Point Broadband

Role Description This position is responsible for the profit and loss performance of the defined system operation; works with General Manager and functional leaders to ensure cultural and business objectives. Oversees the day-to operations related to all installation and service work as well as related activities. - Manages Field Service Supervisors, Technicians, and Partners (contractors) to ensure compliance with company guidelines regarding quality, customer service, safety, work-order completion and closeout, and productivity requirements. - Responsible for the training and development of department employees. - Participates in the prompt resolution of escalated work orders. - Communicates effectively with customers, management, employees, and installation and service partners (contractors). - Assists in the development and management of the department’s operating budget in accordance with corporate guidelines. - Management responsibility for the day-to-day operations of the entire system. - Provides leadership and direction to local staff, including but not limited to hiring, disciplining, motivating and assessing management performance, and identifying developmental needs and solutions. - Position is responsible for direct supervision of system support positions including development, performance management, and disciplinary actions as appropriate. - Reviews key measurement reports and financial statements to determine performance against objectives and then revises objectives and establishes action plans to meet objectives. - Verifies, monitors, and approves all expenses and capital expenditures before submission to the General Manager. - Provides financial oversight of inventory purchases, tracking, inventory levels and controls, and purchase order approvals. - Acts as the liaison between the technical team and internal customers such as Marketing, Tech Ops, NOC, and Customer Care. - Investigates methods and procedures to better monitor the network and respond to issues. - Interfaces with operations and provides onsite assistance to ensure compliance with company standards for network-related equipment. - Provides after-hours technical support and technical troubleshooting including providing proper escalation to corporate personnel. - Performs other duties as assigned. Qualifications - Bachelor’s degree (B.S.) from four-year college or university and seven to ten years of related experience including two years of operations management, or equivalent combination of education and experience. - Ability to work with mathematical concepts such as probability and statistical inference. - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. - Ability to define problems, collect data, analyze data, establish facts, and draw valid conclusions. - Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. - Ability to handle confidential material and information. - Individual must be organized, able to multi-task under pressure. - Must be able to read, write and speak English, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. - Ability to write reports, business correspondence, and procedure manuals. - Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. - Demonstrated understanding of all aspects of service provider networks. - Five years of Service Provider network experience and/or training. - Ability to work with a diverse group of dedicated engineering professionals. - Understand and interpret data from various reports regarding network stability. Requirements - MS Office software, business or general ledger software, Internet, email, and database software as required. - Knowledge with FTP, Telnet, and SSH protocols. Physical Demands/Working Conditions - Regularly required to talk, hear, and communicate effectively. - Frequently required to sit, stand, bend at the knees and waist, and walk. - Required to use hands to type, handle objects, and paperwork. - Required to reach and hold on to items at chest level or reach above the shoulder. - Required to use close vision and be able to focus and to see colors. - Some travel may be required. Benefits - Medical (3 plans to choose from), Dental and Vision. - Short Term Disability. - Flexible Spending Accounts. - Company Paid Life as well as Voluntary policies. - 401(k) with generous company match. - Paid Time Off. - Share the Care Paid Time Off. - Paid Holidays. - Cell Phone Allowance *Applicable by Position*. - Career Progression Opportunities. - Discounted Broadband Services *Where Applicable*.

Role Description Individual contributor role reporting to the Sr. Manager of Customer Experience Journey, serving as the bridge between customer experience, analytics, and retention strategy. Partners closely with the Director of Customer Loyalty and Churn and the Director of Voice of the Customer to identify, quantify, and prioritize the highest-impact opportunities to reduce churn and improve customer lifetime value. Translates data, VOC, and operational signals into actionable insights that drive measurable business outcomes. - Identify and analyze key churn drivers across the customer lifecycle, including early life, billing, service disruptions, and cancel/save interactions. - Integrate multiple data sources (VOC, call drivers, operational data, network insights, and customer behavior) to develop a holistic view of churn risk. - Leverage AI and call insights to uncover customer friction points and enable targeted actions that reduce churn and improve revenue outcomes. - Translate analytics into actionable roadmap decisions, influencing prioritization of high impact initiatives and improving customer experience at scale. - Quantify financial impact (LTV, revenue at risk, cost to serve) to size opportunities and guide investment decisions. - Partner with Analytics to: - Develop and refine predictive churn models. - Build dashboards and reporting that surface actionable insights. - Establish early warning indicators. - Translate insights into clear, prioritized recommendations for: - Customer journey improvements. - Retention strategies. - Operational enhancements. - Support prioritization of initiatives based on: - Customer impact. - Churn risk. - Financial return. - Track and measure the impact of implemented initiatives, ensuring closed-loop feedback and continuous improvement. - Provide executive-level storytelling, turning complex data into clear, compelling narratives that influence decision making. Qualifications - 5–8+ years in analytics, customer insights, strategy, or CX roles. - Strong experience with churn analysis, segmentation, and customer behavior insights. - Ability to create and communicate reporting requirements. - Ability to connect data to business outcomes (revenue, LTV, churn reduction). - Strong storytelling skills with the ability to present to senior leadership. Requirements - Prolonged periods of sitting at a desk and working on a computer. - Must be able to see, hear, talk, and communicate effectively. - Must be able to walk, stand, or climb for extended periods during site inspections at construction locations, including rough or uneven terrain. - Capability to observe and evaluate work environments, including the ability to look at elevated structures like towers or poles and assess construction safety and progress. - Must be comfortable operating in a fast-paced, high-pressure environment with competing priorities and frequent cross-department collaboration. Benefits - Medical (3 plans to choose from), Dental and Vision. - Short Term Disability. - Flexible Spending Accounts. - Company Paid Life as well as Voluntary policies. - 401(k) with generous company match. - Paid Time Off. - Share the Care Paid Time Off. - Paid Holidays. - Cell Phone Allowance *Applicable by Position*. - Career Progression Opportunities. - Discounted Broadband Services *Where Applicable*.

