VP Operations

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