Assistant Director of Broadband Operations

Edward Rose & Sons•Portage, MI

About The Position

The Assistant Director of Broadband Operations is responsible for customer service, along with quality assurance, which is the focus of the Broadband Department. That encompasses our residents, Community Offices and their employees, and our Kalamazoo Office along with their employees. Services that the Broadband Department (BBD) is responsible for are Basic Cable, Local Channels, Dish Network, and Internet along with operating a call center to handle Dish Network and Internet service and troubleshooting calls at the communities. In addition, assisting the Director of the BBD in managing these services primarily by overseeing the cable technicians and the Call Center Manager.

Requirements

A minimum of 5 years of broadband, telecommunications, network operations, or ISP-related experience is required.
A minimum of 2 years of management or supervisory experience is required.
Must be proficient with Microsoft Office programs.
Ability to be organized, detail-oriented, and to work effectively in a fast-paced environment.
Ability to work cooperatively and respectfully with others.
Must possess exceptional organizational and time-management skills, including the ability to balance and prioritize simultaneous projects and tasks.
Strong written and verbal communication skills are required.
Must present the ability to execute job duties under stressful circumstances such as last-minute deadlines or other difficult situations.
Maintains a high level of confidentiality.
Should consistently demonstrate behaviors that align with the company’s Mission, Vision, and Values, and perform in accordance with the standards outlined in our Performance Pillars.
Must be willing to travel to various locations via private or public air transportation and locations within driving distance via car.
Regular attendance, work ethic and strong interpersonal skills are required for success in this position.
Must have a valid driver’s license and reliable transportation.

Nice To Haves

Bachelor’s degree in Information Technology, Telecommunications, Network Engineering, or a related field is preferred.
Network+ and/or NCTI certification is highly desired.
Previous experience in fixed wireless, fiber, cable, or hybrid networks is preferred.
Experience using Yardi Voyager or related property management software is preferred.

Responsibilities

Involved in the interview process and provides hiring recommendations for BBD personnel.
Create the monthly work schedule for all technicians and adjust weekly or daily as priorities shift, or emergencies arise. Decides who is available to be rerouted or called out during after-hours emergencies. Closely monitors overtime and attempts to alleviate with time off when practical.
Approves PTO for the Cable Techs, Call Center Manager (CCM) and the team member that coordinates Dish Network operations.
Works closely with the CCM on escalated service calls and resolutions involving a cable tech that arises from phone calls taken in the Call Center.
Works with the Internet Director of Operations in scheduling techs for Internet upgrades, service, etc.
Works with the IT Systems Administrator in scheduling techs to assist with Community IT equipment installations, swap-outs, etc.
Supervises the team member responsible for Dish Network billing to our residents and the team member who reconciles the monthly Dish Network charges and payments we receive versus what we bill.
Orders material for techs to accomplish department objectives/upgrades and new construction material.
Does new construction underground broadband designs and drafts contracts for underground cable/fiber installations.
Act as a positive advocate of the organization’s strategic direction and initiatives, holding the team accountable to displaying the organization’s mission, vision, and values.
Lead and take ownership of team goals and performance by providing direction and oversight to team members, planning, and evaluating the team’s activities and deliverables.
Identify personal growth opportunities for team members, with team members.
Lead engagement of the team, including participation in action planning related to regular team member engagement surveys.
Accomplish results by communicating expectations, planning, monitoring, and appraising performance of team members.
Actively participate in the talent attraction and retention process, including interviewing, selecting, orienting, and training team members as the need arises.
Provide continuous coaching to team members, counseling as needed.
Develop, coordinate, and implement systems, policies, procedures, and productivity standards throughout the team.