Skywire Networks

Skywire Networks/Xchange Telecom (https://skywirenetworks.com) is one of the fastest-growing Internet and Network Service Provider in Greater New York with more than 2,000 lit buildings, 50 neighborhood hubs and relays, and a near-net footprint exceeding 350,000. We serve Residential, Enterprise, Small Business, and Government with gigabyte data, mobile, and hosted solutions. Skywire Networks/Xchange Telecom addresses the problem of poor fiber density in NYC in a multitude of ways by leveraging various edge technologies, including Fiber and Fixed Wireless Access.

Skywire is focused on the customer, with a clear value on the team who delivers on our commitments, with an eye on the future.

Owned by Nova Infrastructure, (https://www.novainfrastructure.com), Skywire is amongst a portfolio that includes transportation, energy transition, digital, and other sectors.

Vice President, Operations (Commercial & Residential)

As the Vice President of Operations, you will own the leadership of Field Operations (installs, repair, and maintenance), Warehouse, Dispatch, Service Delivery, and Customer Care (tier 1 and 2, and technical support), at Skywire Networks/Xchange Telecom. This senior leader, reporting directly to an executive role, will be responsible for ensuring end-to-end service delivery that provides exceptional customer experience. The candidate must possess a depth of senior-level accountability and collaboration within the telecom segment, with a focus on optimizing operational efficiency and customer satisfaction.

Responsibilities

  • Strategic Leadership: Develop and execute operational strategies for your respective areas that align with Skywire Networks/Xchange Telecom's mission and growth objectives. Lead these teams to drive efficiency, scalability, and exceptional customer experiences.
  • Operational Excellence: Oversee end-to-end service delivery, ensuring seamless processes across all involved functions. Ensure operational best practices are in place to optimize customer satisfaction, minimize delays, and ensure high-quality service.
  • Team Development and Leadership: Recruit, mentor, and retain top talent across your respective areas. Foster a culture of continuous improvement and professional growth. Lead cross-functional teams to ensure alignment with business goals.
  • Financial Management: Lead budgeting, forecasting, and long-term financial planning for your respective areas. Develop strategies to drive revenue growth while managing capital expenditures, cost of goods sold (COGS), and operational expenses (OPEX).
  • Performance Analysis and KPIs: Establish and monitor key performance indicators (KPIs) for your respective areas to assess operational effectiveness. Utilize data-driven insights to implement corrective actions and drive continuous improvement in service delivery and customer experience.
  • Cross-Functional Collaboration: Collaborate closely with sales, finance, and customer service teams to align operational strategies with business objectives. Participate in executive leadership meetings to provide insights and drive company-wide initiatives.
  • Vendor and Partner Management: Cultivate relationships with third-party partners, vendors, and contractors. Negotiate contracts and service level agreements SLAs to ensure optimal service delivery and a cost-effective approach.
  • Risk Management: Identify operational risks across your respective areas and develop mitigation strategies. Lead crisis management efforts to address service disruptions and maintain customer trust.

Required Key Experience

  • Service provider executive in the Telecom industry.
  • Operational strategy development and execution are paramount to the business, to create systems and processes with an organization that cares for growth, scale, and sustainability.
  • Experience across end-to-end: Hand-off from Sales to Billing.
  • Service delivery that optimizes the customer experience.
  • Flawless execution leading teams, peers, and external parties.
  • Technical knowledge of platform functionality, integration tools and applications, and service optionality.
  • Brings hands-on expertise in one or more of the following functions: Dispatch, Installation, Repair & Maintenance.
  • KPI understanding to track, monitor, report, and thorough analysis.
  • Senior executive presence and effective communication.
  • Private Equity portfolio company with interaction amongst Owners.
  • Budget, forecast, and long-range plan work.
  • Revenue Growth (gross and net) with cost strategy across capital, COGS, and OPEX.
  • Excellent track record to hire, train, and develop with broadening and succession at the forefront.
  • Internal team members.
  • Third-party partners.
  • Adherence with regulatory governance (Federal, State, Local).

Critical Attributes

  • Customer-driven in plans, execution, and leadership.
  • Solutions at the forefront of meeting the Customer needs and market demands.
  • Ability to drive purpose and sense of urgency.
  • Organized in thought, collaboration, and development.
  • Decisive outcome after understanding and thorough analysis.
  • Integrity and accountability.
  • Professional and respectful approach to each interaction.
  • Excellent written and verbal communication skills.
  • Multi-task capability.
  • Computer literate: Proficient in Word, Excel, PowerPoint, Salesforce, and other systems and applications that bring value to the role accountabilities and results.

Preferred Experience

  • Service Provider to Residential, Commercial, and Government Customers.
  • Executive in a highly competitive industry.
  • Participant in board meetings, and interaction with Private Equity owners.

Related Work Experience

  • Technical Operations experience: 8-10 Years
  • Enterprise operational experience: 5 Years
  • Project management experience: 5 Years
  • Management experience: 5 Years

Education

  • B.A. or B.S. Engineering, Mechanical Engineering, Business Administration, Management, or related field.
  • Master of Science, or equivalent preferred.
  • Six Sigma Certification, CTMP (Certified Telecom Management Professional), or relevant industry and vendor-specific certifications and training.
  • Prior military experience welcomed.

Benefits

  • Medical, Dental, Vision and Prescription Plans
  • Flexible Spending Accounts
  • Short- and Long-Term Disability
  • Supplemental Life and AD&D
  • 401(k) Retirement Savings
  • Employee Assistance Program
  • Time Off and Holidays

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