Manager, Operations

Operations Manager

Bristol, VA

This position is responsible for the profit and loss performance of the defined system operation; works with Regional General Manager and functional leaders to ensure cultural and business objectives. Oversees the day to operations related to all installation and service work as well as related activities.

• Manages Field Service Supervisors, Technicians, and Partners (contractors) to ensure compliance with company guidelines regarding quality, customer service, safety, work-order completion and closeout and productivity requirements.
• Responsible for the training and development of department employees.
• Participates in the prompt resolution of escalated work orders.
• Communicates effectively with customers, management, employees and installation and service partners (contractors).
• Assists in the development and management of the department’s operating budget in accordance with corporate guidelines.
• Management responsibility for the day-to-day operations of the entire system.
• Provides leadership and direction to local staff, including but not limited to hiring, disciplining, motivating and assessing management performance, and identifying developmental needs and solutions.
• Position is responsible for direct supervision of system support positions including development, performance management and disciplinary actions as appropriate.
• Reviews key measurement reports and financial statements to determine performance against objectives and then revises objectives and establishes action plans to meet objectives.
• Verifies, monitors, and approves all expenses and capital expenditures before submission to the General Manager.
• Provides financial oversight of inventory purchases, tracking, inventory levels and controls and purchase order approvals.
• Acts as the liaison between the technical team and internal customers such as Marketing, Tech Ops, NOC, and Customer Care.
• Investigates methods and procedures to better monitor the network and respond to issues.
• Interfaces with operations and provides onsite assistance to ensure compliance with company standards for network related equipment.
• Provides after-hours technical support and technical troubleshooting including providing proper escalation to corporate personnel.
• Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor’s degree (B.S.) from four-year college or university and seven to ten years of related experience including two years of operations management, or equivalent combination of education and experience.

• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, analyze data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to handle confidential material and information.
• Individual must be organized, able to multi-task under pressure.
• Must be able to read, write and speak English, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Demonstrated understanding of all aspects of service provider networks.
• Five years of Service Provider network experience and/or training.
• Ability to work with a diverse group of dedicated engineering professionals.
• Understand and interpret data from various reports regarding network stability.

• MS Office…