, tools, and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
+ Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCI's interests and demoralize other employees.
+ Effectively managing processes including annual performance reviews, compensation adjustments, promotions, demotions, transfers, and disciplinary actions up to and including termination in an unbiased and consistent manner.
Internal Control Considerations: Oracle system General Ledger module Manager profile, assist with the maintenance of the chart of accounts in accordance with the chart of accounts procedure; review and approve journal entries prepared by others in accordance with the journal entry procedure; review and approve reconciliations prepared by others in accordance with the reconciliations procedure. Support the Senior Manager/Controller to ensure appropriate accounting policies and procedures are employed for the General Ledger group and are followed by yourself and your direct reports.
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ Must be highly motivated and take ownership of duties and responsibilities.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ Excellent verbal and written communication skills.
+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ Demonstrated technical knowledge of accounting procedures and solid understanding of Generally Accepted Accounting Principles (GAAP).
+ Strong analytical, problem solving, organizational, and time management skills.
+ Must be detail oriented and be able to see the big picture.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ CHANGE MANAGEMENT: champions and supports department and company change.
+ DECISION MAKING: uses sound, logical judgment based on data, research, and experience to choose an appropriate course of action.
+ PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
+ MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide, direct, and influence others to achieve results.
+ PERFORMANCE MANAGEMENT: sets clear performance expectations for team.
+ Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
+ Extensive experience using accounting software, Oracle in particular.
+ Advanced Excel software skills in creating and manipulating spreadsheets.
Additional Job Requirements:
This is an entry level management position within the GL accounting group responsible for leading a team of direct reports.
Essential Duties:
Lead month-end processes for assigned areas to ensure accuracy and timeliness of internal financial reporting including active participation in quarterly reviews and annual audit.
Maintain integrity of general ledger through account reconciliations, including the research and resolution of issues as they arise.
Manage special projects as assigned.
Minimum Qualifications:
Required: High School diploma or equivalent.
+ Bachelor's degree in accounting or related field.
+ Minimum of seven (7) years of progressively responsible general ledger accounting experience. *
+ To include a minimum of two (2) years in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience.
*CPA firm experience in a relevant accounting role may substitute for general ledger accounting experience up to a two for one year basis.
Preferred:
+ Certified Public Accountant (CPA).
+ Telecommunications experience.
+ Other relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Work is primarily sedentary, requiring daily routine computer usage.
+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

$2,500 Hiring Bonus! GCI's Facility Maintenance Technician II will p erform preventive maintenance and repair of the Company's facility infrastructure to maximize availability and provide the highest quality of service for our customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
+ Dispatch to communities across the state of Alaska to perform preventative and corrective maintenance, repair, quality control inspections, and testing of company facilities.
+ Equipment includes, but is not limited to, HVAC, Generators, Batteries, UPS systems, Rectifiers, Fire Suppression, and power distribution systems.
+ Ensure compliance with all applicable codes, regulations, and company specifications.
+ Complete established facility-based maintenance routines designed to keep buildings within design performance conditions.
+ Ensure sites are neat, tidy, and in a compliant condition in accordance with occupancy type.
+ Monitor, coordinate, troubleshoot, and perform repairs on electrical, plumbing, HVAC, and building systems.
+ Replace light bulbs, filters, and other consumables as needed.
+ Ensure safety equipment is functional and accessible and that sites are maintained in a condition that will ensure effective operation of mechanical, power, and fire suppression systems.
+ Ensure facilities comply with safety regulations, conduct inspections, and support life and safety exercises.
+ Assist in setting up or dismantling office equipment, furniture, and machinery, and troubleshoot basic equipment issues.
+ Assist with seasonal tasks like snow removal or grounds maintenance as needed.
+ May be required to perform routine maintenance or repair of Core Network Equipment.
+ Assist in maintaining and updating software for scheduling, tracking work orders, equipment, and preventative maintenance.
+ Manage the various equipment and technology platforms which include monitoring, alarms, proactive troubleshooting, provisioning, and phone support for field technicians.
+ Manage, support, and troubleshoot for the highest availability of company facility infrastructure.
+ Interface with vendors as a customer to resolve technical problems and gather technical data.
+ Open and track corrective tickets to resolve problems.
+ Track and inventory maintenance supplies and order materials as needed.
