Position: COO – Business Operations Location: Miami

Reporting to: CEO Status: Full Time/Exempt

Org Chart:

As a new position within the company, this position is designed to oversee the restructuring of the Fireminds organization from a standalone IT integrator to an effective carrier grade Telco B2B central organization with oversight on all revenue in the ATNi B2B segment. The new organization will transform the way ATN’s international Telco B2B segment sell, deliver, and provide integrated business solutions and connectivity services to our customers in all ATN international markets (Bermuda, Cayman, Guyana & USVI)

Functions and Tasks:

• The COO – Business Operations will report to the CEO and will be expected to be an exemplary leader, have superb business acumen, have a sound understanding of business strategies, and have a clear understanding of the company’s core values and culture
• Provide direction and leadership to the individual departments of the company to provide specialized functional support and services to International Markets.
• Fireminds are responsible for setting guidelines and best practices for service delivery and customer operations to be implemented by Market teams. The COO – Business Operations will own this process.
• As part of the central management team for the international B2B segment, the COO – Business Operations will optimize the company's operating capabilities, employ strategies to maximize customer satisfaction, and help maintain the company’s image as a technological and business leader.
• Manage company and customer operations, Service delivery model – e.g., central v local / in-house v outsources.
• Manage and oversee business solutions technical support process implementation where appropriate (UCaaS, Cloud, SD WAN, NaaS & Cyber Security Services).
• The COO - Business Operations will assist in compiling the company's budget, and employ strategies to safeguard assets and maximize profitability and EBITDAM contribution.
• Design and implement support model and centralized FTE costs aligned and agreed by Fireminds Board which has Local Market oversight.
• Design and implement Helpdesk process and SLA management.
• Define process and oversight for resource utilization and productivity with responsibility for Service Now and/or Autotask output metrics.
• The COO-Business Operations will compile financial data, review financial reports, and control operational expenses
• Ownership of Fireminds HR and Performance management process and metrics (excluding sales).

Relationship Management:

Internal – Market Executives, Support Team, Project Managers, Consultants

External – Customers, Providers, Vendors

Team Management:

Senior Management / Central Leadership Team.

Responsibilities:

Hierarchical responsibilities:

• Headcount resources: 20 headcount.
• External resources: yes
• Consultancy services: yes.

Economical responsibilities:

• EBITDAM
• Direct Costs Optimization (Aligning operational org to committed / budgeted revenue).

Qualifications:

The successful candidate will posses or provides the following: 

• Master’s Degree in Operations, Information Systems, or another related field. Or equivalent work experience. 
• Typically has 7 to 10 years of IT work experience including managing team(s) responsible for infrastructure/network/telecommunications operations and support in multi-platform environments..
• Senior management / CXO experience in telecommunications operations. Typically manages and mentors’ supervisors, project leaders and/or technical staff. Works on multiple, complex projects as a project leader and a subject matter expert.
• Experience reporting to Board of Directors.
• Operational experience preferably working for IT consulting, management consulting, or technology solutions focused service provider(s) in several roles including technology strategy and architecture, service delivery management, and management of complex, global IT organizations OR equivalent experience with “buy side” (client) managing large scale, complex, operations in global or major Cloud, Shared Services or outsourced environments.
• Experience focused on transformation aspects including organization optimization, shared services, and operational improvement, and multi-party, onshore and offshore service delivery models.
• Significant knowledge of IT market trends and technology service provider’s capabilities and their implication on business strategy.
• Network Forensic Analysis: strong knowledge of network protocols, network analysis tools, and ability to perform analysis of associated network logs.
• Working knowledge of information technology, specifically applications and/or infrastructure strategy, operating models, solutions architecture, systems implementation and integration, service delivery, sourcing contracts, and service provider management.
• Experience managing Service Levels and Performance Indicators.
• Self-starter with strong technical skills and ability to learn new technologies quickly.