Manager Field Operations

Cogeco - Warsaw, VA

Full-time - Senior

Warsaw, VA

Telecommunications

About the position

Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are 'Above And Beyonders', who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences. As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

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 (productivity, quality, sales, service rates, etc.) 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 including annual FCC proof of performance and signal leakage.
• Lead, direct, and motivate a team comprised of management, exempt, and non-exempt employees.
• Participates in the hiring, training, and development of the Technical Operations staff to ensure that personnel development and company financial goals are achieved.
• Partners with Breezeline training to maintain a continuous learning environment for employee skill development and career growth.
• Monitor fleet management, maintenance and safety inspections. Manage driver's inventory, licenses and activities/traffic violations.
• Coordinate preparation of the capital and operation budget process and monitor activity throughout the year to ensure capital and operating expenses are controlled according to the budget plan to meet or exceed annual cash flow.
• Monitor and manage system and technical metrics not limited to but including system & node health, power supplies, repeat trouble calls on trouble calls and installs, quality controls, work order quota and One View tickets.
• Develops and maintains strategic partnerships with cross-functional organizations to ensure effective implementation of methods and procedures as well as to identify expedient and comprehensive solutions to customer-impacting issues.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance.
• Must be able to work nights and weekends, variable schedule(s) as necessary.

Requirements

• Bachelor's Degree or Equivalent
• 10+ years related experience

Benefits

• Competitive salary
• Medical coverage (including prescription and vision plans)
• Dental coverage
• Life Insurance (1x salary at no cost to employee)
• Long and short-term disability insurance (no cost to employee)
• Voluntary employee, spousal, and child life insurance
• Company recognized Holidays with additional Floating Holidays
• Paid Time Off (PTO) programs
• Comprehensive Flex Work Policy
• 401(k) plan eligibility (company match 50% up to 5% of eligible contributions)
• Participation in the Employee Bonus Plan
• Participation in the Cogeco Stock Purchase Plan
• Complimentary and discounted broadband services (for those in our service area)
• Tuition Reimbursement
• Headspace Membership
• Opportunities for LinkedIn Learning subscriptions for select colleagues