Business Operations Manager

Luminate Broadband•Steamboat Springs, CO

About The Position

The Business Operations Manager is responsible for planning, implementation, and administration of Luminate's business operations and overseeing customer-facing systems and staff, including business analytics, business office functions, billing, customer experience, and operational processes. This position is also responsible for developing strategies for delivering leading edge services to a wide range of subscribers, and working with vendors to implement and enhance billing, business, and operational support systems.

Requirements

5 or more years of supervisory experience, in Telecommunications a plus
Bachelor's degree or key and proven understanding of FTTH and fixed wireless broadband industry
Ability for strategic planning with sound technical skills, analytical ability, good judgement and strong operational focus
Ability to assign and delegate work, problem solve, coach and counsel, answer questions and evaluate results of performance
Ability to manage a diverse range of administrative areas of responsibility
A minimum of 5 years of related work experience

Nice To Haves

Advanced experience with NISC and Calix

Responsibilities

Provide clear direction and oversight to direct and indirect reports to deliver an exceptional customer experience
Responsible for all aspects of the business office operations: customer service, customer experience, customer retention, billing, etc.
Responsible for the creation and management of department budgets including providing timely and accurate analysis of variances within areas of responsibility
Responsible for active participation in the strategic planning process as a member of the management team by providing support of company initiatives, maintaining confidentiality, taking initiative to propose policies and programs that contribute to the company's success, and accepting accountability for participation.
In coordination with Plant Operations Manager, responsible for the management, oversight, engineering, deployment and maintenance of Luminate's core and access networks in-partnership with the technical team to support alignment between customer operations and network service delivery.
Research and develop new products and services to improve the overall operations of the company
Continually evaluate systems and processes and make the necessary adjustments to enhance overall workflow and performance
Oversee assigned projects to see that business goals are met
Supports the COO in managing compliance and regulatory responsibilities. Considers regulatory changes affecting revenue requirements
Establish, implement, and administer packages and pricing for Luminate services
Ensure accuracy and timeliness of billing and the security of customer accounts
Implement staff training programs to align departments on changes, upgrades, and enchantments
Responsible for supervising those within the department including hiring, training and development, as well as corrective action
In concert with leadership peers, develop progressive and proactive programs to provide motivation, incentives, and rewards to enhance employee satisfaction and overall performance
Develop departmental and company KPI models and reports.
Assist with sales forecasting and performance tracking as needed.
Participates as needed in public relations activities to enhance and promote a positive public image for Luminate
Promptly respond to customer needs and complaints which could affect the reputation of the company
Other duties as assigned