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VP, SERVICE ASSURANCE

Company: North State
Location: Charlotte
Posted on: August 7, 2022

Job Description:

Who are we?
We are Segra. We are one of the largest independent fiber network companies in the Eastern US. Segra has a broad and dense service footprint across the Mid-Atlantic and Southeast. We are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the
public sector, as well as wholesale transport services to some of the world's largest carriers. Our network features the latest advances in, IP, Ethernet, and dark fiber architectures, as well as high performance data centers throughout the Mid-Atlantic and Southeast regions. In addition, our network powers technology solutions such has Hosted Voice, Security and Cloud. We have engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities of our customers by hiring locally and continually upgrading our network infrastructure. We have over 900 employees in 90 facilities, including 14 sales offices in 44 markets. We exist purely to help businesses within our footprint be successful. Come join us as we continue to grow and provide our customers a superior customer experience.


Are you ready?

Segra is searching for a VP, Service Assurance to work within our footprint. The VP, Service Assurance
will have strategic, tactical, and operational responsibility for Segra's Network Assurance Organization. This position will support care, repair, and operations managers in their efforts to provide a differentiated customer experience. The VP of Service Assurance will lead geographically distributed teams in a 24x7x365 environment responsible for customer service and repair to include maintenance activities related to the lifecycle of telecommunications equipment, facilities, network operations center (NOC), network monitoring
center (NMC), customer technical support, and customer service. The position is often relied upon to provide input based on extensive experience in multiple disciplines from budgeting and contract negotiations to facility and network engineering to technical support initiatives. Thesuccessful candidate will understand complex business challenges and will support organizational leaders to define strategic solutions and execute cross-functionally to achieve objectives for creating and maintaining value for customers.

The ideal candidate for this role will be a team-centered leader with a passion for delivering a world class customer experience. In addition, the successful candidate will have a solid working understanding of strategic planning, finance, operations, engineering, and sales support to execute the responsibilities of this role.






Other Responsibilities:- Lead a customer centric organization by empowering teams to deliver an exceptional customer experience; - Instill and drive a culture focused on communication and responsiveness;- Build strong relationships of trust and collaboration cross functionally with Sales, Product, Service Delivery, and Engineering;- Manage, evaluate, and improve products, processes, communications, and tools supporting the organization;- Lead the effort to develop, define, maintain, and apply scalable policies, procedures and standards within Network Operations Center(s) including the Elite Support, and customer care;- Participate in, or lead, cross functional planning or implementation teams; -Oversee the status of projects, drive regular governance meetings, communication and updates to executive leadership;- Attract, develop, coach and retain high-performance team members, empowering them to elevate their level of responsibility and performance; -Build and maintain a highly motivated, well-trained, innovative, engaged and empowered workforce;-Set and communicate departmental goals and vision that advance overall Company objectives; -Develops strategies to achieve organizational goals; Understands organization's strengths and opportunities;Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Minimum Requirements:

-
- 12+ years of telecommunications experience within this discipline required;- Bachelor Degree in equivalent or related field required;-High level of technical acumen required;-Exhibits Leadership Qualities: Displays passion and optimism; Inspires respect and trust; Provides vision and inspiration to peers and subordinates; Mobilizes others to fulfill the vision.-Develops strategies to achieve organizational goals;-Understands organization's strengths & weakness; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.- Displays willingness to make decisions: exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; - Identifies and resolves problems in a timely manner; Gathers and Analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

- Strong written and oral communications required.

Keywords: North State, Charlotte , VP, SERVICE ASSURANCE, Executive , Charlotte, North Carolina

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