Senior Manager, Operational Support (Buried Service Wire)

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

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 technol