Senior Manager Operational Support (Center)

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 is looking for a Senior Manager Operational Support to join our team!  The Senior Manager Operational Support will oversee, and support optimization of our Field Operations Center based functions, advocating for, and collaborating with the Operational Control Center (Dispatch Operations and Technical Support) 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 within Dispatch Operations and Technical Support, improving our customer experience and internal efficiencies. 

As a Senior Manager Operational Support your responsibilities will include:

• Scale of Responsibility: 6+ Managers & Individual contributors, Support responsibility for 200 + center personnel, 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
• Team Management: Lead and mentor a diverse team of Center operations support staff, fostering a culture of collaboration, accountability, and continuous improvement
• 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 Operational Control Center 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

Qualifications

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