Director of Telecom Services

FiberRise is seeking an experienced Director of Telecom Services to join our growing team. The ideal candidate will have a strong working background in the FTTH/FTTP Telecommunications business and technology and be comfortable addressing and resolving complex problems. The ideal candidate is a customer-centric entrepreneur with strong business acumen and leadership skills, the ability and desire to build and maintain strong relationships, and the discipline to drive improvements and operational efficiencies.  Furthermore, the ideal candidate will help ensure all deliverables, deadlines, and budgets are met in a FTTH/FTTP infrastructure buildout.

Only qualified candidates that live in or are willing to relocate to the Knoxville, TN area will be considered.

Duties & Responsibilities

• Serves as champion for the customer and develops people and processes in a manner that enables FiberRise to deliver a premier customer experience.
• Supports and advances company core values and culture.
• Responsible for working with vendor, contracts, or internal resources to define scope and technical requirements.
• Manages budget and forecast.
• Responsibility for Commercial and Residential Sales and Customer Take-Rate, Customer Care, Technical Support, Installation and Repair, Core and Access Networks, and other areas critical to the success of the market.
• Sets market goals, measures performance against those goals and develops budgets and plans designed to achieve those goals.
• Develops and ensures the successful execution of compelling operational strategies and plans to improve market revenues, operational efficiency, and customer satisfaction.
• Monitors competitive activity and devises strategies and plans to retain customers and improve market advantage.
• Identifies and develops business cases supporting capital investments to support market objectives.
• Regularly and effectively communicates with customers, community leaders, team members, shared service colleagues, and company leadership regarding the Company and the market.
• Designs and ensures the proper execution of practices, processes, and other measures to ensure desired market results.
• Hires and develops a team of superior colleagues that are committed to the Company's core values and the success of the market.
• Manages and resolves (and work to minimize) customer escalations and ensures market colleagues are committed to envisioning and delivering premier customer satisfaction and are fulfilling that mission.
• Responsible for the following: development of milestones, schedules, costs, tracking the design, documenting, tracking issues and risks, and communication of market status to Company leadership.
• Performs other duties to ensure the success of the market.

Required Qualifications

• Bachelor’s degree in related field or equivalent combination of education and experience
• 10 years of job-related experience, with increasing responsibility in the telecommunications industry.
• Successful track record in managing a FTTH/FTTP telecommunications network.
• Advanced knowledge of installation, repair, central office, and outside plant functions.
• Knowledge of OSP engineering and functions.
• Must live in the market area.
• Must possess a valid driver’s license.

Desired Skills

• Strong customer orientation.
• Successful track record in managing budgets and forecasts.
• Demonstrated ability to build, develop, and continuously motivate highly effective teams.
• Ability to work either independently or as part of a larger team.
• Ability to organize and manage multiple priorities.
• Capable of designing and implementing employee training and development.
• Strong problem analysis and problem resolution skills.
• Strong leadership and interpersonal skills along with a strong work ethic, and the ability to work well under pressure and/or with deadlines.
• Excellent written and oral communication skills.
• Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint.