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Enterprise Operations Manager

2 months ago

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Job Overview

Enterprise Operations Manager

Omni Fiber offers a range of benefits and perks:

Time Off

  • Company Paid Holidays (8 days)
  • Floating Holidays (3 days)
  • Paid Time Off (15 days)

Employee Benefits

  • Medical, Dental, and Vision Coverage
  • Life Insurance Policies
  • Health Savings Account (HSA) with Employer Contributions
  • Annual Performance Bonuses
  • Monthly allowances for internet and mobile services
  • Comprehensive Company Training Programs
  • 401(k) Plan with Employer Matching Contributions up to 4%
  • Opportunities for Professional Development and Career Advancement.

Position Summary:

The Enterprise Operations Manager will lead and supervise the execution of field service operations for our extensive enterprise clientele, as well as small and medium-sized business customers. This role is crucial in our multi-dwelling unit (MDU) deployment strategy across the Omni Fiber service area. Key responsibilities include providing operational leadership, prioritizing exceptional customer service and technical proficiency, maintaining professionalism in all interactions, managing escalations from front-line teams, addressing enterprise customer concerns, and overseeing the selection and management of local vendors and contractors related to the aforementioned services.


Key Responsibilities:

  • Oversee activities and personnel essential for the effective installation and maintenance of Omni Fiber products and services, ensuring that enterprise, SMB, and MDU customer expectations are consistently met.
  • Provide guidance to the direct team and collaborate with other teams involved in network expansion, maintenance, and customer service, fostering a challenging and rewarding work environment.
  • Assist in the planning and execution of capital projects to ensure timely and cost-effective completion.
  • Ensure adherence to all Omni Fiber policies, processes, and procedures.
  • Maintain positive working relationships with all adjacent teams.
  • Ensure the team understands Omni Fiber's objectives and is coached through process improvements as necessary.
  • Act as the primary contact for all network equipment and customer-related issues within Omni Fiber's operational area.

Qualifications:

  • 4+ years of recent experience in fiber optics, with a focus on enterprise customers.
  • 2+ years of recent supervisory or leadership experience.
  • Strong background in telecommunications, particularly in delivering broadband services with a commitment to superior customer service.
  • Proven ability to manage large-scale field operations effectively.
  • Demonstrated commitment to employee safety.
  • Ability to coach internal teams and contractors during emergency situations such as network outages and cable breaks.
  • Excellent problem-solving abilities, strong leadership skills, and interpersonal skills are essential.
  • Enjoyment in working with people and fostering team collaboration.
  • Proficiency in computer applications is required.
  • Experience in programming and scripting routers, servers, and other equipment is necessary.
  • Ability to multitask and maintain a sense of urgency for each issue.
  • Flexibility to work evenings, weekends, holidays, and during emergencies.
  • Capability to manage stressful situations, such as network outages and customer-impacting events, in a composed manner.

Omni Fiber is committed to providing equal employment opportunities to all qualified applicants and employees, administering all aspects and conditions of employment without regard to race, color, age, sex, sexual orientation, gender, gender identity, religion, national origin, pregnancy, physical or mental disability, military or veteran status, or genetic information. Equal employment opportunity applies to all employment-related processes, including training, promotion, demotion, transfer, leaves of absence, and termination.