Job Description:Join the Advanced Commercial Services team as the Manager, Advanced Commercial Services. In this role, you will be responsible for the leadership, operational performance, and continuous improvement of the Commercial Provisioning and Advanced Service Delivery organization. This position oversees the successful implementation and activation of advanced commercial solutions, including Unified Communications, managed services, cloud services, voice, data, security, and emerging technology offerings.
We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.
What you will do to contribute to the company's success- Lead, develop, and mentor the Commercial Provisioning team and related operational staff.
- Establish performance expectations, key performance indicators, and accountability measures aligned with company objectives.
- Foster a culture of customer service, collaboration, innovation, operational excellence, and continuous improvement.
- Oversee the end-to-end provisioning, activation, and implementation of advanced commercial services.
- Ensure timely and accurate delivery of Unified Communications, managed services, cloud solutions, voice, data, networking, security, and emerging service offerings.
- Develop and maintain service delivery standards, workflows, controls, documentation, and operational procedures.
- Monitor provisioning performance, order flow, service activation intervals, customer onboarding success, escalation resolution, and service quality metrics.
- Drive initiatives that improve service delivery efficiency, provisioning accuracy, scalability, quality, revenue enablement, and customer satisfaction.
- Collaborate with Sales, Product, Engineering, Operations, Project Management, Customer Success, and Technical Support to support delivery readiness and a seamless post-installation customer experience.
- Serve as an escalation point for complex customer implementations and service delivery challenges.
- Identify operational risks, recurring issues, and process improvement opportunities; implement mitigation strategies and corrective actions to protect customer experience and business continuity.
- Other duties and/or responsibilities not specifically set forth above may be assigned as needed.
Qualifications- Bachelor's degree in Business Administration, Telecommunications, Information Technology, Engineering, or related field preferred; equivalent experience may be considered.
- Five or more years of telecommunications, managed services, service delivery, provisioning, customer implementation, network operations, or related operational leadership experience preferred.
- Two or more years of people leadership experience managing, coaching, or supervising technical, provisioning, or service delivery teams preferred.
- Demonstrated experience leading or supporting commercial implementation and provisioning organizations.
- Strong knowledge of Unified Communications, VoIP, UCaaS, managed services, networking, cloud technologies, security services, and enterprise customer environments preferred.
- Experience developing operational processes, key performance indicators, dashboards, reporting frameworks, quality controls, and performance management programs preferred.
- Strong analytical, financial, project management, communication, leadership, and stakeholder management skills required.
- Experience in a telecommunications service provider, cable operator, managed service provider, or enterprise technology services organization preferred.
- Knowledge of UCaaS and CCaaS platforms, SD-WAN solutions, managed network and security services, cloud connectivity services, enterprise voice, and collaboration technologies preferred.
- Professional certifications such as PMP, ITIL, Cisco, Microsoft, CompTIA Network+, SCTE, or NCTI certifications preferred.
Core Competencies - Committed: Values each and every customer, while working hard to keep their business and support our communities.
- Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
- Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.
- Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.
BenefitsCable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:
- Medical, dental, and vision plans - start when you start!
- Life insurance (self, spouse, children)
- Paid time off (vacation, holiday, and personal/sick days)
- 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation)
- Group Legal plan with Identity Theft Protection
Additional Perks - Tuition reimbursement (up to $5,250 on 1st year)
- Annual community support to various organizations across the U.S.
- Associate recognition & awards programs
- Advancement opportunities
- Collaborative work environment
- FREE Cable One services for associates who live in a serviceable area
- Up to $75/mo. Stipend
- Remote Access to select premium channels (Cable One, Sparklight, Cable America and ValueNet Fiber Only)
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