Role Description This position is a Tier 2 Technical Support Specialist, responsible for resolving more advanced customer connectivity issues. This role focuses on troubleshooting internet, voice, and other service problems—digging into technical diagnostics, escalating complex cases when needed, and making sure our customers are up and running as quickly as possible. This position is almost entirely technical, with limited billing or basic account work. Duties and Responsibilities: - Deliver advanced troubleshooting support for internet, voice, and equipment issues. - Work tickets escalated from Tier 1 agents, resolving service-affecting problems through root cause analysis. - Provide Tier II support for network-related incidents, escalating complex issues to engineering teams as needed. - Open, update, and close trouble tickets accurately to document issue resolution. - Escalate outages and abnormal network conditions using established escalation procedures. - Collaborate with other teams during network events to assist with customer communication and issue resolution. - Strive for first-touch resolution on all assigned cases. - Utilize multiple systems and tools to test equipment, verify service levels, and resolve connectivity issues. - Respond to customers professionally via phone, chat, or email—always with a solutions-first mindset. - Remain current on internal tools, policies, procedures, and technical standards. - Perform other duties as needed to support service restoral or special assignments during outages. - Other duties as assigned. Qualifications - High school diploma or GED required, Associate’s degree in a technical field preferred. - Previous experience supporting internet, VoIP, or networked systems preferred. - Strong understanding of networking concepts (IP, DNS, DHCP, Wi-Fi, modem/router setup, etc.). - Excellent diagnostic and troubleshooting skills. - Clear, confident communication (written and verbal). - Ability to remain calm and professional during urgent or high-pressure situations. - Familiarity with Windows OS, Microsoft Office, and ticketing systems. - Flexible availability—must be able to work evenings, weekends, holidays, and overtime as needed. Requirements - Regularly required to talk, hear, and communicate effectively. - Required to use hands to type, handle objects, and paperwork. - Required to reach and hold items at chest level or above the shoulder. - Required to use close vision, see colors, and be able to focus. - Ability to work beyond normal business hours, including evenings up to 9 pm, weekends, and holidays, as necessary. Benefits - Medical (3 plans to choose from), Dental and Vision - Short Term Disability - Flexible Spending Accounts - Company Paid Life as well as Voluntary policies - 401(k) with generous company match - Paid Time Off - Share the Care Paid Time Off - Paid Holidays - Cell Phone Allowance *Applicable by Position* - Career Progression Opportunities - Discounted Broadband Services *Where Applicable*

Title: Manager, Safety Location: Remote ID:2853 Location:Remote Description Manager, Safety Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote Summary: This position is responsible for overseeing the company’s safety programs, ensuring the safety and efficiency of Point Broadband’s workforce. This role leads the company’s safety committee, develops safety protocols, and ensures compliance with federal, local and industry regulations to maintain a safe working environment. This role will also conduct safety training as required to include ladder handling, bucket truck, pole climbing, defensive driving, electrical safety and all required certifications. Also work closely with management and employees to minimize risk and ensure the proper safety protocols are followed and maintained in all functions of the business. Duties and Responsibilities: Essential duties and responsibilities include but are not limited to the following: - Lead and coordinate the company’s safety committee, ensuring that safety policies and procedures are communicated and followed across all departments. - Develop, implement, and maintain safety policies and required documentation. - Conduct safety audits, inspections, and risk assessments of company locations, equipment, and work environments. - Manage safety training programs for employees, ensuring they are educated on safe driving practices, emergency procedures, and workplace safety protocols. - Investigate and report on workplace accidents, vehicle incidents, and safety violations, developing corrective actions and preventative measures. - Collaborate with HR and other departments to promote a culture of safety across the organization. - Ensure compliance with local, state, and federal regulations related to workplace safety, and employee health and safety. - Prepare and maintain safety reports, including accident reports, OSHA logs, and compliance documentation. - Lead the company’s efforts in implementing environmentally friendly practices in safety operations. - Oversee and participate in field studies to provide onsite instruction. - Maintain accurate records. - Build strong relationships with partners, installer networks, and stakeholders to enhance program adoption. - Stay current on industry trends, technologies, and training methods. - Travel up to 75% of the time, including overnight, to deliver training sessions. - Other duties as assigned. