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MIDCO VP of Business Operations in Sioux Falls, South Dakota

Description

This position can be located anywhere in our Midco footprint of Kansas, Minnesota, North Dakota, or South Dakota, with the preferred location being Sioux Falls, SD.

JOB PURPOSE:

The Vice President of Business Operations is responsible for leading and directing all aspects of customer service and support for commercial customers with focus on delivering an exceptional customer experience, maintain a highly productive and engaged workforce, and driving operational excellence.

ESSENTIAL FUNCTIONS:

  • Design and implement strategies to continually improve and optimize the commercial customer experience throughout the customer journey.

  • Improve the quality of customer and employee relationships through a rigorous and consistent focus on effective training, employee empowerment, employee engagement efforts, and clear communication of success metrics and performance.

  • Represent the voice of the customer when collaborating with other departments to ensure an exceptional customer experience, continuous improvement, and clear visibility into customer impacting events.

  • Foster collaboration and productive relationships with the business sales leadership team through implementation of sales enablement best practices.

  • Foster a culture to inspire Midco’s missions, vision, values, and customer success.

  • Develop and implement strategies to optimize the workforce and organizational structure to deliver operational effectiveness and an exceptional customer and employee experience.

  • Influence commercial segment revenue growth by increasing overall customer and employee net promoter scores, reducing commercial client churn, and collaborating closely with sales leadership on the entire customer lifecycle.

  • Partner closely with leaders across operations and engineering to ensure processes are in place and followed for outage response communications, timely Mean Time to Repair (MTTR), and customer SLA guidelines are followed.

  • Measure effectiveness of the customer experience by tracking and reporting on metrics, patterns, and trends to drive optimal results for the entire business operations team.

  • Drive and attain key performance indicators including NPS, service level, quality, productivity, efficiency, reliability, first call resolution, response times, and resolution times across all customer channels.

  • Proactively provide high-level trends of customer issues to key stakeholders with quantified impact on the business and recommendations for improvement.

  • Develop a continuous improvement mindset within the business operations team with a focus on systems and process improvements that increase efficiency and effectiveness of the essential activities.

  • Build, direct, and develop high performing teams and employees through effective and efficient performance management.

  • Provide leadership, direction, training, and communication to group members while carrying out the essential elements of the company and operations group strategies, standards, policies, and processes to set and achieve desired goals and objectives.

  • Manage business unit budgeting and efficiency of operations; provide the direction and guidance necessary to assure the efficient and cost-effective operation within budget guidelines.

  • Adhere to and ensure compliance of all company and department policies and procedures, industry standards and all federal, state, and local regulations.

  • Advise executive management on customer-impacting issues, contingency planning, and risk management procedures.

  • Produce timely and accurate comprehensive reports and analysis for management as needed; communicate regularly with leaders across the organization regarding pertinent issues and activities.

  • Be ready, willing, and able to travel.

  • Adhere to Midco’s privacy guidelines to ensure customer privacy.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

  • Communicate effectively and professionally in all forms of communication with internal and external customers.

  • Maintain regular attendance to be available to provide direction and communication to team members.

  • Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all areas of responsibility.

  • Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects.

  • Possess strong problem solving and decision-making skills while using good judgment.

  • Multi-task and change from one task to another without loss of efficiency or composure.

  • Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers, and management.

  • Perform other duties as assigned.

EXPERIENCE AND EDUCATION:

  • Bachelor’s degree in business administration, operations management, or related field. Advanced degree preferred.

  • 10+ years of experience leading and directing a B2B support function.

  • Industry experience preferred but not required.

WORK ENVIRONMENT AND PHYSICAL & MENTAL DEMANDS:

  • The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 30 lbs.

  • The noise level in the work environment is moderate.

  • Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

ABOUT MIDCO:

Midco has been blazing trails since 1931, bringing innovation to the world of communications and delighting customers with exceptional service. Through ambition, imagination and a genuine commitment to each other, Midco fiber proudly serves more than 440,000 residential and business customers in 400 communities in Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin. By 2025, Midco will deploy 10G, the next great leap for broadband – while also expanding its fixed wireless network to rural areas. We’re also dedicated to making our communities better places to live, work and play. Ready to work at Midco? We thought so. Here are a few more reasons why Midco is one of the best places to work:

  • Free Midco internet & cable TV

  • Get involved: Midco supports volunteerism and community service

  • Generous 401(k) match and paid time away from work programs

  • And many more (https://www.midco.com/careers/benefits-and-culture/)

Visit MidcoCareers.com to learn about employment opportunities and apply today.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law. To view our full EEO and federal contractor supplemental posters, please refer to Midco.com/FederalPosters.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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