Cable ONE

Role Description At Sparklight, a Cable One brand, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace. What you will do to contribute to the company's success: - Manage an agile backlog by balancing feedback from stakeholders and prioritizing projects based on business needs. Champion features that best meet our goals. - Identify and work with our in-house design team to remediate UX/UI bottlenecks that impede conversion rates, ensuring a seamless buy flow funnel from product selection through checkout. - Implement A/B testing strategies to refine which offers and UX improvements drive the highest lead conversions and add-on revenue. - Project manage across departments, both business and other software development teams and act as primary contact, facilitating dialogue with key stakeholders to ensure successful and timely cross-functional project launches. - Gather requirements and turn them into clear, actionable user stories with the right level of detail for execution by the team. - Collaborate with developers on technical requirements. - Utilize product/project management software to track progress and deliverables. - Analyze product performance with our data analyst and user feedback to inform improvements. - Ensure alignment with business objectives and customer needs. - Collaborate with the team to continually improve internal processes. - Present product updates and recommendations to senior management. - Stay current on industry trends and best practices in digital product management. Qualifications - 5+ years in Product Ownership or Product Management in an Agile software development environment. - A bachelor's degree in Business Analytics, Information Technology, Project Management, or a related field. - Proven hands-on experience in software product management/ownership within a technical team. - Experience with B2C ecommerce, especially lower-funnel shopping cart. - Strong understanding of web and mobile frameworks. - Understanding of APIs and data sourcing/mapping. - Understanding of customer journey mapping and workflows. - Expertise with product/project management software (e.g., Azure DevOps). - Excellent communication, presentation, organizational, and problem-solving skills. - Ability to work effectively in a cross-functional fast-paced, dynamic environment. - Experience in cable/broadband, telecommunications, mobile or fiber to the home industries (nice to have, not required). Benefits - Medical, dental, and vision plans – start when you start! - Life insurance (self, spouse, children) - Paid time off (vacation, holiday, and personal/sick days) - 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation) - Group Legal plan with Identity Theft Protection - Tuition reimbursement (up to $5,250 on 1st year) - Annual community support to various organizations across the U.S. - Associate recognition & awards programs - Advancement opportunities - Collaborative work environment - FREE Cable One services for associates who live in a serviceable area - Remote Access to select premium channels

• Develop and execute the operational strategy supporting Residential Sales across multiple sales channels. • Lead the Sales Operations & Support team responsible for sales administration, reporting, order support, sales enablement, and operational execution. • Establish standardized operational processes that improve efficiency, scalability, and consistency. • Identify process improvement opportunities and implement solutions that reduce manual effort and improve sales productivity. • Serve as the operational liaison between Residential Sales and internal business partners. • Oversee end-to-end sales support processes including order management, sales tools, inventory coordination, field support, and issue resolution. • Ensure operational readiness for new product launches, promotions, compensation plans, and system enhancements. • Develop and maintain policies, procedures, and documentation supporting Residential Sales operations. • Drive continuous improvement initiatives using data, automation, and technology. • Own the governance, administration, and accuracy of monthly and quarterly Residential Sales commission calculations. • Partner with Finance, Payroll, HR, and Sales Leadership to ensure commission plans are accurately implemented and consistently administered. • Validate commission data, investigate discrepancies, and resolve payment issues in a timely manner. • Maintain commission controls, audit processes, and documentation to ensure compliance with company policies. • Produce recurring commission reporting and executive summaries highlighting trends, adjustments, and payout accuracy. • Recommend enhancements to commission processes that improve transparency, efficiency, and scalability. • Develop executive dashboards and KPIs measuring sales performance, productivity, conversion, operational health, and commission accuracy. • Analyze trends to identify opportunities for growth, cost reduction, and operational improvements. • Deliver actionable insights that support business decisions and strategic planning. • Collaborate with Marketing on campaign execution and sales readiness. • Partner with Customer Operations and Billing to improve order quality and customer onboarding. • Work closely with IT and Product teams to enhance sales systems and digital tools. • Support Finance with forecasting, budgeting, and operational planning. • Lead cross-functional projects impacting Residential Sales operations. • Recruit, coach, and develop a high-performing Sales Operations team. • Establish performance goals, KPIs, and accountability measures. • Foster a culture of continuous improvement, collaboration, and customer focus. • Lead change management initiatives supporting organizational growth and transformation.

