Manager, Wireless Access

Manager, Wireless Access

Location: Seattle, WA

Astound Broadband, the sixth-largest telecommunications provider in the United States, is a leading supplier of cutting-edge technology and communications services-and applicants like you make it all possible. To develop your career, we provide one-on-one training and coaching, a supportive work environment and the opportunity to represent a superior telecommunications company.

Additionally, we offer a robust benefits package, including rewards, recognition and employee discounts to ensure your continued success. With us, you'll stay empowered to do your best work by creating astounding possibilities for local communities and beyond.

Astound is hiring a Manager, Wireless Access for our Seattle market. The Manager, Wireless Access will define, collaborate, and manage various aspects of the organization with different stakeholders. This role will manage the Customer Success team while supporting the Astound NDT Teams, Network Ops, and NOC Ops teams. This role will also manage product migrations within Astound.

Where you will work:

• This position will be based in Astounds Seattle, WA office

A Day in the Life of the Manager, Wireless Access:

• Manage, document, and define team needs; set and implement goals with stakeholders.

• Act as the escalation path to define and address systemic issues within the organization.

• Engage appropriate escalation contacts for high priority incidents as outlined in escalation processes and procedures.

• Collaborate with cross-functional teams to define project scope, goals, timelines, and deliverables.

• Manage new deployment efficacy and connect those milestones from NDT back to the org.

• Managing transition management for Astound Backhaul systems, NMS, and Alerting.

• Manage and run weekly team meetings.

• Work daily to support the team needs, and bring forward to the VP and other project managers issues that are present and the priorities solutions.

• Be a subject matter expert for both internal and customer facing products.

• Collaborate with the CST team to find areas of improvement with the org and solve for objectives and improving key results (OKRs).

• Provide support during the enrollment process of new hires to aid in training of team tools.

• Lead, mentor, and guide direct reports and team members to promote professional growth and development.

• Accomplishes department objectives by managing staff; planning and evaluating department activities.

• Maintains staff by recruiting, selecting, orienting, and training employees.

• Coaches, counsels, and disciplines employees.

• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.

• Provide on-call assistance for all teams where needed.

• Other duties as assigned

What You Bring to the Table:

• Possess the ability to act independently within structured guidelines to ensure issues are resolved successfully.

• Strong interpersonal skills with the ability to relate to customers, peers, and management.

• Demonstrates a thorough knowledge of WiFi and data products and services.

• Ability to learn and retain new information and concepts quickly.

• Demonstrates ability to diagnose and solve problems.

• Exhibits the ability to follow directions and follow through on processes and procedures.

• Displays proven good judgment and proactive decision-making skills.

• Must possess the ability to adapt to change.

• Strong communication by telephone, written correspondence, and in person.

• Must have the ability to stay focused and remain composed during peak periods & when dealing with challenging customers and situations.

• Must demonstrate excellent attendance & punctuality.

Education and Certifications:

• High school diploma or equivalent, continuing education Preferred

• Minimum of 5+ years in a fast paced telecommunications or information technology focused customer service related environment with 2+ years of direct leadership experience.

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k retirement plan, with employer match

• Insurance options including: medical, dental, vision, life and STD insurance

• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization

• Floating Holiday: 40 hours per year

• Paid Holidays: 7 days per year

• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws

• Tuition reimbursement program

• Employee discount program

• Benefits listed above are for regular full-time positions

The base salary range in Washington for this position is $65,000 - $80,000 plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Washington and may not be applicable to other locations.

Our Mission Statement:

• Take care of our customers

• Take care of each other

• Do what we say we are going to do

• Have fun

Diverse Workforce / EEO:

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf