Director, Broadband Operations

Director of Broadband Operations

Great Lakes Energy and Truestream are seeking an experienced and forward-thinking Director of Broadband Operations to lead the daily operations of our growing fiber broadband business. In this role, you'll provide strategic and operational leadership across network operations, field operations, and service delivery functions to ensure reliable, efficient, and high-quality broadband services for residential and commercial customers. You'll lead talented teams, drive operational excellence, support customer growth and retention, and play a key role in advancing Truestream's mission of connecting communities through world-class fiber internet service.

Who We Are

For over 85 years, Great Lakes Energy has powered rural communities across 26 counties in western and northern Michigan. As the third-largest Michigan-based electric utility and the state's largest member-owned power company, we serve over 128,000 meters with pride. Beyond delivering reliable electricity, we are leaders in advanced fiber technology through Truestream, our communication solutions subsidiary.

At Great Lakes Energy, we prioritize enriching the lives of our community members and employees. With over 300 team members, we're more than just colleagues, we're a close-knit family, united by a shared vision of growth, innovation, and community service.

A Day in the Life of the Director of Broadband Operations

As the Director of Broadband Operations, your day may begin by reviewing key performance metrics, service delivery trends, customer experience data, and operational priorities across Truestream's broadband services. You'll collaborate with operational leaders to ensure network operations, field services, and customer-facing functions are aligned and performing at a high level while addressing any critical issues that require leadership attention.

Throughout the day, you'll work closely with teams across the organization to support service expansion, customer acquisition, retention efforts, and business growth initiatives. You'll coordinate operational activities with engineering, fiber construction, marketing, communications, and member services teams to ensure projects, resources, and priorities remain aligned with Truestream's strategic objectives.

You'll lead and develop managers, supervisors, and operational teams by providing coaching, direction, performance management, and professional development opportunities. Whether you're resolving escalated customer concerns, evaluating operational improvements, implementing new initiatives, or driving service quality enhancements, you'll foster a culture focused on accountability, teamwork, innovation, and exceptional service.

Before the day ends, you may review budget performance, evaluate vendor relationships, assess project milestones, or collaborate on regulatory and compliance matters. You might also participate in community events, industry meetings, or strategic planning discussions that support Truestream's continued growth and reputation as a leading broadband provider.

Who You Are

You're a proven leader who enjoys building high-performing teams, solving complex operational challenges, and creating exceptional customer experiences. You understand the importance of balancing technical excellence, operational efficiency, employee engagement, and business growth in a fast-paced and evolving industry.

You thrive in collaborative environments where strategic thinking and execution go hand in hand. Your ability to analyze information, make sound decisions, and inspire others helps drive strong results while maintaining a culture of accountability and service.

You have a passion for continuous improvement and understand the critical role broadband services play in connecting communities. Whether you're leading operational initiatives, supporting business growth, managing resources, or developing future leaders, you're motivated by delivering results that positively impact both customers and employees.

What You Bring

• Education and Experience: Bachelor's degree in Business Administration or a related field and at least ten years of relevant experience. Equivalent combinations of education and experience may be considered.
• Broadband Operations Expertise: Experience in broadband, telecommunications, ISP operations, or a related industry with strong knowledge of broadband networks, service delivery, field operations, operational processes, products, services, and supporting technologies.
• Leadership Experience: Demonstrated success leading teams with at least three years of supervisory or leadership experience, including coaching, performance management, employee development, and building a culture of accountability and collaboration.
• Business and Operational Acumen: Strong operational leadership, resource management, budgeting, project management, and decision-making skills, with the ability to drive continuous improvement and support strategic business objectives.
• Communication and Relationship Building: Excellent communication, collaboration, and relationship management skills with the ability to work effectively with customers, employees, vendors, contractors, community partners, and regulatory stakeholders.
• Technical and Regulatory Knowledge: Familiarity with applicable broadband regulations, compliance requirements, and industry standards, along with proficiency in Microsoft Office/365 and other operational technologies and software applications. Valid Michigan driver's license required.

What's in It for You?

You are valuable to us, and our benefits are here to show it. That's why we put employees first, your health, your family, and your development. We have a number of benefits, both traditional and progressive, to support you and your family through life's various stages. Here's just a taste of what we have to offer:

• The Essentials - We cover the cost of comprehensive health insurance. You'll be hard-pressed to find better for you and your family...seriously!
• Time to Spend - Generous paid time off (PTO) puts you in the driver's seat, letting you decide how to make the most of your time away from work.
• Better Health Through Better Living - Healthy employees are happy employees. Our diverse wellness program supports your physical, financial, and mental well-being.
• When Life Hands You Lemons - We know life doesn't always go as planned. That's why we offer life insurance, as well as short- and long-term disability insurance, fully paid by GLE to provide peace of mind when the unexpected happens.
• More Time with Your Baby - New parents get time off to bond with their new bundle of joy. Parental leave benefits provide two weeks of family-friendly paid leave for moms and dads to bond and care for their growing families. Growing your family through adoption? You're awesome! We may be able to help you with related expenses up to $2,000.
• Never Stop Learning - We hire talented people for a reason, and we want you to stick around. That's why we invest in your training and development. Whether it's advancing your education, learning new skills, or job shadowing another role, we're here to support your career growth.
• Riding Off Into the Sunset - Your future is important to us, and we've got the numbers to back it up. We offer two retirement savings plans for eligible employees, a traditional pension and a 401(k) option. Our participation rates are through the roof!