Field Operations Manager

Job Description:

At Sparklight, a Cable One brand, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. 

Be a pioneer in the field while we continue to expand our footprint of Cable One. You’ll use your talents to make a meaningful impact with your technical operations team. You will inspire your team to consistently exceed delivery on our promises to be helpful, personal, proactive, and committed by supporting our customers with internet, phone, and video services that help them stay connected to what matters most.

What you will do to contribute to the company's success

• You will be leading our field operations teams to meet daily performance goals aligned with exceeding customer expectations while ensuring they are delivering on our promise of being helpful, personal, proactive, and committed. This means actively working with supervisors and technicians in the field, providing support, guidance, and coaching.

• Hiring, creating, and developing a high-functioning team will be one of your most important duties.  This will include identifying bright talent to hire, training them on best practices, and creating development paths by customizing each to improve alignment, execution, and individual capability.

• You will oversee, monitor, and assess the installation, maintenance, and repair activities for quality and efficiency to keep our customers connected and satisfied.

• Safety will be a high priority for you, as you provide and maintain a safe work environment, provide safety equipment, ensure properly functioning tools, and enforce compliance with safety rules, regulations, and reporting.

• We take pride in the quality of service we provide and empower our associates to address all problems, but there will be instances in which you need to help resolve complex customer issues and participate in the repair of escalated technical issues.

• You will assure that network outage are addressed and resolved timely and that repairs meet company and regulatory standards.

• You will connect with our communities by participating in city meetings, local industry meetings, and other events, building relationships with city officials and other community figures.

• Contractor utilization will be under your realm of responsibility.

• Budgetary control, CIR preparation, along with P&L and purchase order processing are other critical roles for which you’ll conquer.

Qualifications

• At least four years of experience leading a technical operations team in the telecommunications industry.

• Strong knowledge of the overall maintenance and operation of a fiber-optic network.

• Exposure to sales and marketing, engineering, and accounting practices.

• Continued education beyond HS is preferred – An Associate degree is great and a Bachelor’s degree is even better.

• The technology world never stops changing – You will need solid technical aptitude with the ability to keep pace with the product improvements we’re providing our customers.

• Knowledge of FCC regulations, testing, and documentation.

• Resilience – the ability to stay cool, calm, and collected during difficult or challenging circumstances and bounce back with positivity.

• Excellent leadership skills, time management, and project management skills are essential.

• Excellent communication skills are needed, both verbal and written, to share Sparklight’s vision (Hargray is part of the Sparklight family of brands) with the general public, customers, system associates, system management, and corporate office in person well as in a virtual setting.

• Flexibility – the ability to work varied schedules and in inclement weather.

• Working knowledge of programs such as Microsoft Teams, Power BI, and MS Excel to review and interpret customer or associate data.

• Driver’s license and good driving record to travel to different systems and to meet with technicians in the field.

Core Competencies 

• Committed: Values each and every customer, while working hard to keep their business and support our communities. 

• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. 

• Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.