Director, Technical Operations
About the position The position is responsible for delivering exceptional customer care within the Technical Operations sector, overseeing installation, service, construction, design, and materials management. The role involves providing leadership and strategic direction to ensure market profitability and customer satisfaction, while also managing a hybrid work schedule. Responsibilities • Develops and implements business strategies across the Technical Operations organization to meet established service metrics and quality assurance goals. • Responsible for end-to-end network performance for homes passed and all service delivery and fulfillment services for subscribers. • Establishes and monitors clearly defined key performance indicators for all Technical Operations personnel to support best in class customer service. • Develops and implements strategies to achieve all network, service, new subscriber and financial goals. • Assures network performance/service level compliance and reporting with federal, state and local requirements. • Leads, directs and motivates a team comprised of management, exempt and non-exempt employees. • Participates in the hiring, training and development of the Technical Operations staff. • Partners with Learning and Development to maintain a continuous learning environment for employee skill development and career growth. • Manages the finances of the Technical Operations team, including operating expenses, capital budget, forecasting and strategic planning. • Develops and maintains strategic partnerships with cross-functional organizations. Requirements • 5+ years of direct leadership experience, leading individual contributors and leaders. • Telecommunications and/or Technical Operations experience preferred. • Strong employee engagement and change management experience preferred. • Bachelor's Degree or equivalent experience. Nice-to-haves • Experience in customer experience (CX) management. • Long-term planning skills. • Operations change management expertise. Benefits • Competitive salary range of $135,267.60 - $202,901.40 based on experience. • Commission eligibility for sales positions and bonus eligibility for non-sales positions. • Comprehensive benefits package including health, dental, and vision insurance. • Support for physical, financial, and emotional well-being through various programs. Apply tot his job