Role Description As a Technical Care Center Supervisor, you will lead the day-to-day operations of Technical Care Center associates while helping ensure a positive customer experience. This role is responsible for: - Coaching and developing team members - Monitoring performance and service quality - Managing escalations - Reviewing operational trends - Supporting process improvements that strengthen team effectiveness and customer satisfaction What You Will Do: - Oversee daily operations for Technical Care Center associates to help ensure customer inquiries are resolved accurately, efficiently, and professionally. - Monitor individual, team, and call center performance trends to support achievement of service levels, quality expectations, and operational goals. - Review call quality, customer feedback, and performance metrics to identify coaching opportunities and drive consistent service delivery. - Manage customer escalations in a professional manner while working toward timely, complete, and customer-focused resolution. - Track key performance indicators, queue activity, staffing coverage, and workload trends to help balance resources and maintain service expectations. - Use call center reports and operational data to assess performance trends, identify root causes, and recommend process improvements. - Prepare and present updates on team performance, queue management, service quality, and operational metrics to leadership. - Conduct regular one-on-one discussions, performance evaluations, and development conversations to support associate growth and accountability. - Coach, motivate, and develop associates by providing timely feedback, training support, and clear performance expectations. - Collaborate with internal teams and leadership to streamline processes, share service trends, and improve the customer and associate experience. - Stay current on industry best practices, emerging technologies, and internal tools to support continuous improvement. - Perform other duties and responsibilities as assigned. Qualifications - Associate’s degree or equivalent from a two-year college or technical school preferred; related leadership, technical support, call center, or customer care experience may be considered in lieu of education. - Previous experience supervising, coaching, mentoring, or leading associates in a call center, technical support, customer care, or similar environment preferred. - Experience with queue management, including monitoring call, chat, email, trouble ticket, or workload queues and adjusting resources based on business needs. - Strong coaching and development skills with the ability to provide clear feedback, set expectations, and support associate growth. - Ability to analyze performance metrics, identify trends, and recommend actions that improve quality, efficiency, and customer outcomes. - Demonstrated ability to handle escalations, resolve conflict, and remain composed while supporting customers and associates in high-pressure situations. - Strong written and verbal communication skills with the ability to document performance conversations, prepare reports, and present updates to leadership. - Detail-oriented with strong organizational, prioritization, and follow-through skills. - Proficiency with Microsoft Office, including Outlook, Word, and Excel. - Adaptability, accountability, resilience, cultural competence, and a growth mindset with a commitment to creating an inclusive and supportive work environment. Benefits - Medical, dental, and vision plans that start when you start. - Life insurance for associates, spouses, and children. - Paid time off, including vacation, holiday, and personal/sick days. - 401(k) with 100% company match starting day 1 of employment, up to 5% of eligible compensation. - Group Legal plan with Identity Theft Protection. - Tuition reimbursement up to $5,250 in the first year. - Annual community support to various organizations across the U.S. - Associate recognition and awards programs. - Advancement opportunities. - Collaborative work environment.

• Responsible for post-sale order entry process, including HSD, video, and native and ported telephone lines. • Receives orders from business sales representatives, verifies accuracy, and gathers information from customer. • Facilitates communications between customers and sales associates with a focus on quality assurance and customer satisfaction. • Enters orders in software platforms, while maintaining contact with business customers, dispatchers, Level 3, and local office teams throughout installation process. • Manages multiple projects, including escalations, at various stages of completion, ensuring accuracy and detailed follow-through. • Creates service tickets and notates Customer Relationship Management (CRM) tools for all orders. • Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed.

• Answering calls from Sparklight business customers and responding to inquiries in a professional manner. • Providing accurate, prompt, and consistent support to business customer needs by following Standard Operating Procedures (SOP). • Responding to and resolving business customer situations, including billing discrepancies, in a courteous, professional manner. • Providing post-installation care, including entering changes of service into the Single View software platform. • Responding to web chat inquiries from business customers on the Business Services Website in a courteous and professional manner. • Navigating and notating back office processing tools for selected calls. • Providing timely feedback to Sparklight leadership regarding service issues or customer concerns.

• Learn and apply Retention Sales and Customer Care concepts, procedures, and methodologies. • Perform entry-level sales and support tasks within a designated region or business area. • Respond to inbound customer inquiries via phone or ticketing systems, providing personalized and thoughtful communication. • Actively listen and ask questions to understand customer needs, showing empathy and respect. • Address requests to disconnect or remove services • Provide billing and pricing information • Resolve standard issues remotely or educate customers on resolution steps • Schedule service appointments when remote resolution isn’t possible • Arrange product returns or exchanges • Manage add/change/delete requests in hosted platforms • Use effective telephone-based selling skills to build rapport and identify customer issues • Offer creative solutions and explain product/service benefits • Negotiate household spend and upsell additional services • Accurately and efficiently input orders • Meet or exceed weekly and monthly sales activity goals. • Follow company-approved scripts to ensure consistent communication. • Assist with special projects as assigned.

