Vice President of Operations

Description

The Vice President of Operations develops and executes strategies that position Twin Valley’s network, construction, installation, and repair teams to implement company plans, achieve industry-leading operating performance, and deliver on our Pledge of a reliable network and exceptional customer experience. This role leads the Director of Network Operations and Director of Broadband Operations, builds capable leaders and scalable operating systems, and connects operational decisions to financial and customer outcomes.

Success means improving productivity, cost-to-serve, contractor economics, capital efficiency, and reliability without sacrificing customer experience. The VP challenges traditional ways of working through AI, automation, outsourcing, crowdsourcing, and partnerships, and represents Twin Valley credibly with industry leaders and strategic partners. 

Key Accountabilities:

· Operational Excellence: Lead network, construction, installation, and repair operations to deliver reliable service, quality workmanship, timely execution, and scalable operating performance.

· Leadership Development: Build capable leaders, clear accountability, and operating disciplines that produce consistent results without unnecessary executive intervention.

· Unit Economics: Own operating budgets and improve labor productivity, cost-to-serve, contractor and vendor economics, capital efficiency, and return on investment while protecting customer outcomes.

· Customer Experience: Ensure operations teams deliver on our Pledge; use customer feedback and service insights to improve the end-to-end experience and protect Twin Valley’s 70+ NPS.

· Performance Management: Establish scorecards, dashboards, and quality assurance practices that connect network performance and operational activity to customer and financial outcomes; address root causes and track measurable improvement.

· Operational Innovation: Own the operational effectiveness of technical systems and platform maintenance; evaluate technologies, products, features, AI, and automation that improve reliability, reduce manual effort, and expand capacity.

· Strategic Execution: Translate company strategy into operating priorities, quarterly goals, resource plans, and cross-functional roadmaps; contribute to the long-term operating model and strategic roadmap.

· External Partnerships: Manage vendor and contractor relationships, contract oversight, and partner performance; evaluate outsourcing and crowdsourcing and represent Twin Valley with industry leaders, associations, and other broadband operators.

Capabilities for Success:

· Broadband Operations Expertise: Applies meaningful outside plant (OSP), construction, field, and network operations experience to evaluate technical and business trends, guide platform maintenance and technical system decisions, and earn credibility with experienced operators.

· People Leadership and Capability Building: Communicates strategy, mission, vision, values, and role expectations; delegates effectively, develops leaders, provides coaching and cross-training, and strengthens succession and shared decision-making. Uses regular one-on-ones, field engagement, operating reviews, and timely evaluations.; handles discipline and terminations compassionately and in accordance with company policy.

· Financial and Data-Informed Judgment: Connects operational choices to budgets, unit economics, capital and expense tradeoffs, and ROI. Uses scorecards, dashboards, and supporting information to assess risk, identify trends, address root causes, and make sound decisions.

· Cross-Functional Influence and Communication: Builds productive relationships and win-win outcomes, clarifies responsibilities and handoffs, and aligns teams around shared roadmaps. Communicates complex technical and business issues clearly in writing, meetings, and presentations, and represents Twin Valley credibly with executives, boards, vendors, partners, and industry peers.

· Technology, Adaptability, and Learning Agility: Evaluates new technologies, products, features, and partners thoughtfully. Explores AI, automation, outsourcing, crowdsourcing, and other forms of leverage; tests new approaches responsibly and turns learning into measurable operating results.

· Customer-Centered Leadership: Sets expectations for ownership, professionalism, and service quality; responds constructively to escalated customer concerns and uses feedback, analytics, and industry practices to improve reliability and customer experience without relying on cost reduction that damages service.

· Planning and Dependable Execution: Organizes competing priorities and workstreams, manages resources responsibly, meets commitments and quarterly goals, and supports the company through other duties as assigned. Demonstrates initiative, attention to detail, resilience, and sound judgment under pressure.

· Professionalism and Integrity: Safeguards confidential information, treats others with respect, listens well, follows company policies, involves appropriate people in decisions, and demonstrates a team-first, humbly confident leadership style.

Requirements

You will meet the following educational, licensing, certification and work experience requirements:

· Bachelor’s degree in business administration, engineering, or a related field.

· 8-10 years of experience in a telecommunications strategic leadership role.

· 15 years of experience leading teams of various sizes.

· Meaningful OSP, construction, and/or field operations leadership experience and the ability to guide network, construction, installation, and repair operations.

· Demonstrated success building and maintaining high-performing teams in customer operations and technology, developing leaders, and establishing operating systems that perform without unnecessary escalation.

· Evidence of measurable operating improvement in productivity, cost structure, scalability, reliability, cycle time, contractor economics, and/or customer outcomes.

· Strong financial and unit-economic acumen, including operating budgets, labor productivity, capital and expense tradeoffs, vendor and contractor economics, and ROI.

· Strong vendor management and partner relationship skills, including oversight and management of contracts.

· Ability to present complex issues effectively, communicate professionally with varied audiences, manage competing priorities, and make sound decisions in a changing environment.

· Ability to travel 25-50% to company and customer locations in varying conditions. Occasional evening, night, weekend, or holiday work may be required.

Preferred:

· Telecommunications strategic leadership experience focused on Outside Plant / Construction.

· Experience applying AI, automation, outsourcing, crowdsourcing, partnerships, or other new operating approaches to improve capability, scalability, speed, or economics.

You will follow TVFC’s Core Values:

1. Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique.
2. Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves.
3. Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation.
4. “Team First” Initiative - Proactively helping one another, taking individual accountability for the success of the whole team.
5. Continuous Improvement – Daily improvement matters. Bold ideas move us forward.