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: - High school diploma or equivalent required. - Bachelor’s degree in Safety Management, Business Administration, or a related field preferred. - 5+ years of experience in safety, or a related field, with at least 2 years in a leadership role preferred. - Relevant certifications in safety preferred (e.g., OSHA, safety certifications). Computer Skills: - Proficient in Microsoft Office Suite - Skilled in scheduling, calendar management, and task coordination. Physical Demands/Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Must be able to perform computer functions and operate routine office equipment. - Regularly required to talk, hear and communicate effectively. - Required to use hands to type, handle objects and paperwork. - Required to use close vision, see colors, and be able to focus. - Ability to travel for site inspections, fleet audits, and safety events. Benefits: - Medical (3 plans to choose from), Dental and Vision - Short Term Disability - Flexible Spending Accounts - Company Paid Life as well as Voluntary policies - 401(k) with generous company match - Paid Time Off - Share the Care Paid Time Off - Paid Holidays - Uniform/Boot allowance *Applicable by Position* - Cell Phone Allowance *Applicable by Position* - Career Progression Opportunities - Discounted Broadband Services *Where Applicable* Point Broadband is an equal opportunity employer. For further information, please visit: EEO is the Law Poster | U.S. Equal Employment Opportunity Commission

Title: Senior Manager, Loyalty Operations Location: Remote Job Description: Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote Join Us on the Fast Lane to Innovation! At Point Broadband, we’re not just providing internet, we’re transforming lives through the power of fiber technology. We believe in the extraordinary impact of high-speed, reliable connectivity, and we're committed to making sure every person, home, and business can experience the benefits. If you're passionate about cutting-edge technology, improving communities, and you’re eager to make an impact in a rapidly growing industry, we want YOU on our team! Why work with us? - Revolutionize Connectivity: Help deliver life-changing, lightning-fast fiber broadband to homes and businesses, empowering people to achieve more every day. - Passion for Fiber: Dive into the world of fiber optics and play a key role in the future of communication. Fiber technology is shaping the way we live and work—and you’ll be at the forefront of that movement. - Impactful Work: By providing access to fiber, you’ll be improving lives, bridging digital divides, and enabling smarter communities. It's more than just tech—it’s about making a real difference. - Career Growth: Join a fast-growing, forward-thinking company where your career will thrive. We’re committed to nurturing your growth while giving you the tools and resources to succeed. - Collaborative Culture: Thrive in an inclusive, passionate team where innovation is celebrated, and your ideas have a real impact. Ready to help shape the future of fiber technology? Come make a lasting impact with us at Point Broadband, where we’re changing lives one fiber connection at a time! Summary: The Manager, Retention & Churn Operations is responsible for leading customer retention strategies and frontline save operations to reduce churn and maximize revenue retention. This role oversees daily performance of retention teams, ensures execution of effective save strategies, and partners cross-functionally to enhance customer experience. The ideal candidate brings a strong analytical mindset, proven leadership experience, and a deep understanding of customer lifecycle drivers within subscription-based or telecom environments. Duties and Responsibilities: Essential duties and responsibilities include but are not limited to: - Strong track record managing daily operations, KPIs, and agent performance (conversion, saves, revenue retained, QA) - Experience implementing and enforcing retention playbooks, offer strategies, and call handling standards - Ability to quickly diagnose performance gaps and drive corrective actions - Highly analytical; comfortable leveraging reporting, dashboards, and call listening to identify trends and root causes - Experience translating churn insights into actionable operational changes - Familiarity with A/B testing concepts and measuring impact of offer and script changes (in partnership with Marketing/Analytics) - Demonstrated ability to partner with Marketing, Analytics, CX, and Product to refine offers, messaging, and save strategies - Experience working within a matrixed organization to drive alignment and execution - Deep understanding of customer pain points and churn drivers across the lifecycle (billing, service, outages, install/early life) - Ability to balance short-term saves with long-term customer experience and loyalty outcomes - Strong people leader with experience coaching frontline leaders and building accountability cultures - Ability to lead through change, especially in fast-paced or transforming environments (e.g., mergers, org changes) - Experience with contact center technologies (ACD, WFM, QA tools) and CRM/billing platforms - Familiarity with VOC/NPS programs and incorporating feedback into operational improvements Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: - 5–8+ years leading retention, loyalty, or customer save operations (ISP, telecom, subscription-based business preferred) - Proven ownership of save rate, churn reduction, and revenue retention performance - Experience leading frontline save teams (inbound/outbound, cancel/save desks) - ISP or telecom experience with both Residential and SMB segments - Experience standing up or scaling retention programs - Exposure to proactive retention strategies and outbound save campaigns Physical Demands/Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Prolonged periods of sitting at a desk and working on a computer. - Must be able to perform computer functions and operate routine office equipment. - Regularly required to talk, hear, and communicate effectively. - Required to use hands to type, handle objects and paperwork. - Required to use close vision, see colors, and be able to focus. - Ability to communicate effectively in meetings, presentations, and written reports. - Occasional travel to marketing events, conferences, or company locations. Benefits: - Medical (3 plans to choose from), Dental and Vision - Short Term Disability - Flexible Spending Accounts - Company Paid Life as well as Voluntary policies - 401(k) with generous company match - Paid Time Off - Share the Care Paid Time Off - Paid Holidays - Cell Phone Allowance *Applicable by Position* - Career Progression Opportunities - Discounted Broadband Services *Where Applicable*

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position is responsible for designing, building, and supporting Point Broadband’s Core, Metro, and Access networks with a focus on reliability, scalability, and operational excellence. This role plays a key part in testing and deploying new platforms and acts as a senior escalation point for advanced routing and switching issues across our infrastructure. This position is ideal for engineers with strong service provider experience and a deep understanding of protocols like BGP, MPLS, IS-IS, and OSPF. - Design, implement, and support Point Broadband’s core, metro, and access network infrastructure. - Lead validation and deployment of high-availability network platforms. - Serve as Tier 3 escalation support for complex routing and switching incidents. - Collaborate with internal teams and external vendors to coordinate network deployments and upgrades. - Conduct root cause analysis for persistent or critical network issues and implement long-term solutions. - Document network designs, operational standards, and change procedures. - Define support requirements for new network technologies and participate in roadmap planning. - Participate in on-call rotations and provide guidance to operations teams. - Maintain punctual, consistent attendance. - Other duties as assigned. Qualifications - Bachelor’s degree in Computer Science, Electrical Engineering, or a related field; or equivalent military/industry experience (5+ years). - Minimum of 5 years’ hands-on experience with ISP or service provider network engineering. - Strong background in the design and deployment of multi-gigabit transport networks. - Deep expertise in routing protocols (BGP, OSPF, IS-IS) and MPLS technologies (LDP, L3VPNs, traffic engineering). - Experience with high availability and redundancy protocols (VRRP, HSRP). - Proficient in configuration and troubleshooting of Juniper and Arista routers and switches. - Excellent communication skills and a collaborative, customer-focused attitude. - Familiarity with network automation/scripting tools (e.g., Python, Ansible). - Knowledge of network monitoring and telemetry tools (e.g., SNMP, NetFlow, Prometheus). - Certifications such as JNCIS, JNCIP, or CCNP/CCIP or equivalent hands-on experience. Requirements - Strong working knowledge of Juniper and Arista platforms. - Familiarity with Cisco is a plus but not required. - L2/L3 protocols: TCP/IP (v4 & v6), MPLS, QoS, VRRP, BFD, STP, LACP, ACLs, and prefix lists. - Routing protocols: BGP, OSPF, IS-IS. - DNS, DHCP, and IP address management. - Solid understanding of disaster recovery design, traffic engineering, and convergence strategies. Physical Demands/Working Conditions - Regularly required to talk, hear, and communicate effectively. - Required to use close vision, see colors, and be able to focus. - Must be able to perform computer functions and operate routine office equipment. - Must be able to perform moderate walking throughout Point Broadband’s facilities. - Must be able to sit or stand for extended periods. - Must be able to physically lift various equipment up to 50 or more pounds. - Must be physically able to work in tight, confined spaces, such as ceilings and behind server racks in close quarters. - Travel to other offices may be required on an occasional basis. - Must be available for emergencies post normal business day working hours, including weekends as well as participate in an operational, on-call rotation. Benefits - Medical (3 plans to choose from), Dental and Vision - Short Term Disability - Flexible Spending Accounts - Company Paid Life as well as Voluntary policies - 401(k) with generous company match - Paid Time Off - Share the Care Paid Time Off - Paid Holidays - Uniform/Boot allowance *Applicable by Position* - Cell Phone Allowance *Applicable by Position* - Career Progression Opportunities - Discounted Broadband Services *Where Applicable*