Senior Operations Manager

Job Description:

At Sparklight/Cableone and our Cable One 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.

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, MN, MO, MS, NC, ND, NE, NM, NV, OR, OK, PA, SC, SD, TN, TX, UT.

Sales Operations & Performance Management

• Develop and implement operational strategies aligned with company goals to improve sales effectiveness and efficiency.

• Monitor inbound/outbound call center performance, ensuring key performance indicators (KPIs) such as conversion rates, call quality, and revenue targets are met.

• Conduct capacity planning and cost-benefit analyses to optimize resources and drive profitability.

• Oversee the future-state tracking of call, ticket, and chat volume, ensuring accurate reporting and identifying trends for process improvement.

• Collaborate with senior leadership, marketing, finance, and workforce management (WFM) to streamline processes and maximize productivity.

• Leverage technology and data analytics to enhance reporting capabilities, refine call routing strategies, and optimize queue management.

Helpdesk & Process Optimization

• Lead and develop the Helpdesk team, ensuring timely resolution of agent inquiries, system issues, and operational support requests.

• Establish and refine ticketing systems to track and categorize internal issues, escalating trends that require process changes or system enhancements.

• Monitor Helpdesk response times, resolution rates, and agent satisfaction scores, implementing improvements where needed.

• Define SOPs (Standard Operating Procedures) for common inquiries, ensuring consistency and efficiency in responses.

• Work closely with IT, Sales Enablement, and Training teams to support system upgrades, troubleshoot technical issues, and facilitate smooth transitions during operational changes.

Leadership & Employee Engagement

• Provide coaching, mentorship, and career development opportunities for the Helpdesk and sales support teams.

• Drive a culture of accountability, innovation, and continuous learning, ensuring high engagement and performance.

• Implement training programs to enhance agent knowledge, problem-solving capabilities, and customer interactions.

• Maintain a strong team-oriented environment that fosters collaboration between Sales, Helpdesk, and cross-functional teams.

Strategic Planning & Continuous Improvement

• Evaluate and implement new technologies to improve operational efficiency and customer experience.

• Stay updated on emerging trends in call center management, identifying opportunities to enhance processes and productivity.

• Manage budget planning and resource allocation, ensuring cost-effective solutions without compromising service quality.

• Prepare and present operational reports and recommendations to senior leadership.

Qualifications:

• 3+ years of experience in call center operations, sales operations, or a related leadership role.

• Proven ability to analyze data, monitor performance metrics, and drive operational efficiencies.

• Experience managing a Helpdesk or support team, including ticketing systems and process improvement initiatives.

• Strong understanding of call center technologies, workforce planning, and CRM systems.

• Exceptional leadership, coaching, and team development skills.

• Ability to collaborate cross-functionally with sales, marketing, finance, and IT teams.

• Strong problem-solving and strategic thinking abilities to drive continuous improvement.

Core Competencies:

• Proactive: Anticipates challenges, drives change, and actively improves processes.

• Analytical: Uses data to inform decisions and optimize operations.

• Customer-Focused: Prioritizes agent and customer experience, ensuring smooth interactions and resolutions.

• Leadership-Oriented: Develops talent, fosters engagement, and builds high-performing teams.

• Innovative: Embraces new technologies and strategies to improve call center efficiency.

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)

• Vehicle provided for daily work purposes, if residing within reasonable radius from office location

We’re an Award-Winning Organization!

• Forbes’ “America’s Best Midsized Employers” 2021-2023

Why Join Us?
This is an exciting opportunity to play a key role in shaping the future of our call center sales operations. You will have the chance to lead a team, drive efficiency, and implement strategies that make a direct impact on performance and revenue. If you are passionate about operational excellence, data-driven decision-making, and team leadership, we want to hear from you!

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.