Manager - Broadband Services

NISC•Lake Saint Louis, MO

4d•Onsite

About The Position

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team.

Requirements

10-15 years of relevant experience
7 years in a leadership or supervisory role
Mastery of Project Management processes and theory.
Mastery of Service Level Management (SLM) best practices.
Advanced knowledge of the Broadband industry, including operational, technical, and business requirements.
Ability to have a comprehensive knowledge of all applications supported by direct reports or integrated with NISC solutions.
Superior verbal and written interpersonal and communication skills.
Superior presentation and training skills.
Superior research and problem-solving skills.
Proven ability to lead and mentor people, set clear expectations, and manage employee performance.
Strong Member orientation.
Ability to think strategically and engage in long-term planning.
Ability to negotiate and collaborate effectively.
Ability to deal with personnel conflict effectively.
Ability to manage the day-to-day operations of a team engaged in a high volume of work.
Ability to organize and manage multiple priorities within critical deadlines.
Ability to identify key performance indicators and define sound business process.
Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
Ability to travel as often as necessary to meet the goals and objectives of the position
Commitment to NISC's Statement of Shared Values.

Nice To Haves

Previous experience in the Broadband industry is a plus.

Responsibilities

Leading the Broadband Services implementation teams, including Asset & Ticket Management, ETL data conversion, and Provisioning.
Strategic leadership for departmental operations, financial performance, and growth initiatives.
Ensuring the successful development, implementation, and support of Broadband Services solutions.
Collaborating closely with internal leaders and cross-functional teams.
Maintaining strong relationships with NISC Members, customers, vendors, and partners.
Ensuring Member satisfaction with NISC solutions.
Participating with executive management in setting the strategic direction of the department.
Translating the division’s strategic and tactical business plans into department operational plans.
Working closely with implementation teams, product, and development teams.
Collaborating with the management team to develop and implement effective plans for the operational infrastructure of systems, processes, and personnel.
Designing and implementing systems and procedures including ETL data to maintain quality and technical excellence in implementation of NISC solutions.
Designing and implementing systems and procedures to promote and maintain customer service excellence.
Monitoring all operations and providing timely, accurate, and complete reports to the division Vice President summarizing division operations.
Evaluating the effectiveness and member adoption of NISC's products and providing insights and recommendations to the Division Vice President and NISC's product teams.
Managing relationships with Members/customers to ensure exceptional customer satisfaction and providing timely, accurate, and complete reports to the division vice president on the status of Member relationships.
Collaborating with management team to prepare strategy, budgets, and timelines for software development.
Remaining apprised of relevant industry information and trends, regulatory changes, and emerging technologies impacting areas of assignment.
Collaborating with sales team(s)/account management team to deliver Member proposals and contracts, including pricing.
Supporting and collaborating with the Member Value Team.
Preparing budgets for the department and managing operations within budget guidelines.
Fostering an atmosphere that promotes the expectation of innovation, effective problem solving, and a can-do attitude.
Hiring, training, developing and coaching staff effectively, including taking timely corrective action as necessary.
Creating and assisting with creating SMART goals that are in alignment with strategic direction of the Division and the Company for each person within the Operations Implementations team.
Positioning employees to maximize individual development, contribution, and success.
Providing professional and technical mentoring and training to division staff.
Establishing a succession and talent development strategy for key positions in the department.
Coordinating and overseeing training of division staff members.
Fostering a positive team environment that supports strong employee morale, engagement, and retention.
Partnering closely with Account Managers to align on Member needs, support client relationships, and ensure successful delivery of services and solutions.
Other duties as assigned.