Director of Operations - Vyve Broadband : Job Details

Vyve is a leading broadband Internet provider serving largely non-urban communities in 16 states. A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television, and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video, and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI, and hosted voice services to the business community. Vyve serves areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.The primary function of the Director of Operations (“Director”) is to manage daily operations of local technical teams in its specified region including coordinating customer service and technical operations ensuring plant (hybrid fiber coax) reliability, first call resolution to provide a positive customer experience. The Director leads, manages, and communicates regularly to ensure operational priorities are aligned with strategic company goals. This position reports to the Regional Vice President. Responsibilities include but are not limited to:Management and Operations:Manage local technical managers, supervisors, and teams assuring the highest level of customer service.Interact with co-workers, vendors, management, and representatives of other organizations to obtain and disseminate information, advise on projects, resolve conflicts, set priorities, coordinate activities, and complete projects within time and budget constraints.Monitor and manage key technical metrics, node health, and system reliability.Coordinate the management of service initiatives requested by local offices and call centers on behalf of our customers.Coordinate relations and customer service efforts between Broadband Technicians and regional commercial managers to promote smooth working relationships and superior customer service.Lead team efforts to provide problem-solving and find optimal solutions for daily field and headend operations.Lead technical efforts in emergency or extraordinary events and promote smooth coordination between other departments including our NOC, dispatch, retail offices, and call centers.Manage, direct, and assure a positive work environment for technical teams including human resource management, establishing career paths, training, hiring, organizational management, and related legal and government regulation.Headend and HFC Technical Operations:Responsible for all aspects of the operation and reliability of the headend and over-the-air broadcast reception, fiber backbone, coaxial trunk, and distribution plant.Ensure that performance specifications meet or exceed FCC, industry, and Vyve standards.Analyze telecommunications problems and needs (e.g., interference, intelligibility, clarity, etc.) to determine the most appropriate means of reducing, eliminating, and/or avoiding current and future problems and improve reliability.Ensure your team has access to and training on company tools that help identify system problems and resolve them quickly.Research, gather, and compile relevant technical information to enhance, modify, and maintain assigned networks and telecommunications systems.Staff Development & Training:Recruit, hire, and develop your staff.Work with Technical Operations Managers/Supervisors to review technical skills for each technical staff member to identify training requirements and develop consistent skill sets across Vyve plant operations.Report and coordinate training needs for each system to the RVP and Regional Technical Trainer.Manage the field staff's routine training, use, and procedures involving Vyve's suite of tools.Review current Tech Progression enrollment and completion status and promote employee participation in the program.Evaluate current employee skills versus current position to identify promotable employees and potential advances in career paths.Ensure appropriate safety trainings are completed on schedule and ensure safe practices in the field.System Capital Projects:Oversee the progress and quality of capital investment projects led by local technical teams.Develop long and short-term plans for updating equipment, adding capabilities, enhancing existing systems, and providing improved telecommunications statewide.Coordinate with Technical Operations Managers and other regional staff to complete headend and HFC project design, planning, construction, documentation, and follow-up.Quality Assurance:Develop and train on best practices like “Last Tech Out” and “Find and Fix” measures to ensure a great customer experience.Develop a quality assurance process to perform sample checks of work performed by the team members and provide feedback and coaching as appropriate.During system visits, randomly select recent installation, repair, and trouble call jobs and visit the job sites to perform quality control evaluations.Vendor Relations:Maintain contacts and relationships with contractors and key suppliers of outside plant and headend materials.Management of Employees:Technical Operations ManagersTechnical Operation SupervisorsWarehouse/inventory personnelKnowledge, Skills, and Abilities:LeadershipAbility to multi-task various projects and tasks simultaneously, plan strategically and execute programs from start to completion while operating within budget.Effectively disseminate information in a positive, motivating but assertive manner.Competence to effectively communicate directly with customers, co-workers, vendors, and management.Well versed in knowledge of voice, data, and telecommunications technology, products, and services.Excellent written and oral presentation skills.Ability to travel throughout the region on a regular basis.Ability to develop and maintain positive, long-term relationships with individuals and groups at all levels.Qualifications:Education: High School Diploma or equivalent; College degree preferredExperience: 10 years operations management experience with at least 5 years' experience in cable/Internet operations preferred in an HFC environment. Previous experience managing technical teams is required.Required Skills: Must possess and maintain a valid driver's license and ability to maintain a good driving record.The above is a summary of responsibilities. Vyve anticipates that the job responsibilities described herein may change from time to time as the needs of the system are developed.WE PROUDLY OFFER:A friendly and fun work environmentGreat benefits packageEmployees that live in our markets are eligible for courtesy cable including free or reduced priced video, internet AND voice servicesA culture that encourages growthVyve Broadband is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, handicap, disability, marital status, veteran status, reserve or National Guard status, or any other status protected by applicable law.#J-18808-Ljbffr