VP/GM, Commercial Services, Hargray Fiber in Jacksonville, FL at Hargray

Date Posted: 8/9/2019

Job Snapshot

Job Description

VP/GM, Commercial Services – Hargray Fiber


Are you passionate about making a difference in people’s lives?  Are you motivated to learn and connect people with cutting edge technology?  Do you go the extra mile to provide customer delight? Then you should join the Hargray Fiber team as the Director of Community and Media Relations!


The VP/GM of Commercial Services leads the Hargray Fiber Sales and Operations Teams for Commercial Services to achieve and exceed revenue, operational, and customer satisfaction targets. Provides strategic direction and ensures the success of the sales processes, compensation plans, account management and new prospect development, customer care and service delivery. Continually identifies, develops and executes a broad range of strategic initiatives to drive revenue in new sales and up-sell existing customer base. Plays a lead role in hiring and developing sales and operational leadership and staff.  Establishes go-to-market strategies (territories, account assignments, strategic account planning, etc.) and partners with leadership team to identify product service price points and deliver competitive analysis.


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.

  • Leads multiple functions to include Sales, Operations, Customer Care, and Technical Support in support of Commercial Services.
  • Ensures the clients’ goals and objectives are achieved.
  • Leads teams to deliver strategic programs, channel programs, operational support, insight and effective communication of the customer experience.
  • Oversees the implementation of core strategies that deliver improvement in key metrics of customer satisfaction.
  • Aligns with leadership to improve/standardize processes and to resolve operational issues.
  • P&L responsibilities for a multi-million-dollar portfolio. Must meet or exceed established revenue and profitability goals.
  • Owns revenue, compensation and operating/capital expense budgets and forecasts and effectively communicates results with leadership.
  • Works with key stakeholders regarding sales/marketing efforts for new business development and creation of client strategic account plans.
  • Partners with key stakeholders on identification of new business, lead and revenue generation.
  • Hires, trains and coach employees to achieve high performance; measure employee performance against goals and makes appropriate employment decisions.
  • Develops sales territories and segmentation strategies; creates and delivers sales plans and sales goals to the commercial sales team.
  • Achieves and exceeds assigned sales goals.
  • Manages projects that drive improved customer experience, process improvement, and cost reduction throughout the full customer lifecycle, including deploying and executing identified deliverables.
  • 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.
  • Manages existing contracts including change orders & related projects, as well as assists with new contract negotiations.
  • Leads and sets the direction of the commercial operations team with regards to provisioning and implementation and provides input to overall corporate direction.
  • Oversees development of commercial operations service delivery and maintenance support plan.
  • Ensures customer escalations are managed and resolved to the customer’s satisfaction.
  • Researches and documents journey maps of customer experience across all phases of company's operations, such as initial signup, seeking information, or problem resolution.
  • Represents the voice of the customer across the organization, leads and develops programs to improve the customer experience.
  • Works closely with 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 each department.


Job Requirements

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

  • Bachelor's Degree, MBA preferred.
  • 8+ years’ leadership experience in sales and operations within a service delivery organization.
  • 3+ years of experience with demonstrated success improving the customer experience, developing and streamlining process, and managing P&L on behalf of a multiplatform telecommunications provider.
  • Strong client relationship management experience preferred.
  • Excellent written and verbal communication skills.
  • Proficiency in metrics utilization and analysis.
  • Demonstrated ability to develop solutions to problems Ability to effectively build relationships.
  • Ability to motivate others toward a strategic end.
  • Computer and analytical skills.
  • Demonstrated experience in planning operations and management of expense and capital operating budgets.
  • Demonstrated ability to work effectively within a regional network and support execution through geographically dispersed organization.
  • Experience working in a matrix organization.
  • Deep domain knowledge and demonstrated ability to instill confidence in the client.
  • Ability to travel as needed.


EOE/ Disability


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