+ Document maintenance activities, ticket tracking, and report equipment issues.
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.
+ Ability to accurately read, write, and respond to routine business correspondence such as emails, chat messages, policies, procedures, reports.
+ COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ Ability to interpret and accurately apply applicable codes, regulations, policies, procedures, guidelines, etc.
+ CUSTOMER FOCUS - Develops positive rapport with customers. Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ Understanding of the unique travel, lodging, and customs of rural Alaskan communities.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ Ability to effectively multi-task and prioritize, often with simultaneous or overlapping deadlines in an environment of ever-changing technology.
+ Understanding of HVAC, generators, batteries, light carpentry, and AC & DC power systems.
+ Knowledge of home/business wiring, adjusting, installation, and service of consumer electronics equipment.
+ Ability to maintain and troubleshoot HVAC, DC and AC power systems, and various building structures designed for telecommunication equipment.
+ Ability to maintain emergency backup, prime power generation, and battery plants.
+ Understanding of general high and low electrical voltage.
+ Ability to read and comprehend technical drawings and manuals and solve technical problems in a timely manner.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel, Visio, SharePoint) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
Additional Job Requirements:
This is an intermediate level position for the Facility Maintenance technician competent at performing moderately complex tasks. Requires strong working knowledge and understanding of HVAC, generators, batteries, light carpentry, and AC & DC power systems including installation, modifications, and test procedures. Receives general instructions on routine work and new assignments. Work is moderately supervised and reviewed for timeliness, accuracy, and following correct procedures.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
+ High School diploma or equivalent.
+ Minimum of six (6) years in a facility operation, maintenance environment, telecommunications technician role, or related background. *
+ Upon hire may be required to successfully complete certifications and courses within a defined period, e.g., Defensive Driving.
+ Upon hire may be required to obtain and maintain a DOT medical card including DOT required drug testing.
+ Ability to travel to rural Alaskan communities for up to several days' duration.
Preferred:
+ Associate degree in electronics, or related technical degree in mechanical HVAC, electrical, or vocational/military training within the electronics and telecommunications field.
+ Specialization in operating and maintaining HVAC, DC/AC power systems, generators, and structures designed for housing remote telecommunication electronics.
+ Telecommunications experience.
+ Relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
This position requires driving a company-owned vehicle, company provided vehicle, or use of a personal vehicle on behalf of the company. Must possess and maintain a valid driver's license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Position requires working inside and outside facilities, subject to adverse weather and driving conditions.
+ Rotational and as needed on-call shifts required.
+ Ability to travel as needed to perform duties at facilities throughout the State of Alaska. May require up to 50% travel.
+ Ability to travel to and work in remote rural communities for several days' duration, sometimes in harsh arctic weather conditions, utilizing small aircraft.
+ Ability to tolerate temperature and weather extremes found in the Alaskan arctic environment (fumes and odors, dust, low light conditions, rain, sleet, snow, hail, wind, temperatures that may reach -30F).
+ Daily office tasks involve computer usage, operation of standard office equipment, and processing paperwork.
+ Ability to position self to access items at varying heights.
+ Safely move, transport, position, install, remove, and maneuver equipment and supplies of up to 70-pound loads occasionally, up to 50-pounds more regularly, up to 20 pounds frequently.
+ High degree of balance, coordination, and strength needed to safely and routinely ascend, descend, and work atop ladders with tools and equipment.
+ Ability to safely work while moving, traversing, and positioning self on varied uneven or unstable surfaces often hampered by weather elements.
+ High degree of dexterity and coordination to operate hand tools and to connect, separate, and twist multiple smaller items on a daily basis.
+ Visual acuity necessary to identify, inspect, observe, and assess details at near, mid, and far ranges.
+ Ability to clearly distinguish colors for driving, identifying cables or other electrical components, and safety signage.
+ Auditory acuity necessary to operate equipment; capable of distinguishing between equipment signals and the human voice often amidst background noises, such as wind, rain, and traffic.
+ Tasks performed around high-power electrical conductors and gas lines.
+ Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold.
+ May encounter unrestrained animals/pets.
+ Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Drug Testing: Participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy conditions of a contract or proposed contract with a business partner or client. This includes pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.

