Director, Operations

THIS ROLE WILL BE BASED IN ONE OF OUR KEY MARKET REGIONS AND WILL REQUIRE REGULAR OVERNIGHT TRAVEL TO SUPPORT CONSTRUCTION PROJECTS.

WHO WE ARE

EPC was conceived and operates to provide anyone who desires to provide for their families through the work they do, an opportunity to do so. Everything we do revolves around the vision of a company that provides safe, quality work, driving customer demand that ultimately results in the creation of new job opportunities in the markets we serve. We focus heavily on our Core Values and expect all our employees to operate with those Core Values in Mind. These Core Values are Live Safe, Customer First, Do the Right Thing, Be at Team Player, and Be Productive.

WHAT WE’RE LOOKING FOR

This position is responsible for the strategic planning and design for their division and reports directly to the VP, Operations. This person is responsible for managing a client’s total expectations for the respective division. This position serves as the main point of contact and will facilitate all customer communication during the lifecycle of all projects and daily operations. The individual filling this position will be responsible for communicating all service management steps both internally and externally with the client. This position has supervisory responsibilities for all technical personnel and ensures that staff is well-trained and competent in all installation, troubleshooting, and safety procedures, including familiarity with customer equipment and practicing good customer relations. The Director is expected to foster good relationships with coworkers, customers, municipal leadership, and elected officials in the community.

WHAT YOU GET TO DO

• Provide all Customer communication during new and existing client projects.
• Find and bring on contractors required to do the job.
• Ensure that all service delivery milestones are met. Drive adherence to the prescribed schedule by working with Operations.
• Conduct kick-off calls for major projects as appropriate. Kick Off calls should include members of the Business Development, Finance, and Production teams.
• Responsible for the billing of their division and reviewing regular Profit and Loss updates (P&L).
• Communicate with the Customer at critical milestones in the Service Delivery cycle. Make sure that the Customer knows the status of their job.
• Promote teamwork.
• Perform customer outreach including collecting existing inventory, services, and technologies they currently utilize; review new available technologies and determine best solution based on customer requirements.
• Assist in writing content for customer transition plans and related documents to identify their specific network requirements; advise agencies on options as well as transition planning activities.
• Use working knowledge of telecommunications projects to work with the Operations Managers to define business requirements.
• Update spreadsheets and databases as required to maintain customer and vendor SPOC, email, phone number, and site information.
• Track QA/QC review provided by operations and construction teams.
• Identify and solve problems that could prevent service dates from being met.
• Directors are expected to reward, manage, and discipline employees, manage teams (direct and indirect), and recruit/hire appropriate teammates.
• Directors are expected to see the safety and security of all employees.
• Make sure all disciplines are tracked correctly in the ASANA and EPC App system.
• Coordinate and support all aerial and underground construction with internal and external parties.
• Direct and lead the OSP Construction Management Function for the deployment of services.
• Daily communication with the other EPC members coordinating project construction activities, administrative requirements, financial reporting, invoice approval, material handling, etc.
• Monitor quality assurance, schedule commitments, troubleshooting, and final turnover to operations.
• Work cross-functionally to design and build scalable construction, installation, and support processes for all current and future build phases.
• Innovate our means and methods with the potential to change industry standards.
• Production within budget and schedule constraints.
• Facilitate broad collaboration with clear communication and documentation with all parties.
• Participate in cross-functional meetings, identifying action items, and driving to successful completion.
• Build positive relationships and trust over time through strong on-time delivery of projects, high-quality continuous innovation, and by exceeding expectations.
• Analyze data using logic and reason to make sound decisions/recommendations.
• Strong organizational, project management, analysis, and communication skills.
• Ability to work well as a member of a highly integrated team.
• Ability to understand technical subjects and emerging technologies and relevance to the marketplace.
• Oversee the coordination of work tickets for new installations, service calls, and routine maintenance activities in the FTTH network.
• Manage contractor activity for installations including maintaining schedules and installing timeframes, OSP underground and overhead drop work, and quality assurance for the customer experience during the installation process.
• Direct and lead all in-house technicians and support staff for daily operations, maintenance, and support for the Telecommunications business.
• Manage the OSP Construction Coordinators for deployment.
• Oversee the Construction activity to ensure quality assurance, schedule commitments, problem resolution, and final activation required to transition the new network to operational status.
• Oversee local procurement and warehousing requirements to support the division and the construction project activity.
• Facilitate broad collaboration with all internal and external team members using clear communications, documentation, and a process driven management approach.
• Work closely with the Owners of EPC along with various other executive leadership to facilitate rapid growth, profitability, and stability of the division.
• Define, manage, and track scope, goals, and KPIs.
• Set and track milestones, assign team priorities and report regularly to the executive team.
• Track all metrics of installations, trouble tickets, outages, and after-hour maintenance.
• Provide support and coordination for local division P&L, budget creation and enforcement, scheduling, delivery, and team/talent development.
• Provide strong top-down support, including team building, individual development, relationship building, team cohesion, and leadership organization.
• Provide coaching, mentoring, and constructive feedback to managers, supervisors, and team members.
• Support all pole attachment Agreements & make ready requirements in the field as required.
• Flag any issues or emergencies to EPC Leadership and other Executives (as needed) as soon as they emerge and work through them to troubleshoot.

WHAT WILL HELP YOU STAND OUT

• Proficient knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Strong analytical skills, strong work ethic, results driven, and a keen focus on details in your work environment.
• Strong problem-solving skills.
• Ability to focus on details while still operating within tight deadlines.
• Highly effective communicator (verbal & written).
• Thorough knowledge of the telecommunications industry, products, and standards. Knowledge of outside plant, construction, fiber restoration, and splicing/testing is ideal.
• Valid driver’s license is required.
• Availability to work a flexible schedule per business needs.
• Proven leader of teams with experience management key financial metrics related to the team/site (P&L, budgets, capital projects, forecasting, etc.).
• Advanced knowledge of OSP Telecom Construction Management processes, means, and methods.
• Self-starter with limited need of supervision.
• Experience in design, engineering, permitting, pole applications, and/or construction production is preferred.
• At least 5 years of relevant experience is required.
• 10 years of relevant experience in telecommunications construction, utilities construction, or OSP is highly preferred.

WHAT WE ARE OFFERING

• Full-time opportunity in a fast-growth company!
• Opportunity to work autonomously. None of that micromanaging garbage. We hate that!
• Competitive pay
• Comprehensive benefits package (medical, dental, vision)
• Retirement benefits with company match
• Company paid time-off
• Weekly paychecks!
• Training & development opportunities

WHAT TO EXPECT

• Outdoors environment which may require exposure to elements, including but not limited to wind, rain, heat, cold, snow, sleet, mud, etc.
• Work within a normal office environment.
• May be required to stand, sit, bend, twist, and reach as part of the job.
• Extended periods of standing on your feet may be required.
• May be required to lift up to 80 pounds.
• Must be able to pass a background check, drug screen, or other job-related pre-hire screenings related to the job.
• Must be efficient at working around others but also working alone when required.
• Travel up to 50% of time may be required via air, train, bus, automobile, or other means as necessary.

Disclaimer: The above information on this description has been designed to include the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. We retain our right to at-will employment at all times and this job description is not meant to be intended as a contract or guarantee of employment at any time.