Broadband Operations Manager

Job Description

Job Description

Description:

Why You'll Love Working Here

• A culture that values people over process and relationships over titles
• A flexible, supportive work environment where individuality is celebrated
• Opportunities to learn, grow, and make a real impact
• And yes — we actually do have fun

About Us

At Twin Valley we believe success starts with people — passionate, collaborative, and driven individuals who bring their full selves to work. We're not just building the best broadband and communications company in Kansas, we're building a culture rooted in shared values and a common goal: doing meaningful work while having fun doing it.

Twin Valley is a fourth-generation, family-owned business. We have been innovating for more than 80 years to help unlock possibilities supporting families, businesses, and communities for generations.

Job Summary:

The Twin Valley Family of Companies is looking for a purpose-driven, customer-focused Broadband Operations Manager to deliver on the company’s growth strategy as it relates to fiber infrastructure investment and desired level of customer service during installation and repair touchpoints. This role will instill and deliver on a service-oriented approach to customer installations and ongoing customer care. The ideal candidate will be customer experience focused and have extensive fiber construction experience, a comprehensive knowledge of fiber engineering, and possess a sense of urgency to see fiber networks built on time and at optimal cost. You will be responsible for tracking and managing key operating metrics. You will work with our Sales and Marketing department coordinating and communicating plans and progress to champion effective dialogue with the prospective market.

What you bring to the position:

• You are a team first leader who leads by example and knows how to have fun in a professional environment. You embrace change and have the resiliency required to continually improve yourself and the team around you. As part of a values-led organization, not only do you embody and align with our core values, you develop and build teams that do the same, ensuring we have the right people to fuel our growth.
• You can effectively communicate the roles and responsibilities of your team to help set clear expectations, allowing you to continually assess that your team members are in the right seats, are bought-in, and have the passion to consistently win.
• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being arrogant.

You successfully fulfill the following essential duties and responsibilities:

You provide STRATEGIC OVERSITE:

• Creating a departmental culture that focuses on customer experience excellence. This includes communicating with customers to understand their service needs, recommending products that best meet those needs, and providing training to assure they are aware of the service tools, features, and benefits.
• Lead all fiber construction projects and activities that will drive growth per the company’s 3/5/10 year vision and strategic plans.
• Identifies, researches, and recommends new products, services, and technologies to senior management. Evaluates market demand for products, services and facilities and makes recommendations for implementation.
• Partner with finance/inventory team to ensure we have the correct amount of product forecasted and on-hand for all upcoming builds.

You use your PEOPLE MANAGEMENT SKILLS to inspire and coach your team:

• Ensure that the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team's plans and execution.
• Supervise your direct reports to promote their growth and enhance their skills. This includes cross-training, directing activities, prioritizing, and delegating tasks, responding to questions, monitoring and evaluating work, mentoring, coaching and encouraging teamwork.
• Provide constructive and timely performance evaluations. Hold regular one-on-one meetings with staff and effectively use the 15Five performance management platform.
• Handle employee discipline and terminations in a compassionate, effective manner in line with company policy.
• You’re a coach first and appreciate that practicing the craft with the team as opposed to practicing on clients is critical, and enjoy gamifying things like role-playing, call blitzes, pitch contests, win rates, etc.
• Create and execute a plan for quality control on all jobs, both for contractors and employees. Delegate, train, and coach supporting team to perform these quality control functions.

You use your COLLABORATIVE SKILLS:

• Support the company by completing other duties as assigned.
• Build and maintain solid relationships with engineering, construction, and supplier firms to maintain a competitive advantage in the market.

You use your TECHNICAL SKILLS:

• Negotiate construction costs and report the status of construction costs in line with company cost per passing and budget parameters.

You use your LEADERSHIP SKILLS:

• Lead and drive healthy accountability of engineering and construction partners, service technician staff, construction, and engineering coordinators/techs.
• Ensure that approved projects are on time and at targeted cost per passing targets.
• Establish weekly and monthly targets for mileage/passing construction and hold all teams accountable. Report the status of these goals on a weekly basis.
• Coach and train staff members to be fully proficient in their roles, assess and analyze performance to expectations in line with company’s development framework and philosophy.
• Ensure that installation targets are met daily / weekly- time to install (SLA) measure and with the company’s standard of quality.
• Monitors and analyzes plant operations and makes recommendations for improvements to processes, facilities, and equipment. Recommends plant expansion projects as appropriate.
• Ensure that all supporting engineering and mapping duties are performed to standards, including the utilization of system investments. For example, to produce timely opinions of probable costs (OPCs) on service inquiries, and to enhance and maintain the company’s digital inventory of fiber assets, allowing for the automation and cost reduction of such tasks and processes.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identify external threats and opportunities and adapt strategy to changing conditions.
• Planning and organization – Organize and manage multiple priorities; plan work activities; use time efficiently; plan for additional resources; set goals and objectives; meet deadlines.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Task & Detail-Oriented – Manage and follow through on multiple tasks, items, and communications in a timely manner; focus and concentrate; perform tasks with a high-level of accuracy and attention to detail.

You will meet the following educational, licensing, certification and work experience requirements:

• BS degree in Telecom Engineering, Construction, or related technical discipline and/or equivalent work experience preferred.
• Seven to ten years technical and management work related experience in the telecommunications industry with emphasis on transmission methods, OSP/ISP, optical networks, project management, and direct customer interface preferred.
• The individual must possess exceptional supervisory skills, both when supervising internal employees and contractor(s) simultaneously.
• The ability and willingness to be open-minded to feedback, input and ideas from other departments and staff members, to arrive at the best solution possible to any given issue, challenge or required change in process.
• The position will require outstanding critical thinking and decision-making process, the anticipation of risky business situations with deliberate and swift response to same.
• The position will be expected to compose and manage both expenses and capital budgets into the millions of dollars.
• The individual must possess outstanding communication skills, written and verbal, as well as strong interpersonal skills as he/she interfaces with team members, peers, customers, suppliers, and partners.
• Experience in office productivity software (email, calendar, word processing, spreadsheets, presentation software, etc.).
• Hold and maintain a valid driver’s license; driving record must meet the criteria of the company’s insurance carrier for acceptance of coverage.

You will follow TVFC’s Core Values:

1. Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique.
2. Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves.
3. Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation.
4. “Team First” Initiative - Proactively helping one another, taking individual accountability for the success of the whole team.
5. Continuous Improvement - Daily improvement matters. Bold ideas move us forward.

You are able to work in the following environmental and working conditions:

• Travel to company and customer locations in varying conditions.
• You have the physical capability, mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.
• Included as part of this job description is a table of physical and mental job requirements specific to the area of employment.

Respectful Work Environment

Twin Valley Family Companies (TVFC) believes in providing a respectful and inclusive workplace and is an Equal Opportunity Employer. TVFC does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need. Applicants and employees who need assistance or an accommodation due to a disability should contact human resources.