Business Operations Manager

Job Overview:
The Business Operations Manager is responsible for planning, implementation, and administration of Luminate's business operations and overseeing customer-facing systems and staff, including business analytics, business office functions, billing, customer experience, and operational processes. This position is also responsible for developing strategies for delivering leading edge services to a wide range of subscribers, and working with vendors to implement and enhance billing, business, and operational support systems.

Responsibilities and Essential Job Functions:

• Provide clear direction and oversight to direct and indirect reports to deliver an exceptional customer experience
• Responsible for all aspects of the business office operations: customer service, customer experience, customer retention, billing, etc.
• Responsible for the creation and management of department budgets including providing timely and accurate analysis of variances within areas of responsibility
• Responsible for active participation in the strategic planning process as a member of the management team by providing support of company initiatives, maintaining confidentiality, taking initiative to propose policies and programs that contribute to the company's success, and accepting accountability for participation.
• In coordination with Plant Operations Manager, responsible for the management, oversight, engineering, deployment and maintenance of Luminate's core and access networks in-partnership with the technical team to support alignment between customer operations and network service delivery.
• Research and develop new products and services to improve the overall operations of the company
• Continually evaluate systems and processes and make the necessary adjustments to enhance overall workflow and performance
• Oversee assigned projects to see that business goals are met
• Supports the COO in managing compliance and regulatory responsibilities. Considers regulatory changes affecting revenue requirements
• Establish, implement, and administer packages and pricing for Luminate services
• Ensure accuracy and timeliness of billing and the security of customer accounts
• Implement staff training programs to align departments on changes, upgrades, and enchantments
• Responsible for supervising those within the department including hiring, training and development, as well as corrective action
• In concert with leadership peers, develop progressive and proactive programs to provide motivation, incentives, and rewards to enhance employee satisfaction and overall performance
• Develop departmental and company KPI models and reports.
• Assist with sales forecasting and performance tracking as needed.
• Participates as needed in public relations activities to enhance and promote a positive public image for Luminate
• Promptly respond to customer needs and complaints which could affect the reputation of the company
• Other duties as assigned

Qualifications
To perform the Business Operations Manager role successfully, an individual should have the following education, competencies, and experience:

• 5 or more years of supervisory experience, in Telecommunications a plus
• Bachelor's degree or key and proven understanding of FTTH and fixed wireless broadband industry
• Ability for strategic planning with sound technical skills, analytical ability, good judgement and strong operational focus
• Ability to assign and delegate work, problem solve, coach and counsel, answer questions and evaluate results of performance
• Ability to manage a diverse range of administrative areas of responsibility
• A minimum of 5 years of related work experience
• Advanced experience with NISC and Calix (Preferred)

Candidates must pass a drug screen, excluding THC.