Director of Field Operations
4 weeks ago
Brightspeed is seeking an experienced Director of Field Operations to lead our installation and repair efforts for residential customers, enterprise business products and services, as well as network maintenance and repair to the core and local network.
Key Responsibilities- Lead a regional, multi-state field force of ~600 technicians and ~30 supervisors, ~6 Managers, responsible for internet and telephony service provisioning and network maintenance, ensuring quality, efficiency, and safety.
- Report to the VP Field Operations and work independently on day-to-day operations.
- Primary Regional 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.
- Motivate 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.
- Arrange for adequate personnel training while maintaining an effective installation and maintenance schedule.
- Manage multiple activities in a rapidly changing technological environment, at the same time, maintaining positive relationships with customers, community organizations, service groups and government entities.
- Select competent leaders in accordance with legal, corporate and department hiring guidelines.
- Develop an effective staff by motivating, training, performance managing and evaluating employees.
- Contribute 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.
- Ensure that customer service by all employees within the region is conducted in an exemplary manner by seeing that maintenance and installation of telecommunications equipment is in accordance with Company standards and objectives.
- Direct 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.
- Contribute 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.
- Implement and monitor the Corporate Safety Program within the Region.
- Serve as the leader of special projects across the company, regions, and products and service and other duties as assigned.
- Oversee outage management with a sense of ownership, urgency, focus, and applying learnings to improve process/mitigate customer impacted durations.
- Conduct recurring results analysis, develop action plans, and drive initiatives to improve and maintain excellent performance metrics.
- Frequent travel within region, and beyond.
- Active Member of the company Senior Leadership Team (SLT).
- Bachelor's degree or equivalent education and experience. Typically, 10+ years related experience and 4+ years previous manager level leadership experience preferred.
- Ability to pro-actively seek new opportunities to increase operational efficiency.
- Ability to live with the Region they will oversee.
- Proven strong oral and written communication skills and ability to successfully deliver presentations to executive level.
- Demonstrated ability to self-manage and self-motivate without oversight to achieve results.
- Deadline driven with strong organizational, time management and analytical skills.
- Ability to analyze and manage financial data and capital and expense budgets.
- Ability to manage multiple projects simultaneously, demands with competing priorities, all while making timely decisions.
- A desire to work in a fast-paced, results driven organization.
- Ability to understand strategic and tactical priorities with capability of explaining at all levels, the vision and why decisions are being made and how we contribute to the overall success of the business.
- Ability to prepare presentations and clearly articulate the position being taken in the presentations.
- Demonstrated leadership and coaching skills acquired through previous experience in a supervisory or managerial role.
- Demonstrated ability to develop and execute short- and long-term objectives in a team environment.
- Ability to lead and operate in a represented environment, understanding, interpreting, and influencing contract language and executing on labor relation agreements.
- Strong conflict resolution skills.
- Strong level of skillset with data analysis including spreadsheet management of raw data conversions, pivot tables and other analytical toolsets.
- Excellent interpersonal and relationship building skills that allow you to meet results working with other departments, internal and external customers.
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