Manager, System Support & Innovation - Dispatch

Company Description

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!  

Job Description

Brightspeed has an exciting opportunity for a Manager, System Support & Innovation - Dispatch to join our rapidly growing team! As the manager you will oversee evaluation, design, documentation, implementation, testing and performance for Operations based Systems via a team of resources. You will work closely with IT and Business Operations leads to ensure alignment of application/process long term goals and visions.  The principal purpose is to drive automation, process efficiency and customer service support for all underlying network and operational process for front line field technicians and dispatch agents.  This position will report to the Director of Operations Platform & Innovation.

As the Manager of System Support & Innovation - Dispatch your responsibilities will include:

• Owning and driving a cohesive client-based service for the Field Ops Dispatch organization with IT partners to deliver and maintain the most accurate and efficient force to load automated platform with 99.99% reliability
• Build and manage a team of resources that will enhance & support the Field Operations and Dispatch Support Teams; via a suite of applications at Brightspeed
• Lead your team developing growth and talent plans, new skillsets, appropriate training, succession plans and a data first approach
• Support for the existing TSA’d, cloned and hybrid Dispatch platform for Legacy, Legacy GPON & QF not limited to but to include:
  • Click
  • Dispatch Portal
  • CTL Schedule
  • CCV Tool
  • Various Route Optimization Toolsets
  • Service Planner
  • SFS/ FSL
  • RX Tracs
  • Ops Console
• Ownership of E2E INC ticket life cycle management including ticket tracking, reporting, communication, escalations and improvement roadmap vs. cost/benefit
• Participate in Outage management/ skills availability for resolution and RCA, driving resolution and communication to clients
• Key Workforce Management functionality:
  • Force to load capacity planning and reporting
  • Route Optimization
  • Workstream prioritization management
  • Job Durations
  • Commitment Times
  • Reschedules
• Develop, design, drive and lead the roadmap for the most effective Dispatch platform relative to supporting Brightspeed Fiber along with Legacy products relative to Agent and Field tech experience - ultimately drive a highly automated and cohesive ecosystem vs. add on solutions
• Participate, coordinate and drive UAT, integrated release testing, implementation and support for code releases
• Coordinating between the application end user community, IT partners and peers to ensure a high performing system stack that enables us to meet our customer commitments with as little downtime as possible
• Provide project and program statistic to executive leadership
• Work closely with the Process, Product and IT partner teams potentially including 3rd party evaluations
• Balance priorities from multiple areas and find innovative solutions to business problems

Qualifications

What It Takes To Catch Our Eye:

• Bachelor’s degree in Business, Software Development, or related field
• 8+ years of experience managing cross-functional and/or cross team projects
• 7+ years of strong technical experience, preferably in telecommunications, specifically dispatch
• Successful teamwork experience and demonstrated leadership abilities
• Excellent client-facing and internal communication skills
• Passionate about leading people, driving change, and focused on innovating systems and support through collaboration
• Enjoy simplifying and reinventing systems and experiences, have a solid strategic vision, and can identify friction points and implement innovative solutions

Bonus Points for: 

• Master's degree
• Applicable Program Certification
• Agile certification; PO, PM, SM
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