Senior Manager, Field Operations

Overview

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management,
our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality....designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Brightspeed is looking for an experienced Senior Manager, Field Operations to join our team! The Senior Manager, Field Operations is accountable for leading all installation and repair efforts to residential customers as well as all enterprise business products and services, as well as network maintenance and repair to the core and local network. Role will be the regional POC for large events such as outages, marketing, and local knowledge for engineering project.

Strong leadership and collaboration skills are required as this position is responsible for the results from multiple organizations in both direct and indirect reporting structures. This position is also actively involved in community and organizations that help strengthen communities and the Brightspeed brand. Internally, as a Senior Manager, Field Operations, you will be in contact with all division departments to coordinate input and completion of projects;

to gain information on district expenditures or purchases; keep an open line of communications and resolve employee relations issues; and to deal with any other matters that need attention. Externally, you will be in contact with customers and outside contractors to answer questions and resolve problems; with community representatives to promote the Company; and with other telecommunications companies to share information.

As a Senior Manager, Field Operations you will be responsible for:

• Managinga local field force of about 100 technicians and 6 supervisors, responsible for internet and telephony service provisioning and network maintenance, ensuring quality, efficiency, and safety
• Reporting to the Director of Operations and working independently on day-to-day operations
• Managing the Area Supervisors who are responsible for the continuous operations of installation and repair of outside plant activities
• Primary Field Operations POC in all union negotiations, acting in partnership with corporate labor teams to negotiate new contracts, enabling the best financial and long term interest of the company
• Motivating all employees to give the absolute best service at the lowest cost while keeping up with modern technology and determining the best long-term solution for the Company while staying within the budget
• Arranging for adequate personnel training while maintaining an effective installation and maintenance schedule
• Managing multiple activities in a rapidly changing technological environment, at the same time, maintaining.positive relationships with customers, community organizations, service groups and government entities. Must work within the framework of the overall operation by blending department responsibilities into an efficient, effective result
• Selecting competent staff in accordance with legal, corporate and department hiring guidelines.
• Developing an effective staff by motivating, training, performance managing and evaluating employees
• Contributing to the Company's financial objectives through efficient administration of sales marketing programs within the district and providing input to sales on new products for service area
• Ensuring that customer service by all employees within the district is conducted in an exemplary manner by seeing that maintenance and installation of telecommunications equipment is in accordance with Company standards and objectives
• Directing implementation of new procedures or modifications to existing procedures to reflect changes in regulation, service provision, technical standards, consolidation, etc. by ensuring that all work groups or affected customers are notified in an appropriate and timely manner
• Contributing to the development of the annual capital plan by working closely with the Engineering Department to ensure District needs are being addressed
• Partners internally with network build teams (engineering), network management (NOC), and other departments for bilateral support and alignment in delivering the best possible customer experience
• Implementing and monitoring the Corporate Safety Program within the District
• Performing special projects and other duties as assigned
• Performing outage management with a sense of ownership, urgency, focus, and applying learnings to improve process/mitigate customer impacted durations
• Conducting…