Senior Operations Manager

PLEASE NOTE: Primary reporting location for this role will be in one of the following locations: Irving-TX, Dallas-TX, College Station-TX, Baytown-TX, Brownwood-TX.

Summary:
This position may serve as an individual contributor or supervise a workforce of that install, maintain and/or support OSP network facilities, high-bandwidth services, and broadband services. The position duties include meeting service activation and repair commitment dates, maintaining revenue/expense objectives and promotion of new and existing company products.

General Duties:
Duties include, but are not limited to, the following:
• Has a solid understanding of the business/department and is able to manage expense targets.
• Able to articulate business/departmental KPI's to workgroups (i.e., can clearly set goals/objectives).
• Holds team accountable to clearly achieve results through coaching and performance management while creating a performance culture environment.
• Promotes new/existing products as required.
• Works with Engineering and Operations Center to monitor workload and schedule manpower and resources needed to meet workload demands, customer needs, and company objectives.
• Responsible for determining and fulfilling the needs of the team for employee development and training.
• Communicate with other departments, e.g., Engineering, Operations Center, in an effort to improve the coordination between these departments as well as the overall quality of service experience for our customers.
• Quality control, i.e. tool inspections, building and vehicle inspections, quality assurance inspections etc.
• Be cognizant of and support the revenue budget.
• Provide Capital Budget input as required.
• Positively represent Company through active community engagement and involvement
• Analyze operational reporting and utilize statistical process control tools to identify performance opportunities and provide corrective action plans as required.
• Business-related functions: Employee timesheet approval, email administration, internal/external communications, procurement management, Varasset administration, and overtime equalization.

Employee Relations:
• Consistently provides feedback and direction to local management, vendors, and field technical staff to ensure employee development, engagement, and business knowledge; complete regular employee performance appraisals/reviews.
• Leverages all employee communication vehicles and opportunities (weekly/monthly/quarterly/one-on-ones) to obtain feedback on departmental goals, gain input on action plans and modifies direction as necessary, and to engage and hold employees accountable to overall business operations and results.
• Utilizes and leverages existing employee recognition programs to reward key contributions and positively impact employee morale.
• Partners with Human Resources to ensure firm, fair, and consistent application of HR practices/policies and labor agreements.
• Ensures employee advocacy and a positive work environment by listening and responding to employee feedback, issues, questions and concerns in a timely manner. (When possible, 24-hour response time to all employee relations issues).
• Maintain a safe work environment by conducting regularly scheduled safety meetings, applicable safety training and reinforcing state/federal safety requirements within the workplace.
• Competitive Marketplace:
• Engage in marketing initiatives to promote the company's products and services (i.e., TTL and marketing events).

Customer Ownership:
• Support employees that directly interface with the customers by removing barriers, soliciting process improvement suggestions, and streamlining the work.
• Respond to issues identified on Customer Surveys, works with teams to ensure action plans are developed and ensure follow-up on customer issue resolution identified in action plans.

Requirements:
• Minimum 5 years of direct related telephone/access installation and repair experience
• 2-3 years of Outside Plant Construction installation and repair experience.
• Basic knowledge of Copper and/or FTTH data networking.
• Advance knowledge of plant service center, central office, and outside plant functions.
• Must possess strong leadership and interpersonal skills along with a strong work ethic, and the ability to work well under pressure and/or with deadlines.
• Must possess a basic understanding of electronics, electrical circuitry, network installation, maintenance, and testing.
• Must be able to interact with internal/external customers and assist with problem resolution.
• Must demonstrate good oral and written communication skills.
• Must possess basic PC skills: Excel, Word, PowerPoint and Outlook.
• Must take pride and ownership in work and exhibit a willingness to learn.
• Proven ability to lead multiple business initiatives to completion.

Education, certification, and/or license requirements:
• Must possess a valid state driver's license.
• Must have a high school diploma or equivalent.
• BA/BS in Telecommunications, Operations Management or Business Administration preferred or directly related experience.
• Successful completion/certification in related technical fields or vendor equipment desired.

Environmental Factors/Physical Requirements:
• Must be available 24/7 to support off-shift emergency situations as needed.
Must be able to work in inclement weather.

What we offer:
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer includes:
• Salary Range: $110,000 to $150,000
• 20 PTO (Paid Time Off) days + 10 paid holidays per year
• Day one medical, dental, vision and prescription drug plan
• 401k match of 50% on 6% of eligible compensation
• Tuition Assistance Program
• Personal & Work Life Balance Resources & Wellness Support Assistance
• Employee Resource Groups
• 10 weeks of paid parental leave, & a phased return to work program for new parents
• Up to $10k in adoption program assistance
• 3 weeks of paid caregiver leave