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GM of Commercial Services in Jacksonville, Florida, US at Hargray

Date Posted: 6/4/2019

Job Snapshot

Job Description

GM of Commercial Services – Hargray Fiber


Are you looking for a career where you get to plan, direct, and coordinate the sales and operations your own market in the telecommunications industry? Do you enjoy formulating policies, managing daily operations, planning the use of materials and motivating people to meet or exceed established sales goals? Then you should join the Hargray Fiber Team as a GM of Commercial Services!


The General Manager owns the market P&L and assumes leadership responsibility for all Hargray Fiber sales and operational aspects associated with the delivery of services to Commercial and Multi-Dwelling Unit (MDU) customers. This ideal candidate will be responsible for leading a market team to achieve/exceed revenue, operational, and customer satisfaction targets by overseeing the sales processes, account management, prospecting new opportunities, installation and maintenance of services, and nurturing/growing business with current customers.


The Company: For over 70 years, Hargray has been connecting customers to each other and the world, growing from a local phone company to an industry leader providing residential, business, enterprise, and carrier wholesale communications services. Our mission is to envision and deliver customer delight. In addition to our long history of dedication and commitment to our community, we offer benefits for your health, wealth, protection, well-being, time, and more. Our team of almost 600 colleagues across 8 locations is committed to excellence, delivering the most advanced technology and the best service for our customers.


Duties and Responsibilities: Including but not limited to the following.

  • Responsible for multiple operations supporting multiple support functions to include Sales, Operations, Customer Care, and Technical Support.
  • Responsible for day-to-day operations.
  • Acts as the community relations and business engagement leader for the market in order to advance the brand.
  • P&L responsibility for assigned market; must meet or exceed established revenue and profitability goals.
  • Works with key stakeholders regarding sales/marketing efforts and the creation of an overall customer strategic plan. Significant day-to-day autonomy and ability to make decisions consistent with sales and operations plans and budgets.
  • Creates and monitors accurate revenue, compensation and operating expense budgets and forecasts.
  • Manages staff working under direct or indirect supervision; conducts regular and frequent performance planning, coaching and evaluation.
  • Aligns performance metrics to support the achievement of business, department, and team goals. Works closely with staff to ensure consistency and accuracy in reporting, measuring, and monitoring new build and commercial opportunities.
  • Researches and documents journey maps of customer experiences across all phases of market’s operations, such as initial signup, seeking information, or problem resolution.
  • Oversees the implementation of core strategies that deliver improvement in key metrics of customer satisfaction.
  • Leads teams to deliver strategic programs, channel programs, operational support, insight, and effective communication of the customer experience internally.
  • Manages projects that drive improved customer experience, process improvement, and cost reduction throughout the full customer lifecycle, including deploying and executing identified deliverables.
  • Manages customer escalations.
  • Implements a strategic communication infrastructure for customers.
  • Ensures the client focus, goals and objectives are achieved.
  • Works with assigned client aligned leadership to improve/standardize processes and to help resolve issues.
  • Works with key stakeholders regarding sales/marketing efforts for new business development and creation of overall client strategic plan.
  • Partners with key stakeholders on identification of new business leads and revenue generation.
  • Builds strategic project plans, and review training and communication plans.
  • Manages existing contracts including change orders & related projects.
  • Assists with new contract negotiations.
  • Attends meetings as the Customer Experience representative in order to ensure the successful execution of go-to-market projects.
  • Identifies and provides insight into the development of business processes across the company from the Customer Experience perspective.
  • Works closely with Corporate/Legal to ensure that all contractors/vendors meet all Company guidelines for Certificate of Insurances and Company Master Agreements.
  • Performs other duties as assigned to ensure successful operation of the market.



Job Requirements

Minimum Qualifications: Only candidates who meet the minimum qualifications will be considered.

  • Bachelor’s degree in related field or equivalent experience.
  • 5+ years’ experience with increasing responsibility in telecommunications or another related industry or MBA.
  • Successful track record in managing budgets and/or P&L responsibility.
  • Ability to utilize and analyze metrics.
  • Demonstrated ability to build, develop and continuously motivate highly effective teams.
  • Strong customer orientation.
  • Ability to organize and manage multiple priorities.
  • Capable of designing and implementing employee training and development.
  • Strong problem analysis and problem resolution skills.
  • Excellent written and oral communication skills.
  • Proficient use of computer programs, including Microsoft Word, Excel, and PowerPoint.


EOE/ Disability


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