Senior Manager Field Operations

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Brightspeed is looking for an experienced Senior Manager Field Operations to join our team! The Senior Manager Field Operations is accountable for leading all installation and repair efforts to residential customers as well as all enterprise business products and services, as well as network maintenance and repair to the core and local network. Role will be the regional POC for large events such as outages, marketing, and local knowledge for engineering project.  Strong leadership and collaboration skills are required as this position is responsible for the results from multiple organizations in both direct and indirect reporting structures. This position is also actively involved in community and organizations that help strengthen communities and the Brightspeed brand.
 
Internally, as a Senior Manager Field Operations, you will be in contact with all division departments to coordinate input and completion of projects; to gain information on district expenditures or purchases; keep an open line of communications and resolve employee relations issues; and to deal with any other matters that need attention.
 
Externally, you will be in contact with customers and outside contractors to answer questions and resolve problems; with community representatives to promote the Company; and with other telecommunications companies to share information. 

As a Senior Manager Field Operations you will be responsible for:

• Manages a local field force of about 100 technicians and 6 supervisors, responsible for internet and telephony service provisioning and network maintenance, ensuring quality, efficiency, and safety.
• Reporting to the Director of Operations and working independently on day-to-day operations.
• Managing the Area Supervisors who are responsible for the continuous operations of installation and repair of outside plant activities.
• Primary Field Operations POC in all union negotiations, acting in partnership with corporate labor teams to negotiate new contracts, enabling the best financial and long term interest of the company.
• Motivating all employees to give the absolute best service at the lowest cost while keeping up with modern technology and determining the best long-term solution for the Company while staying within the budget.
• Arranging for adequate personnel training while maintaining an effective installation and maintenance schedule.
• Managing multiple activities in a rapidly changing technological environment, at the same time, maintaining. positive relationships with customers, community organizations, service groups and government entities. Must work within the framework of the overall operation by blending department responsibilities into an efficient, effective result.
• Selecting competent staff in accordance with legal, corporate and department hiring guidelines.
• Developing an effective staff by motivating, training, performance managing and evaluating employees.
• Contributing to the Company's financial objectives through efficient administration of sales marketing programs within the district and providing input to sales on new products for service area.
• Ensuring that customer service by all employees within the district is conducted in an exemplary manner by seeing that maintenance and installation of telecommunications equipment is in accordance with Company standards and objectives.
• Directing implementation of new procedures or modifications to existing procedures to reflect changes in regulation, service provision, technical standards, consolidation, etc. by ensuring that all work groups or affected customers are notified in an appropriate and timely manner.
• Contributing to the development of the annual capital plan by working closely with the Engineering Department to ensure District needs are being addressed.
• Partners internally with network build teams (engineering), network management (NOC), and other departments for bilateral support and alignment in delivering the best possible customer experience.
• Implementing and monitoring the Corporate Safety Program within the District.
• Performing special projects and other duties as assigned.
• Performing outage management with a sense of ownership, urgency, focus, and applying learnings to improve process/mitigate customer impacted durations.
• Conducting recurring results analysis, develop action plans, and drive initiatives to improve and maintain excellent performance metrics.

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree or equivalent education and experience.  Typically, 5-7 years related experience and 2+ years previous manager level leadership experience preferred.
• Ability to pro-actively seek new opportunities to increase operational efficiency
• Proven strong oral and written communication skills and ability to successfully deliver presentations to executive level
• Demonstrated ability to self-manage and self-motivate without oversight to achieve results.
• Deadline driven with strong organizational, time management and analytical skills
• Ability to analyze and manage financial data and capital and expense budgets
• Ability to manage multiple projects simultaneously, demands with competing priorities, all while making timely decisions
• A desire to work in a fast-paced, results driven organization
• Ability to understand strategic and tactical priorities with capability of explaining at all levels, the vision and why decisions are being made and how we contribute to the overall success of the business
• Ability to prepare presentations and clearly articulate the position being taken in the presentations
• Demonstrated leadership and coaching skills acquired through previous experience in a supervisory or managerial role
• Demonstrated ability to develop and execute short- and long-term objectives in a team environment
• Ability to lead and operate in a represented environment, understanding, interpreting, and influencing contract language and executing on labor relation agreements
• Valid driver's license
• Strong conflict resolution skills
• Strong level of skillset with data analysis including spreadsheet management of raw data conversions, pivot tables and other analytical toolsets
• Excellent interpersonal and relationship building skills that allow you to meet results working with other departments, internal and external customers

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process. 

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice