At 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.
The Manager of Internet Operations manages the IP Operations team, which is responsible for supporting residential and business internet customers, as well as the company’s internal routing and switching network.
We are open to hiring remote if we find the right talent in any of these states (AL, AK, AR, AZ, FL, GA, IA, ID, IL, IN, KS, LA, MN, MO, MS, NC, ND, NE, NM, OR, OK, PA, SC, TN, TX, UT).
What you will do to contribute to the company's success
Set forth below is a list of the essential duties and responsibilities (or "essential functions") of this position.

• Ensures high reliability and availability of all Router, Switch, Optical Transport, Cable Modem Termination System (CMTS) and Network Appliance infrastructure in the Cable One topology through effective incident, change, and problem management.
• Manages and prioritizes ticket queue(s) for incidents, problems, work orders and changes to meet Service Level Agreements (SLAs) and customer deadlines, in addition to providing associates with a balanced workload.
• Manages critical incidents affecting customers to a resolution while communicating progress to relevant stakeholders.
• Maintains a high level of customer satisfaction with internal customers (Local Offices, NOC, Technical Care Center, Business Services and other Technology Services departments) and external customers (end users of Internet, Video and Phone services).
• Manages relationships with vendors & other support organizations within the company to promote company goals.
• Works with Engineering, Operations and Architecture teams to transition and operationalize new technologies and products.
• Participates in the budgeting process. Makes capital requests, negotiates pricing, and purchases equipment and services from vendors.
• Ensures all projects, initiatives, and processes are in conformance with established policies and objectives.
• Works to improve processes and reduce waste and costs for the department and other parts of the organization that create value for the customer.

• Identifies opportunities to implement automation in an effort to eliminate or reduce repeatable tasks and work. Works with Product Technology teams to scope, prioritize, and implement automation opportunities.

Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, set forth below is a non-exhaustive list of requirements that are representative of the knowledge, skill and/or ability necessary to perform this position. Whenever practicable and, in accordance with legal guidelines, reasonable accommodation[s] will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.

• Associate's degree (A. A) or equivalent from two-year college or technical school; and two years related experience and/or training, specifically in managing technical and/or operations teams.
• Experience in managing a team with responsibilities over ticketing queues with a proactive approach to ticket reduction and process improvement preferred.
• Bachelor’s degree in a related field preferred.
• Valid driver’s license and a good driving record
• Six Sigma Green Belt preferred
• Lean IT Foundation preferred
• ITIL Foundation preferred
• This position requires up to 10% travel.
• Proven experience in collaborating with other support organizations to provide complete customer resolution required.
• High-level knowledge of the network topology and a firm understanding of how the technologies function.
• Proven experience in developing support infrastructures for new services.
• Knowledge of Communications products in the context of either MSO or Telco segment; Knowledge of other communications products desirable.
• Must be detail-oriented, organized, and a team player.
• Excellent computer skills, including the use of Microsoft Office tools.
• Must be adaptable to change and have the ability to manage projects with multiple initiatives and aggressive goals.

Supervisory Responsibilities
This position is directly responsible for managing up to seven non-supervisory associates. Carries out supervisory responsibilities of the IP Operations team in accordance with Company policies and applicable laws, including interviewing, hiring, training associates; assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems. Cultivates, pursues and promotes a culture of continued excellence through individual and team growth.
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 (match program starts after 1 year of service, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)
• Up to seventy-five dollars a month towards cable and internet services
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment

We’re an Award-Winning Organization!

• 2022 Forbes’ “America’s Best Midsized Employers”

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.
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Apply directly through our site:
https://cableone.wd1.myworkdayjobs.com/Cable_One_External_Careers/job/Remote-USA/Manager--Internet-Operations_R-101944

Job Type: Full-time

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