Director, Broadband Operations

Great Lakes Energy•Boyne City, MI

2d•$144 - $182

About The Position

Great Lakes Energy and Truestream are seeking a Director of Broadband Operations to lead the daily operations of their growing fiber broadband business. The role provides strategic and operational leadership across network operations, field operations, and service delivery to ensure reliable, efficient, high-quality broadband services for residential and commercial customers. The director leads teams, advances operational excellence, supports customer growth and retention, and contributes to Truestream’s mission of connecting communities through fiber internet service. The position oversees operational performance and priorities across Truestream’s broadband services, including service delivery, customer experience, and resolution of critical issues. It works across the organization to support service expansion, customer acquisition and retention, and business growth, coordinating with engineering, fiber construction, marketing, communications, and member services. The director leads and develops managers, supervisors, and operational teams through coaching, direction, performance management, and professional development. The role also includes reviewing budgets, vendor relationships, project milestones, regulatory and compliance matters, and participating in community, industry, and strategic planning activities.

Requirements

Bachelor’s degree in Business Administration or a related field, and at least ten years of relevant experience; equivalent combinations of education and experience may be considered.
Experience in broadband, telecommunications, ISP operations, or a related industry, with strong knowledge of broadband networks, service delivery, field operations, operational processes, products, services, and supporting technologies.
At least three years of supervisory or leadership experience, including coaching, performance management, employee development, and building a culture of accountability and collaboration.
Strong operational leadership, resource management, budgeting, project management, and decision-making skills.
Ability to drive continuous improvement and support strategic business objectives.
Excellent communication, collaboration, and relationship management skills, including the ability to work effectively with customers, employees, vendors, contractors, community partners, and regulatory stakeholders.
Familiarity with applicable broadband regulations, compliance requirements, and industry standards.
Proficiency in Microsoft Office/365 and other operational technologies and software applications.
Valid Michigan driver’s license.

Responsibilities

Lead daily broadband operations across network operations, field operations, and service delivery.
Ensure reliable, efficient, and high-quality broadband services for residential and commercial customers.
Review performance metrics, service delivery trends, customer experience data, and operational priorities; address issues requiring leadership attention.
Coordinate operational activities with engineering, fiber construction, marketing, communications, and member services to align projects, resources, and priorities with strategic objectives.
Support service expansion, customer acquisition, customer retention, and business growth initiatives.
Lead, coach, and develop managers, supervisors, and operational teams; provide direction, performance management, and professional development opportunities.
Resolve escalated customer concerns and implement operational improvements and service quality enhancements.
Foster accountability, teamwork, innovation, and exceptional service.
Review budget performance, vendor relationships, and project milestones.
Collaborate on regulatory and compliance matters and participate in community events, industry meetings, and strategic planning discussions.

Benefits

Comprehensive health insurance.
Generous paid time off (PTO).
Wellness program supporting physical, financial, and mental well-being.
Life insurance fully paid by Great Lakes Energy.
Short- and long-term disability insurance fully paid by Great Lakes Energy.
Two weeks of paid parental leave for new parents.
Potential adoption-related expense assistance up to $2,000.
Training and development, including support for education, learning new skills, and job shadowing.
Traditional pension retirement plan for eligible employees.
401(k) retirement savings option for eligible employees.