General Manager - Hargray Communications , Hawkinsville, GA

General Description of Position:
The General Manager owns the market P&L and assumes leadership responsibility for all sales and operational aspects associated with the delivery of services to Hargray's residential and commercial customers. This executive is responsible for leading a market team to achieve/exceed revenue, operational, and customer satisfaction targets by contributing to the strategy. He/she will play a lead role in hiring and developing sales and operational staff and oversee the sales, support, installation, and maintenance of services. The General Manager will develop and deliver a broad range of initiatives to drive revenue in new acquisition sales and up-sale of existing customers, and develop programs focused on retention of the customer base.
Duties and Responsibilities:

  • Responsible for multiple operations including Sales, Customer Care, Technical Support, and Installation and Repair.
  • 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.
  • Implements processes and process improvements pertinent to the effective and efficient operation of the call center, retail store, technical support and Installation, and Repair.
  • 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. Monitors and measures key-performance-indicators (KPIs) and ensures consistency and accuracy in reporting.
  • Researches and documents journey maps of customer experiences across all phases of the market's operations, such as initial signup, seeking information, or problem resolution.
  • Implements strategies that deliver improvement in key metrics of customer satisfaction.
  • Executes key initiatives and programs, provides insight and communicates the customer experience to internal partners.
  • 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.
  • Performs other duties as assigned to ensure successful operation of the market.

Minimum Qualifications:

  • 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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