Manager - Broadband Services

NISC develops and implements enterprise-level and customer-facing software solutions for over 960+ energy cooperatives and communication organizations across North America. Our mission is to deliver technology solutions and services that are Member-focused, quality-driven and valued-priced. We exist to serve our Members and help them serve their communities through our innovative software products, services and outstanding customer support. We are an AI-forward company committed to being a technology leader in our industry. NISC has been ranked in ComputerWorld’s Best Places to Work for 23 years, and we are looking for qualified individuals to join our team. 

Primary Responsibilities:

The Manager is responsible for leading the Broadband Services implementation teams, including Asset & Ticket Management, ETL data conversion, and Provisioning. This position is responsible for strategic leadership for departmental operations, financial performance, and growth initiatives while ensuring the successful development, implementation, and support of Broadband Services solutions. The Manager collaborates closely with internal leaders and cross-functional teams, maintains strong relationships with NISC Members, customers, vendors, and partners, and is responsible for Member satisfaction with NISC solutions. This position reports to the Vice President of the Broadband Services Division.

Essential Functions:  

• Participate with executive management in setting the strategic direction of the department.
• Translate the division’s strategic and tactical business plans into department operational plans.
• Work closely with implementation teams, product, and development teams.
• Collaborate with the management team to develop and implement effective plans for the operational infrastructure of systems, processes, and personnel.
• Design and implement systems and procedures including ETL data to maintain quality and technical excellence in implementation of NISC solutions.
• Design and implement systems and procedures to promote and maintain customer service excellence.
• Monitor all operations and provide timely, accurate, and complete reports to the division Vice President summarizing division operations.
• Evaluate the effectiveness and member adoption of NISC's products and provide insights and recommendations to the Division Vice President and NISC's product teams.
• Manage relationships with Members/customers to ensure exceptional customer satisfaction and provide timely, accurate, and complete reports to the division vice president on the status of Member relationships.
• Collaborate with management team to prepare strategy, budgets, and timelines for software development.
• Remain apprised of relevant industry information and trends, regulatory changes, and emerging technologies impacting areas of assignment.
• Collaborate with sales team(s)/account management team to deliver Member proposals and contracts, including pricing.
• Support and collaborate with the Member Value Team.
• Prepare budgets for the department and manage operations within budget guidelines.
• Foster an atmosphere that promotes the expectation of innovation, effective problem solving, and a can-do attitude.
• Hire, train, develop and coach staff effectively, including taking timely corrective action as necessary.
• Create and assist with creating SMART goals that are in alignment with strategic direction of the Division and the Company for each person within the Operations Implementations team. 
• Position employees to maximize individual development, contribution, and success.
• Provide professional and technical mentoring and training to division staff.
• Establish a succession and talent development strategy for key positions in the department.
• Coordinate and oversee training of division staff members. 
• Foster a positive team environment that supports strong employee morale, engagement, and retention.
• Partner closely with Account Managers to align on Member needs, support client relationships, and ensure successful delivery of services and solutions.
• Leverage generative AI tools and technologies to enhance productivity, creativity, and problem-solving within the scope of the role.
• Other duties as assigned.

Desired Job Experience:

• Generally, requires 10-15 years of relevant experience, including 7 years in a leadership or supervisory role. Previous experience in the Broadband industry is a plus.
• Mastery of Project Management processes and theory.
• Mastery of Service Level Management (SLM) best practices.
• Advanced knowledge of the Broadband industry, including operational, technical, and business requirements.
• Ability to have a comprehensive knowledge of all applications supported by direct reports or integrated with NISC solutions.
• Superior verbal and written interpersonal and communication skills.
• Superior presentation and training skills.
• Superior research and problem-solving skills.
• Proven ability to lead and mentor people, set clear expectations, and manage employee performance.
• Strong Member orientation.
• Ability to think strategically and engage in long-term planning.
• Ability to negotiate and collaborate effectively.
• Ability to deal with personnel conflict effectively.
• Ability to manage the day-to-day operations of a team engaged in a high volume of work.
• Ability to organize and manage multiple priorities within critical deadlines.
• Ability to identify key performance indicators and define sound business process.
• Ability to maintain the highest level of professionalism, ethical behavior, and confidentiality.
• Ability to travel as often as necessary to meet the goals and objectives of the position
• Commitment to NISC's Statement of Shared Values.

 Desired Education:

• Four-year degree in business-related field or comparable experience.

Minimum Physical Requirements:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Generally, employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Disclaimer:

• Management may modify this job description by assigning or reassigning duties and responsibilities at any time