Director of Operations

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