Senior Director, Technical Operations

IQ Fiber•Jacksonville, FL

About The Position

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here. We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. Position Summary: The Senior Director, Technical Operations is a high- energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers. The Director, Technical Operations is responsible for building, leading and mentoring a team of installation and service technicians in the field, managing the day-to-day operations for the Technical Operations Team, including providing strategy and tactics to improve the end user experience, assisting in the field when needed and with escalations, and ensuring the team is hitting its goals. This role is responsible for overall team structure, assessing resource needs, recruiting, hiring, training, development, performance management and retention of the team. The Senior Director, Technical Operations will also serve as the functional point of contact to senior leadership, employees and other stakeholders regarding field operations and performance across the entire IQ Fiber footprint.

Requirements

Core skills/proficiencies include leadership, customer relations management, performance management, process management, data analysis, problem solving, effective communication and technical proficiency
The successful candidate will be experienced (12+ years) in leading and developing a technical operations team supporting residential and commercial fiber installation and service across a multi-market footprint.
12+ years of experience in mentoring, managing and providing feedback to technical resources.
Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving
Ability to work independently in a fast-paced environment without supervision.
Willing to learn, adapt and evolve with the team and company and develop new skills quickly.
Strong technical aptitude with excellent end-user interaction skills
Proven capability of delivering on departmental goals and key metrics.
Strong analytical and problem-solving skills
Extensive experience in one or more ticketing, CRM, provisioning, ordering, scheduling, troubleshooting software and tools accessed via tablets and/or smartphones.
Strong verbal and written communication skills and confidence interacting with all levels of professional staff.
Excels at explaining complex concepts simply
Capable of answering technical questions from technical and non-technical users.
Excellent hiring skills - ability to source, hire, and build out a team.
Ability to train and mentor members of the Technical Operations team.
Comfortable providing both negative and positive feedback to people on the team.
Excellent organizational skills including ability to prioritize, lead, multi-task and have fun while doing it.
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
Comfortable with both creating and reviewing training documentation, internal FAQs, “how-to”, troubleshooting guides, standard operating procedures (SOPs), etc.
Comprehensive understanding of OSHA rules and regulations, both federal and state
Bachelor’s degree in management or equivalent experience
Must be able to pass criminal background check, driving record check and drug test
Someone with a current valid driver's license that is automotive insurable
Flexibility to work mandatory overtime to meet business needs
Exceptional knowledge of Microsoft Office applications.
High integrity and strong work ethic are a must
Attention to detail and ability to think creatively and strategically is a must
Excellent organization and time management skills
Ability to interact and communicate effectively with other team members

Responsibilities

Manage the day-to-day operations of the Technical Operations Team who install FTTH service, resolve customer service issues and process physical disconnects.
Manage the day-to-day operations of the Technical Operations Dispatch Team(s) including establishing appropriate quota capacity to meet company growth projections and service requirements.
Responsible for hiring, onboarding, development, training and retention of Technical Operations Team.
Lead by example to cultivate and maintain a collaborative, empowered, high-performance, engaged culture focused on installation and service excellence and resolving customer issues.
Set clear individual and team objectives, evaluate progress and provide ongoing performance feedback to achieve key customer success metrics (Install completion, Quality, CSAT, Meantime to Resolution (MTTR), Cost to Install, etc.).
Set up, manage and improve standards and procedures within the team.
Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and Safety standards
Ensure working practices are well defined and operational.
Develop, implement and manage installation and service quality programs.
Ensure team has the proper equipment to complete assigned work (CPE, installation materials, tools, test equipment, etc.).
Oversee proper operation and maintenance of assigned vehicles, equipment and tools within company safety standards and maintains required certifications and/or licenses. Provides employee training and development.
Assist with writing and maintaining the internal and external knowledge bases.
Develop daily, weekly, and monthly reports on team’s productivity.
Monitor for trends and drive organizational performance improvement including customer satisfaction, operating efficiency, and service quality.
Provide feedback to outside plant construction manager if plant issues are discovered to ensure continuous process improvement.
Provide guidance on budget preparation for both capital and operating expenses.
Review daily priorities and take appropriate action to ensure results are achieved.
Monitor staff schedule availability and make dynamic changes to schedules to meet install interval and service resolution goals
Develop and administer schedules and performance requirements
Schedule and perform one on ones with the team to consistently coach and provide actionable feedback to promote career growth and assist with any issues raised.
Prepare and deliver performance reviews on defined business rhythm for your team
Train and coach the team to improve soft and hard skills.
Act as an escalation point for critical issues taking end-to-end ownership of customer incidents engaging other teams if necessary.
Able to provide operational coverage outside of regular business hours at short notice when needed
Perform other duties as assigned.