Operations Manager
Ithaca, NY

Summary:

Position is responsible for the profit and loss performance of the defined system operation; works with Manager and functional leaders to ensure cultural and business objectives. The qualified person will oversee the day to operations related to all installation and service work as well as related activities.

Duties & Responsibilities

Essential duties and responsibilities include but are not limited to those listed below:

• Manages Field Service Supervisors, Technicians, and Partners (contractors) to ensure compliance with company guidelines regarding quality, customer service, safety, work-order completion and closeout and productivity requirements. Manages highly skilled individuals who look after the day-to-day operations of all network services
• Responsible for the training and development of department’s employees
• Participates in prompt resolution of escalated work orders
• Communicates effectively with customers, management, employees and installation and service partners (contractors)
• Assists in the development and management of the department’s operating budget in accordance with corporate guidelines
• Management responsibility for the day-to-day operations of the entire system
• Provides leadership and direction to local staff, including but not limited to hiring, disciplining, motivating and assessing management performance, and identifying developmental needs and solutions
• Position is responsible for direct supervision of system support positions including development, performance management and disciplinary actions as appropriate
• Reviews key measurement reports and financial statements to determine performance against objectives and then revises objectives and establishes action plans to meet objectives
• Verifies, monitors, and approves all expense and capital expenditures before submission to Manager
• Provides financial oversight of inventory purchases, tracking, inventory levels and controls and purchase order approvals
• Act as the liaison between the technical team and internal customers such as Marketing, Tech Ops, NOC, and Customer Care
• Investigate methods and procedures to better monitor our network and respond to issues
• Interface with operations and provide onsite assistance to ensure compliance with company standards network related equipment
• Update existing and develop new documentation
• Provide after-hours technical support and technical troubleshooting including providing proper escalation to corporate personnel
• Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

Bachelor’s degree (B.S.) from four-year college or university and seven to ten years of related experience including two years of operations management or equivalent combination of education and experience.

Experience/Skills Needed:

• Ability to work with mathematical concepts such as probability and statistical inference
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
• Ability to define problems, collect data, analyze data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Ability to handle confidential material and information
• Individual must be organized, able to multi-task under pressure.
• Must be able to read, write and speak English, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Demonstrated understanding of all aspects of service provider networks
• Five years of Service Provider network experience and/or training
• Ability to work with a diverse group of dedicated engineering professionals
• Understand and interpret data from various reports regarding network stability

Computer Skills:

• MS Office software, business or general ledger software, Internet, email, and database software as required.
• Knowledge with FTP, Telnet and SSH protocols

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Regularly required to talk and hear
• Frequently required to sit, stand, bend at the knees and waist, and walk
• Required to use hands to type, handle objects and paperwork
• Required to reach and hold on to items at chest level or reach above the shoulder
• Required to use close vision and be able to focus
• The employee generally works in an indoor office environment; attendance at evening or weekend company functions and events and/or public relations functions and events is expected
• Some travel may be required

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*