GCI's Senior Digital Product Manager will lead the definition and delivery of the Digital product vision and roadmap, ensuring components and platforms work together to support a wholistic digital customer experience. Manage the evolution and performance of digital marketing solutions and platforms across digital channels. Apply a deep understanding of enterprise strategy, customer journeys, and connected systems to guide digital product decisions and investment prioritization. Collaborate closely with key stakeholders and cross‑functional partners to translate customer and business needs that streamline processes, maximize operational effectiveness, and demonstrate direct and measurable results.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Focus Areas - Ecommerce:
+ Responsible for the management and performance of ecommerce capabilities across digital channels. Owns the ecommerce product vision and roadmap, translating business strategies and priorities into planned, sequenced initiatives that support growth in digital sales penetration, order conversion, average order value, and reductions in cost‑to‑serve. Accountable for ecommerce experience quality, including UX/UI coherence, journey optimization, and business‑case‑driven prioritization to drive revenue growth and conversion performance. Reviews digital customer journey and performance data to identify opportunities for improvement and uses SAFe Agile methodology to define product features and requirements in collaboration with Application Technology teams. Works in close alignment with the Digital Product Manager overseeing self-service capabilities.
Cross‑Functional Delivery & Agile Execution
+ Collaborate with Marketing, CX, IT, and Customer Service to define features and feature acceptance criteria.
+ Partner with Application Technology to support Agile delivery, QA, demos, and release activities.
+ Facilitate communication on scope, timelines, and status for assigned initiatives.
+ Lead onboarding and training efforts for new features, ensuring documentation and adoption readiness.
+ Participate in system demos, testing, and evaluation of delivered business value.
Additional Senior Level Expectations:
+ Lead cross‑functional alignment across multiple teams and initiatives to ensure cohesive delivery of digital strategy.
+ Serve as a primary interface between business leadership and Application Technology for digital execution and prioritization.
+ Oversee Agile delivery practices across products, ensuring consistency, quality, and value realization.
+ Drive organizational adoption of new digital capabilities through change management, enablement, and stakeholder engagement.
+ Mentor other product managers and elevate product management maturity across the organization.
Vision, Strategy & Roadmap
+ Define and evolve digital features and products within assigned roadmap.
+ Translate business objectives and customer needs into clear product requirements and user experience enhancements.
+ Complete customer journey mapping and Business Process Mapping (BPM) for assigned products or initiatives.
+ Define success metrics and report progress to leadership.
+ Contribute recommendations to the digital roadmap based on customer insights, analytics, and stakeholder input.
+ Ensure product completeness for assigned solutions across delivery cycles.
+ Lead product strategy and vision for major digital platforms or experience domains across the enterprise.
+ Own and evolve end‑to‑end customer experience strategy, ensuring alignment across channels and touchpoints.
+ Define long‑term product roadmaps that align digital investments with enterprise strategy and measurable business outcomes.
+ Guide teams in advanced customer journey orchestration, BPM, and experience innovation.
+ Act as a strategic advisor to leadership on digital experience direction and investment prioritization.
Additional Senior Level Expectations:
+ Lead product strategy and vision for major digital platforms or experience domains across the enterprise.
+ Own and evolve end‑to‑end customer experience strategy, ensuring alignment across channels and touchpoints.
+ Define long‑term product roadmaps that align digital investments with enterprise strategy and measurable business outcomes.
+ Guide teams in advanced customer journey orchestration, BPM, and experience innovation.
+ Act as a strategic advisor to leadership on digital experience direction and investment prioritization.
Platform Ownership, Optimization & Enablement
+ Manage day‑to‑day product ownership for assigned digital platforms.
+ Partner with analytics and business teams to monitor performance, identify optimization opportunities, and support test‑and‑learn initiatives.
+ Stay current on digital trends and platform capabilities and recommend improvements.
+ Coordinate with owners of adjacent systems to enable required functionality.
+ Ensure platforms effectively support marketing campaigns and operational needs.
Additional Senior Level Expectations:
+ Own platform strategy, governance, and investment prioritization across the digital ecosystem.
+ Drive data‑driven decision‑making using advanced analytics to optimize customer experience, conversion, and operational efficiency.
+ Evaluate emerging technologies and lead platform evolution to maximize return on digital investment.
+ Establish standards for platform integration, scalability, and sustainability.
