Director of Operations

Vyve Broadband - Sandpoint, ID

Full-time - Senior

Sandpoint, ID

Telecommunications

About the position

The Director of Operations at Vyve Broadband is responsible for managing the daily operations of local technical teams within a specified region. This role focuses on ensuring customer service excellence, operational efficiency, and the reliability of broadband services. The Director leads and coordinates technical operations, system upgrades, and customer service initiatives while aligning operational priorities with the company's strategic goals.

Responsibilities

• Manage local technical managers, supervisors, and teams to ensure high levels of customer service.
• Interact with co-workers, vendors, and management to disseminate information and resolve conflicts.
• Monitor and manage key technical metrics, node health, and system reliability.
• Coordinate service initiatives requested by local offices and call centers.
• Promote smooth working relationships between Broadband Technicians and regional commercial managers.
• Lead problem-solving efforts for daily field and headend operations.
• Manage emergency technical efforts and coordinate with other departments.
• Ensure a positive work environment for technical teams, including HR management and training.
• Drive activities of commercial business projects and sales by synchronizing technical and business teams.
• Identify opportunities for system expansions and operational efficiencies.
• Oversee the operation and reliability of headend and HFC systems.
• Analyze telecommunications problems to improve reliability.
• Ensure team access to tools for identifying and resolving system problems.
• Plan and maintain system documentation for performance quality and compliance.
• Recruit, hire, and develop technical staff, identifying training needs.
• Oversee capital investment projects led by local technical teams.
• Develop and train on best practices for customer experience.
• Maintain relationships with contractors and suppliers for material procurement.

Requirements

• High School Diploma or equivalent; College degree preferred.
• 10 years of operations management experience, with at least 5 years in cable/Internet operations in an HFC environment.
• Previous experience managing technical teams is required.
• Proven track record of successful team building and leadership.
• Excellent written and oral communication skills.
• Strong knowledge of voice, data, and telecommunications technology.
• Ability to travel throughout the region regularly.

Nice-to-haves

• Experience in managing large-scale technical operations.
• Familiarity with DOCSIS and HFC standards and architecture.
• Experience in vendor management and procurement.

Benefits

• A friendly and fun work environment.
• Communication and training opportunities.
• Great benefits package.
• Eligibility for courtesy cable services for employees living in service areas.
• A culture that encourages growth.