Manager, Advanced Commercial Services

Job description

Job Description: At Sparklight/Cable One and our family of brands, 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. Join the Advanced Commercial Services team as the Manager, Advanced Commercial Services. In this role, you will be responsible for the leadership, operational performance, and continuous improvement of the Commercial Provisioning and Advanced Service Delivery organization. This position oversees the successful implementation and activation of advanced commercial solutions, including Unified Communications, managed services, cloud services, voice, data, security, and emerging technology offerings. We are open to hiring remote if we find the right talent in any of the following states: AL, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MD, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT. What you will do to contribute to the company's success Lead, develop, and mentor the Commercial Provisioning team and related operational staff. Establish performance expectations, key performance indicators, and accountability measures aligned with company objectives. Foster a culture of customer service, collaboration, innovation, operational excellence, and continuous improvement. Oversee the end-to-end provisioning, activation, and implementation of advanced commercial services. Ensure timely and accurate delivery of Unified Communications, managed services, cloud solutions, voice, data, networking, security, and emerging service offerings. Develop and maintain service delivery standards, workflows, controls, documentation, and operational procedures. Monitor provisioning performance, order flow, service activation intervals, customer onboarding success, escalation resolution, and service quality metrics. Drive initiatives that improve service delivery efficiency, provisioning accuracy, scalability, quality, revenue enablement, and customer satisfaction. Collaborate with Sales, Product, Engineering, Operations, Project Management, Customer Success, and Technical Support to support delivery readiness and a seamless post-installation customer experience. Serve as an escalation point for complex customer implementations and service delivery challenges. Identify operational risks, recurring issues, and process improvement opportunities; implement mitigation strategies and corrective actions to protect customer experience and business continuity. Other duties and/or responsibilities not specifically set forth above may be assigned as needed. Qualifications Bachelor’s degree in Business Administration, Telecommunications, Information Technology, Engineering, or related field preferred; equivalent experience may be considered. Five or more years of telecommunications, managed services, service delivery, provisioning, customer implementation, network operations, or related operational leadership experience preferred. Two or more years of people leadership experience managing, coaching, or supervising technical, provisioning, or service delivery teams preferred. Demonstrated experience leading or supporting commercial implementation and provisioning organizations. Strong knowledge of Unified Communications, VoIP, UCaaS, managed services, networking, cloud technologies, security services, and enterprise customer environments preferred. Experience developing operational processes, key performance indicators, dashboards, reporting frameworks, quality controls, and performance management programs preferred. Strong analytical, financial, project management, communication, leadership, and stakeholder management skills required. Experience in a telecommunications service provider, cable operator, managed service provider, or enterprise technology services organization preferred. Knowledge of UCaaS and CCaaS platforms, SD-WAN solutions, managed network and security services, cloud connectivity services, enterprise voice, and collaboration technologies preferred. Professional certifications such as PMP, ITIL, Cisco, Microsoft, CompTIA Network+, SCTE, or NCTI certifications preferred. Core Competencies Committed: Values each and every customer, while working hard to keep their business and support our communities. Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding. Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations. 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 Up to $75/mo. Stipend Remote Access to select premium channels (Cable One, Sparklight, Cable America and ValueNet Fiber Only) 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