+ Influence enterprise architecture decisions related to digital experience and customer data.
COMPETENCIES:
+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
+ Strong cross functional collaboration skills, with the ability to build trust, work effectively at all levels of the organization, and develop relationships that support key priorities.
+ Strong ability to influence without authority and coach leaders while navigating organizational resistance or ambiguity.
+ Ability to facilitate meetings, guide discussions, manage time, and ensure clear next steps and accountability.
+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
+ Excellent verbal, written, and digital communication skills, with the ability to effectively communicate complex concepts to non‑technical audiences.
+ Ability to produce and deliver clear and concise presentations, dashboards, reports, and white papers.
+ COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
+ CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
+ RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
+ Demonstrated knowledge of technical digital concepts and tools, including relational databases, customer data integration, analytic modeling, campaign management and business intelligence systems.
+ Skilled at delivering projects in areas such as Website development, Responsive User Experience (UX) Design, Mobile Apps, Cloud Based Solutions, E-Commerce, Customer Relationship Management (CRM), Customer Data Platform (CDP), or Content Management.
+ Skilled at modeling customer journeys using Business Process Mapping (BPM) to map customer and user experiences when designing solutions.
+ Knowledge of marketing automation.
+ Ability to translate complex digital marketing and technical concepts into clear, actionable discussions that foster shared understanding.
+ Ability to identify and recommend the effective use of digital tools to enhance and improve the digital customer experience.
+ Ability to work confidently within Agile delivery to define requirements, prioritize work, and deliver high‑quality solutions.
+ Proven capability to shape, execute, and measure policy or program agenda aligned with defined outcomes and organizational goals.
+ Skilled in managing multiple concurrent sub programs while maintaining strategic perspective and alignment to overall program goals.
+ Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
+ Strong problem‑solving and analytical abilities, capable of evaluating complex issues and identifying optimal solutions.
+ Creative and adaptive issue resolution skills, applying innovative approaches when addressing challenges.
+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
+ TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
Additional Job Requirements:
This is a senior level position within the discipline owning vision, direction, and long-term strategy. Demonstrates advanced knowledge and proficiency in areas of responsibility functioning as a subject matter expert (SME). Performs highly complex tasks and job duties, receiving minimal to no instruction on routine work and new assignments. Works under minimal supervision with wide latitude for independent judgment.
Additional Competencies:
+ Ability to effectively own product visioning, roadmap development, and strategic prioritization across competing stakeholders.
+ Highly skilled at managing complex integrations, enterprise data standards, change management, and rollout at scale.
+ Advanced knowledge of technical digital concepts and tools, including relational databases, customer data integration, analytic modeling, campaign management and business intelligence systems.
+ Skilled at delivering complex cross-functional projects with high organizational visibility.
+ Highly skilled at modeling customer journeys using Business Process Mapping (BPM) to map customer and user experiences when designing solutions.
Minimum Qualifications:
Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
+ High School diploma or equivalent.
+ Bachelor's degree in Business, Marketing, or related field. *
+ Minimum of twelve (12) years of progressive experience in marketing consulting, technology, or IT related field with emphasis on website and digital platform implementation, Marketing Technology (MarTech) implementation and execution, or related background, to include: *
+ At least five (5) years working closely with cross‑functional Agile teams using one or more of the following: SDLC (Software Development Life Cycle), leveraging SAFe Agile, LEAN-Agile, Scrum Alliance, and/or blended frameworks.
Preferred:
+ MBA or master's degree in relevant field.
+ Experience with traditional Waterfall.
+ SAFe Product Owner/Product Manager (POPM), Certified Scrum Product Owner (CSPO), SAFe, Google Analytics, Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or Program Management Professional (PgMP) certifications.
+ Telecommunications experience.
+ Other relevant telecom industry or job specific certifications.
DRIVING REQUIREMENTS:
+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
+ Work is primarily sedentary, requiring daily routine computer usage.
+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
+ Ability to accurately communicate information and ideas to others effectively.
+ Physical agility and effort sufficient to perform job duties safely and effectively.
+ Ability to make valid judgments and decisions.
+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
+ Must work well in a team environment and be able to work with a diverse group of people and customers.
+ Virtual workers must comply with remote work policies and agreements.
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.
Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.
EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.