Senior Director, Technical Operations

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.

Essential Duties and 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.

Qualifications:

• 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

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.