Senior Manager, Operational Support (Buried Service Wire)

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!  

The Senior Manager, Operational Support (Buried Service Wire) will oversee, and support optimization of our Field Operations Center based functions, advocating for, and collaborating with the Operational Control Center Buried Service Wire Team to maximize operational efficiency. This role requires a blend of leadership and strong interdepartmental collaboration to enhance our operational effectiveness and support the overall goals of the company. This role is expected to leverage a data-driven approach that drives process and operational improvement with our Buried Service Wire vendors and internal BSW crews improving our customer experience and internal efficiencies.

As Senior Manager, Operational Support (Buried Service Wire), your duties and responsibilities will include:

• 6+ Managers & Individual contributors 
• Supporting responsibility for 40+ Buried Service Wire contractor personnel
• Direct support of 1,800 + field personnel to efficiently manage workload
• Working in concert with field personnel to drive an exponential increase in fiber installations and growth over the upcoming years
• Optimization of $400M Operations Expense Budget
• Budget Assurance: Collaborate with the Operations Control Center team to develop and implement initiatives aimed at optimizing operational efficiency, directly contributing to the successful achievement of a $400M budget target
• Jeopardy Management:  Key point of contact for all customer escalations which include CEO, FCC, and PUC.  Responsible to solve for and provide final outcome to all levels of the organization. Drive improvements with customer escalations related to delays with Buried Service Wire placement
• Team Management: Lead and mentor a diverse team of  BSW operations support staff, and vendor partners fostering a culture of collaboration, accountability, and continuous improvement.
• Creative Thinking:  Create new approach to managing daily work management through staffing, hours of operation, past due and current day triage, and improved daily fiber completion rates
• Methodology Development: Design robust methods and procedures to streamline operations and enhance productivity across departments. Collaborate with management on implementation of improved processes and new technologies, managing ongoing, cross-functional workflow refinement, troubleshooting processes, and deployment
• System Support: Assess system gaps, identify needs and enhancements, and secure effective solutions through comprehensive business case development and IT implementation
• Senior Leadership Presence: Act as a key representative in senior leadership meetings, effectively communicating operational strategies and outcomes to stakeholders at all levels. Partner with Operational Control Center leadership teams to prioritize business needs and stay up to date with the goals of the organization as they evolve
• Operational Reviews: Conduct regular Center focused operational reviews to assess performance metrics, identify areas for improvement, and implement process enhancements
• Interdepartmental Advocacy: Serve as a liaison between departments, advocating for BSW team needs and facilitating effective communication and collaboration to achieve organizational goals. Build and maintain strong cross-functional relationships across the company. Developing and sustaining relationships based on an understanding of partner and stakeholder needs and actions. Interact with business and technical stakeholders to identify needs, opportunities, and gaps, solving problems to ensure a quality, highly efficient outcome
• Process Optimization and Innovation: Design and implement data-driven methodologies and procedures to streamline operations, enhance interdepartmental productivity, and elevate customer experience. Lead cross-functional efforts to refine workflows, resolve process bottlenecks, and deploy new technologies effectively
• Technology Enablement: Drive technology strategy by identifying system gaps, advocating for enhancements, and collaborating with IT to develop and implement scalable solutions. Lead business case development to align technology investments with operational priorities
• Stakeholder Engagement: Build and sustain relationships with business, technical, and direct stakeholders by understanding their needs and proactively addressing challenges. Advocate for high-quality outcomes through alignment of strategic objectives and operational execution

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree or equivalent practical work experience 
• Demonstrated leadership skills to hire, develop, and motivate team members 
• Experience with data visualization tools (e.g., PowerBI, Looker) to use in communicating improvement opportunities and results 
• Customer-centric mindset 
• Ability to prioritize, organize and accomplish multiple and broad range of initiatives within pressured timeframes.
• Ability to analyze, modify, and/or effectively implement processes where necessary for successful program delivery
• Apply expert functional and critical thinking skills to resolve business challenges
• Strong decision-making skills coupled with the ability to lead change  
• Exceptional analytical and critical thinking skills with the ability to clearly articulate via written and oral communication 

BONUS POINTS FOR:

• Master’s Degree in Telecommunications, Finance, or Business Administration 
• Telecom/Cable/Internet Service Provider industry experience 
• Demonstrated practical experience in Lean Six Sigma methods and techniques 

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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