Senior Director, Regional Operations NorthcentralSparklightSioux City, IA
Job Description: At Sparklight, a Cable One brand, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. The Senior Director, Regional Operations will lead a regional team developing customer growth and retention strategies, delivering a reliable product and customer experience, building excellent community and government relationships, and identifying opportunities for future expansion and growth. They will collaborate with corporate business partners to ensure alignment with overall company objectives, drive efficient processes, and create an inclusive culture consistent with Cable One's values. The Senior Director, Regional Operations will be at the forefront of understanding and addressing the needs of our customers. They will serve as advocates, ensuring that every decision made is rooted in enhancing the customer experience and delivering exceptional value. In this role, you will play a pivotal role in driving subscriber growth initiatives. This includes implementing targeting strategies to attract new subscribers, retain existing ones, and foster long-term loyalty. Building strong ties within our community is essential to our success. Senior Directors will actively engage with local stakeholders, organizations, and leaders to strengthen our presence and contribute positively to the communities to which we operate. The Senior Director, Regional Operations will develop, coach, and mentor Director(s) of Regional Operations, the Director of Technical Operations, and the Director of Regional Marketing within region. Expected to travel approximately 25% of the month, ensuring regional performance of systems within the geographic region, the Senior Director, Regional Operations will have a clear set of KPIs focused on growth, operational performance, customer satisfaction (NPS/CSAT) and associate development within region. Primary KPIs include growth, penetration, churn, new development opportunities, and budget for the region. Additionally, the Senior Director of Regional Operations, is responsible for optimized team performance (including but not limited to repeats, MIDS, CSI, Red Nodes, and Mobile App Downloads, etc.). The Senior Director, Regional Operations will partner and influence the Director of Regional Outside Plant Engineering and Construction (with a concentrated focus on target Market Expansion driving regional growth) and the Customer Service Manager (emphasizing an enhanced customer experience) within region. With an annual marketing budget, the Senior Director of Regional Operations, is additionally accountable for driving subscriber growth, directing and supporting the work of the Director of Regional Marketing, supplementing enterprise-wide marketing with targeted local efforts generating growth. A leader with a proven track record of producing excellent performance results through effective strategy implementation and proactive KPI management, who has a competitive mindset and is eager to help guide Cable One into the future. Success in this role will be measured on a regular cadence by the Senior Director's ability to meet or exceed annual budget commitments, drive progress on critical operating KPIs, and demonstrate effective leadership. What you will do to contribute to the company's success Collaborate with corporate business partners to set and achieve regional customer and financial growth targets Oversee the development of regional strategies to achieve residential Internet growth goals, providing guidance and support to team leadership assessing opportunities for increasing sales, building brand awareness, and identifying new build and market expansion opportunities Establish overall operating practices, priorities and KPIs that measure and improve the effectiveness and efficiency of technical operations in service to the customer as their needs continue to evolve Infuse a competitive mindset and support local teams in the development of disciplined competitive plans that align with overall company goals but also enable swift action to appropriately defend Cable One's market position Advocate for customers and create a consistent, neighborly experience that ensures their needs are met and feedback is addressed promptly Partner with the Director of Regional Marketing to coordinate the development and implementation of marketing and sales strategies, ensuring the local voice of the customer and local competitive outlook are understood and integrated into all planned activities Collaborate with the Director of Regional Outside Plant Engineering and Construction on major infrastructure projects and network expansion plans within region Monitor, measure, and analyze regional operating KPIs, assessing opportunities and addressing issues in a timely fashion Foster a collaborative and supportive work environment, encouraging cross-functional teamwork and knowledge sharing, ensuring the organization is focused on execution with an agile mindset Have a continuous improvement approach, seeking to eliminate unnecessary process and maximize for efficiency throughout Key Attributes Leadership- Creates energy to secure promise of positive change, inspires others and instills confidence with credible knowledge and personal commitment, communicates directly about priorities and direction, practices kind candor Intellectual Curiosity- Has an innate desire to learn, questions the status quo, and has a genuine passion for acquiring knowledge to better themselves and the organization Growth Mindset- Encourages continual evolution, comfortable not being expert in everything, proven ability to empower others, fosters environment of open communications, receptive to ideas, challenges, risks Courage & Independent Thinking- Asserts themselves when it is least comfortable to do so, gives voice to minority opinions, perseveres through adversity Communication Skills- Able to skillfully communicate to different internal and external audiences across a wide variety of circumstances, comfortably handles Q&A and is media savvy, creates compelling and authentic narratives that drive understanding and inspire engagement Stakeholder Influence- Understands and balances the at times competing needs and goals of multiple stakeholder constituencies, builds effective relationships and partnerships through collaboration, acts fairly and in good faith Critical Competencies Vision and Strategy- Creates a compelling, business-relevant vision for the organization, leads with a strategic and competitive mindset to create long-term value for all stakeholders, anticipates future possibilities and shapes operating plans to secure the best possible outcomes. Associate Centricity- Vigilant about putting associates first and ensuring they are supported, encouraged, and their ideas are requested and heard when making decisions about future business practices, products, or services. Customer Centricity- Vigilant about developing solutions based on customer insights and creating a customer experience that fosters customer loyalty. Financial and Operating Savvy- Proven track record of consistently delivering upon financial and operating goals. Offensive and Defensive Agility- Translates competitive mindset into actionable strategies, with the ability to play both offense and defense as needed to achieve organizational goals. Data-Driven Decision Making- Harnesses the power of data and business intelligence to inform and influence critical decisions, balancing objective inputs with executive experience. Qualifications: 5-8 years of experience in senior leadership roles within the telecommunications industry, leading a large market, with ability to scale multiple systems to a subscriber base of 90,000 to 225,000 Proven ability to drive subscriber growth, limit churn, and optimize penetration in a diverse set of markets Prior experience outside of Operations, including prior experience in leading local Sales/Marketing efforts and Market Expansion at local level Ability to plan and execute strategic market expansion with strong IRR at local level Experience leading marketing, direct sales and localized campaigns driving subscriber growth at system level Strong strategic planning and analytical skills, with the ability to develop and execute complex operational strategies Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team of professionals Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and senior executives Experience in budget management, KPI development, and performance measurement Knowledge of telecom infrastructure, technology, and market trends Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously Bachelor's degree in Business Administration, Telecommunications, or related field. Benefits Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as: Medical, dental, and vision plans - start when you start! Life insurance (self, spouse, children) Paid time off (vacation, holiday, and personal/sick days) 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation) Group Legal plan with Identity Theft Protection Additional Perks Tuition reimbursement (up to $5,250 on 1st year) Annual community support to various organizations across the U.S. Associate recognition & awards programs Advancement opportunities Collaborative work environment FREE Cable One services for associates who live in a serviceable area We're an Award-Winning Organization! Forbes' "America's Best Midsized Employers" 2021-2023 Our Commitment Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day. Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. Pre-hire Processes Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career. #LI-XY1
Posted 1 week ago