Vice President of Operations

Twin Valley Telephone Inc•Clearwater, KS

About The Position

The Vice President of Operations develops and executes strategies for Twin Valley’s network, construction, installation, and repair teams to implement company plans, improve operating performance, and deliver a reliable network and exceptional customer experience. The role leads the Director of Network Operations and Director of Broadband Operations, develops capable leaders and scalable operating systems, and connects operational decisions to financial and customer outcomes. The VP is accountable for improving productivity, cost-to-serve, contractor economics, capital efficiency, and reliability while protecting customer experience. The role challenges traditional operating approaches through technologies and models such as AI, automation, outsourcing, crowdsourcing, and partnerships, and represents Twin Valley with industry leaders and strategic partners. The successful leader brings broadband, outside plant, construction, field, and network operations experience; builds accountable teams; uses financial and performance data to guide decisions; and translates company strategy into operating priorities, quarterly goals, resource plans, and cross-functional roadmaps. Travel to company and customer locations is required, and occasional evening, night, weekend, or holiday work may be needed.

Requirements

Bachelor’s degree in business administration, engineering, or a related field.
8–10 years of experience in a telecommunications strategic leadership role.
15 years of experience leading teams of various sizes.
Meaningful outside plant (OSP), construction, and/or field operations leadership experience, with the ability to guide network, construction, installation, and repair operations.
Demonstrated success building and maintaining high-performing teams in customer operations and technology, developing leaders, and establishing operating systems that perform without unnecessary escalation.
Evidence of measurable operating improvement in productivity, cost structure, scalability, reliability, cycle time, contractor economics, and/or customer outcomes.
Strong financial and unit-economic acumen, including operating budgets, labor productivity, capital and expense tradeoffs, vendor and contractor economics, and ROI.
Strong vendor management and partner relationship skills, including contract oversight and management.
Ability to present complex issues effectively, communicate professionally with varied audiences, manage competing priorities, and make sound decisions in a changing environment.
Ability to travel 25–50% to company and customer locations in varying conditions.
Ability to work occasional evenings, nights, weekends, or holidays as required.

Nice To Haves

Telecommunications strategic leadership experience focused on Outside Plant / Construction.
Experience applying AI, automation, outsourcing, crowdsourcing, partnerships, or other new operating approaches to improve capability, scalability, speed, or economics.

Responsibilities

Lead network, construction, installation, and repair operations to deliver reliable service, quality workmanship, timely execution, and scalable operating performance.
Develop leaders, clarify accountability, and establish operating disciplines that produce consistent results without unnecessary executive intervention.
Own operating budgets and improve labor productivity, cost-to-serve, contractor and vendor economics, capital efficiency, and return on investment while protecting customer outcomes.
Ensure operations teams deliver on the company’s customer pledge; use customer feedback and service insights to improve the end-to-end experience and protect Twin Valley’s 70+ NPS.
Establish scorecards, dashboards, and quality assurance practices connecting network performance and operational activity to customer and financial outcomes; address root causes and track measurable improvement.
Oversee the operational effectiveness of technical systems and platform maintenance; evaluate technologies, products, features, AI, and automation to improve reliability, reduce manual effort, and expand capacity.
Translate company strategy into operating priorities, quarterly goals, resource plans, and cross-functional roadmaps; contribute to the long-term operating model and strategic roadmap.
Manage vendor and contractor relationships, contract oversight, and partner performance; evaluate outsourcing and crowdsourcing opportunities.
Represent Twin Valley with industry leaders, associations, strategic partners, and other broadband operators.
Build and maintain high-performing customer operations and technology teams, develop leaders, and establish operating systems that work without unnecessary escalation.
Communicate strategy, expectations, and complex technical and business issues; delegate, coach, cross-train, conduct regular one-on-ones and operating reviews, and support succession and shared decision-making.
Respond constructively to escalated customer concerns and use feedback, analytics, and industry practices to improve reliability and customer experience.
Organize competing priorities and workstreams, manage resources responsibly, meet commitments and quarterly goals, and support the company through other duties as assigned.
Safeguard confidential information, follow company policies, involve appropriate people in decisions, and demonstrate respectful, team-first leadership.
Travel 25–50% to company and customer locations; occasional evening, night, weekend, or holiday work may be required.