Manager, Broadband Operations

Manager, Broadband Operations

Port Orchard, WA

Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services—and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you’ll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Astound Broadband Powered by Wave is currently searching for a Manager, Broadband Operations in our Port Orchard, WA office. Manage daily operations of installation, repair and outside plant maintenance teams for cable, telephone and high-speed internet to ensure customers receive the highest level of customer service. Develop tools and practices for measuring, monitoring and evaluating individual and team performance to help improve departmental efficiency and customer response.

Where you will work:

This position will be based in Astounds location Port Orchard, WA office, and would be an in office/field role.

A Day in the Life of the Manger, Broadband Operations :

● Accomplishes department objectives by managing staff; planning and evaluating department activities.
● Maintains staff by recruiting, selecting, orienting, and training employees.
● Ensures a safe, secure, and legal work environment.
● Develops personal growth opportunities.
● Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.
● Coaches, counsels, and disciplines employees.
● Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
● Establishes strategic goals by gathering pertinent business, financial, service, and operations information.
● Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.

● Ensures positive and respectful work environment through positive reinforcement, modeling desired behavior, providing adequate work tools, and administering policies fairly and consistently.
● Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
● Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
● Contributes to team effort by accomplishing related results as needed.
● Coordinates annual budget reviews, monthly and quarterly reviews, and periodic forecast updates with operational and senior management.
● Oversee day to day, handle customer escalations 
●  Insure all FCC compliance and reporting
●  Oversee network/plant upgrades
●  Assist other departments with processes and procedures
● Understand, adhere to and ensure safety policies and/or protocols are followed.
● Manage, develop, coach, and motivate the Operations Supervisor Team
● Oversee scheduled performance reviews for operational support employees to assure they
have a strong understanding of their strengths and areas of improvement
● Cultivate and nurture a strong work culture
● Ensure a high professional standard is achieved supporting the activities impacting KPI and NPS scores across Technical Operations
● Actively support, promote and advance all aspects of Astound’s Diversity, Equity and Inclusion (DEI) goals and initiatives, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard and empowered to do their best work.
● On-call duties as assigned
● Other duties as assigned

What You Bring to the Table:

Education: High School Diploma or Equivalent

Valid driver's license and satisfactory driving record per the Fleet Policy

Experience:  5+ technical operations experience within telecommunications industry; 3+ supervisory/management experience within telecommunications industry

Desired Skills and Expertise:

• Analytical skills, organizational skills, strategic and tactical business acumen, ability to foster and develop relationships across multiple departments
•  Evaluate/train/motivate staff, ability to resolve conflict and navigate difficult conversations.
• Experience successfully leading and developing people.
• The ability to handle multiple projects and tasks
• The ability to maintain confidentiality
•  The ability to prioritize and organize effectively
•  The ability to make decisions and solve problems while working under pressure
• Understand FCC/OSHA/PUC regulations.
• Understand of Fiber Optic theory
• Understand of HFC, Advanced Video, and IP Networks
• Understand capital and operating budget process
• Understand, adhere to and ensure safety policies and/or protocols are followed.
• Record of accomplishment with program implementation, strategic planning, and managing across multiple important priorities. 
• Strong interpersonal skills exhibited in the form of relationship management, collaboration
• Strong written and verbal communication skills required, for both internal and customer facing communication
• Valid Drivers License required

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program ( after 1 year of employment up to $4,000.00 per calendar year)
• Employee discount program ( If in our serviceable area)

*Benefits listed above are for regular full-time positions.

The base salary range in Washington for this position is $80,000 - $100,000 plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to California and may not be applicable to other locations. 

Our Mission Statement: 

* Take care of our customers 

* Take care of each other 

* Do what we say we are going to do 

* Have fun

Diverse Workforce / EEO:

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf  

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)