Director of Operations - Vyve Broadband

Vyve is a leading broadband Internet providers serving largely non-urban communities in 16 states. A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI, and hosted voice services to the business community. Vyve serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.      

            The primary function of the Director of Operations (“Director”) is to manage daily operations of local technical teams in its specified region including coordinating customer service and technical operations ensuring plant (hybrid fiber coax) reliability, first call resolution to provide a positive customer experience. The Director leads, manages and communicates regularly to ensure operational priorities are aligned with strategic company goals. The Director coordinates or supports system upgrades, repairs, and construction. This position reports to the Regional Vice President. Responsibilities include and are not limited to:

Management and Operations:

• Manage local technical managers, supervisors and teams assuring the highest level of customer service.
• Interacts with co-workers, vendors, management, and representatives of other organizations to obtain and disseminate information, advise on projects, resolve conflicts, set priorities, coordinate activities, and complete projects within time and budget constraints.
• Monitor and manage key technical metrics, node health and system reliability.
• Coordinate the management of service initiatives requested by local offices and call centers on behalf of our customers.
• Coordinate relations and customer service efforts between Broadband Technicians and regional commercials managers to promote smooth working relationships and superior customer service.
• Lead team efforts to provide problem solving and find optimal solutions for daily field and headend operations.
• Lead technical efforts in emergency or extraordinary events and promote smooth coordination between other departments including our NOC, dispatch, retail offices and call centers.
• Manage, direct, and assure a positive work environment for technical teams including human resource management, establishing career paths, training, hiring, organizational management, and related legal and government regulation.

• Drives activities of commercial business projects and sales by synchronizing technical and business teams.
• Seek out opportunities for system expansions, company growth and operational efficiencies.
• Lead efforts to drive sales and upgrades through the field team.  

Headend and HFC Technical Operations:

• Responsible for all aspects of the operation and reliability of the headend and over-the-air broadcast reception, fiber backbone, coaxial trunk, and distribution plant.
• Ensures that performance specifications meet or exceed FCC, industry, and Vyve standards.
• Analyzes telecommunications problems and needs (e.g., interference, intelligibility, clarity, etc.) to determine the most appropriate means of reducing, eliminating, and/or avoiding current and future problems and improve reliability.
• Ensure your team has access to and training on company tools that help identify system problems and resolve them quickly. Utilize these tools to determine performance levels and project needs of system hardware/software.
• Researches, gathers, and compiles relevant technical information to enhance, modify, and maintain assigned networks and telecommunications systems. Responsible for planning the development and maintenance of maps and all system documentation to ensure system performance quality and compliance are maintained.

Staff Development & Training:

• Recruit, hire and develop your staff.
• Works with Technical Operations Managers/Supervisors to review technical skills for each technical staff member to identify training requirements and for the development of consistent skill sets across Vyve plant operations
• Reports and coordinates training needs for each system to the RVP and, Regional Technical Trainer.
• Manages the field staff’s routine training, use, and procedures involving Vyve’s suite of tools.
• Reviews current Tech Progression enrollment and completion status and promotes employee participation in the program.
• Evaluates current employee skills versus current position to identify promotable employees and potential advances in career paths.
• Ensure appropriate safety trainings are completed on schedule and ensuring safe practices in the field.

System Capital Projects:

• Oversee the progress and quality of capital investment projects led by local technical teams.
• Develops long and short-term plans for updating equipment, adding capabilities, enhancing existing systems, and providing improved telecommunications statewide.
• Responsible for coordinating with Technical Operations Managers and other regional staff to complete headend and HFC project design, planning, construction, documentation, and follow up to ensure that projects meet our approved budget, timeline, service reliability, quality standards, objectives, and the Vyve Strategic Plan.
• Responsible for project completion notification and coordination with Commercial, Customer Service, Marketing and Sales departments.
• As requested, reviews projects submitted by the systems that relate to headend, HFC plant, and test equipment.

Quality Assurance:

• Develop and train on best practices like “Last Tech Out” and “Find and Fix” measures to ensure a great customer experience.
• Develop a quality assurance process to perform sample checks of work performed by the team members and provides feedback and coaching as appropriate.
• During system visits, the Director randomly selects recent installation, repair, and trouble call jobs and then visits the job sites to perform quality control evaluations. Provides the QC evaluation reports to the Technical Operations Manager and Field Supervisor for required action.

Vendor Relations:

• Maintains contacts and relationships with contractors and key suppliers of outside plant and headend materials. Leverages Vyve’s buying power to establish the best material discounts and delivery times taking full advantage of available capital funds by completing timely upgrades to meet our business plans.

Management of Employees:

• Technical Operations Managers
• Technical Operation Supervisors
• Warehouse / inventory personnel

Knowledge, Skills, and Abilities:

• Leadership
  • Demonstrates ability to manage and lead and function as a cohesive and cross department team.
  • Demonstrated ability to lead people and obtain results
  • Ability to assemble and maintain a strong team and lead the team by example.
• Ability to multi-task various projects and tasks simultaneously, plan strategically and execute programs from start to completion while operating within budget.
• Effectively disseminate information in a positive, motivating but assertive manner.
• Competence to effectively communicate directly with customers, co-workers, vendors, and management.
• Well versed in knowledge of voice, data and telecommunications technology, products, and services.
• Well versed in knowledge of DOCSIS and HFC standards and architecture.
• Knowledge of headend configuration and operation in its relationship to the HFC network
• Excellent written and oral presentation skills.
• Have an aptitude for organization and setting priorities to successfully manage time and workload while working independently or as a team.
• Solid understanding using computers and programs such as Microsoft Word, Excel, technical software, and the ability to learn and effectively employ new applications.
• Ability to present a professional and positive image and project an optimistic outlook.
• Disciplined to meet critical deadlines.
• Accepts and displays accountability to achieve goals.
• Ability to travel throughout the region on a regular basis
• Ability to develop and maintain positive, long-term relationships with individuals and groups at all levels.
• Abide by all Vyve policies and standards as described in the employee handbook and by management.

Qualifications:

Education:  High School Diploma or equivalent; College degree preferred

Experience:  10 years operations management experience with at least 5 years’ experience in cable/Internet operations preferred in an HFC environment. Previous experience managing technical teams is required; history of progressive advancement within an organization; proven track record of successful team building, collaboration, negotiation and motivation; well documented history of progressive and effective leadership and management success with an inclusive, team-oriented management style.

Required Skills:  Must possess and maintain valid driver’s license and ability to maintain good driving record. Ability to fulfill the job duties, skills and responsibilities listed above.

The above is a summary of responsibilities. Vyve anticipates that the job responsibilities described herein may change from time to time as the needs of the system are developed.

WE PROUDLY OFFER:

• A friendly and fun work environment

• Communication and training

• Great benefits package

• Employees that live in our markets are eligible for courtesy cable including free or reduced

   priced video, internet AND voice services

• A culture that encourages growth

Vyve Broadband is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual’s race, color, religion, creed, sex, national origin, age, handicap, disability, marital status, veteran status, reserve or National Guard status, or any other status protected by applicable law.