Role Description Sparklight is seeking a hands-on Development Manager to lead a cross-functional team that designs, builds, and delivers the digital products and platforms our customers rely on every day. This is a first-line people-leadership role responsible for guiding a blended team of software and web engineers, QA engineers, and front-end developers through the full delivery lifecycle, from concept and design through development, testing, release, and continuous improvement. The ideal candidate is a player-coach who balances technical depth with strong people-management skills: someone who can remove blockers, raise engineering quality, partner closely with product and business stakeholders, and grow the careers of the engineers they lead. Key Responsibilities - People Leadership & Team Development: - Lead, coach, and mentor a cross-functional team of engineers, QA, and UX/UI practitioners, fostering an inclusive, collaborative, and high-accountability culture. - Conduct regular 1:1s, set clear goals and expectations, deliver ongoing feedback, and own performance management and career development for direct reports. - Partner with talent acquisition to recruit, interview, hire, and onboard team members; build a balanced team across employees and contractors/vendors. - Delivery & Execution: - Plan, prioritize, and manage the team’s technology stack and delivery process, ensuring work is scoped, estimated, and delivered on schedule and within agreed quality standards. - Drive agile delivery practices (e.g., Scrum/Kanban), facilitating development requirements during sprint planning, standups, reviews, and retrospectives that keep the team focused and unblocked. - Track progress, surface risks early, and communicate status clearly to the department leadership. - Technical Oversight & Quality: - Provide technical guidance and architectural review across the stack; front-end web experiences, back-end services and APIs, and integrations, ensuring sound architecture and maintainable solutions. - Champion engineering best practices: code reviews, automated testing, CI/CD, secure coding, performance, accessibility, and operational readiness. - Partner with QA to embed quality throughout the lifecycle and with UX/UI to ensure user-centered, brand-consistent design. - Cross-Functional Collaboration: - Serve as the primary delivery partner to product management, business stakeholders, and other engineering teams, translating business goals into actionable technical plans. - Collaborate with peers across Digital Strategy and IT to align on shared platforms, standards, and dependencies. - Manage relationships with third-party vendors and contractors where applicable, ensuring accountability and value. - Continuous Improvement: - Identify and implement improvements to team processes, tooling, and ways of working that increase velocity, quality, and team satisfaction. - Stay current with industry trends and emerging technologies, evaluating their fit for the team and the business. Qualifications - Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field or equivalent professional experience. - 5+ years of professional software/web development experience, including hands-on delivery of production applications. - 2+ years of experience leading, mentoring, or formally managing engineers or a technical team. - Demonstrated experience delivering software in an agile environment (Scrum, Kanban, or similar). - Solid understanding of modern web and mobile software development, front-end frameworks, back-end services/APIs, version control, and CI/CD. - Strong communication skills with the ability to work effectively across technical and non-technical audiences. - Proven ability to balance competing priorities and deliver in a fast-paced environment. Preferred Qualifications - Experience managing a cross-functional team that includes QA and/or UX/UI alongside engineering. - Familiarity with cloud platforms (e.g., AWS, Azure, or Vercel) and modern DevOps practices. - Background in customer-facing digital products, e-commerce, or telecommunications/digital services. - Experience working with both internal teams and external vendors/contractors. - Exposure to accessibility (WCAG), web performance, and analytics-driven product improvement. Technical Environment This team works across customer-facing web and digital platforms. A representative environment includes: - Front-End: modern JavaScript/TypeScript frameworks and responsive web UI. - Back-End & APIs: service-oriented applications and integrations. - Quality: automated testing and QA engineering practices. - Design: close partnership with UX/UI design and design systems. - Delivery: version control, CI/CD pipelines, and cloud hosting. What Success Looks Like (First 6–12 Months) - Built trust with the team and established a clear, predictable delivery cadence. - Improved delivery quality and throughput while reducing avoidable defects and rework. - Established strong working relationships with product and business stakeholders. - Created individual development plans and visible growth for each team member. Core Competencies - Committed: Values each customer, while working hard to keep their business and support our communities. - Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy. - Proactive: Understand what our customers need, and actively works to make their relationship with us seamless, easy, and rewarding. - Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations. Benefits - Medical, dental, and vision plans – start when you start! - Life insurance (self, spouse, children) - Paid time off (vacation, holiday, and personal/sick days) - 401(k) - 100% company match starts day 1 of employment (up to 5% of eligible compensation) - Group Legal plan with Identity Theft Protection - Tuition reimbursement (up to $5,250 on 1st year) - Annual community support to various organizations across the U.S. - Associate recognition & awards programs - Advancement opportunities - Collaborative work environment - FREE Cable One services for associates who live in a serviceable area Our Commitment Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day. Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. Pre-hire Processes Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

• Designs and develops moderately complex queries, objects, ETL packages, reporting structures, and other objects necessary to support detailed analysis and self-service reporting needs. • Collaborates with analytics and business teams to create and improve data models that feed BI tools, increasing data accessibility, and fostering data-driven decision making across the organization. • Takes ownership of the health, reliability, and security of the data platform by designing and implementing processes and solutions that proactively monitor data delivery across the full pipeline — ensuring data is accurate, complete, consistent, and timely from source ingestion through gold layer curation. • Investigates, diagnoses, and resolves complex data pipeline failures across all system layers; uses findings to drive pipeline improvements and communicates status, root cause, and resolution clearly to the team throughout the full lifecycle of an incident. • Assists with the development and delivery of data solutions, including data pipelines, API integration, and other structures and processes to support the data platform • Identifies, designs, and implements internal process improvements, including the automation of manual processes, optimization of data delivery, and refactoring of code for improved performance • Builds pipelines to enable the optimal extraction, transformation, and loading of data from a wide variety of data sources • Provides strategic assistance to BI leadership and the BI team by making recommendations in the areas of data management and best practices • Collaborates with developers, database administrators, data architects, and others on reporting and data management projects as needed • Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization’s Values

• This position leads a geographically assigned team of Residential Market Development Account Executives in Door-to-Door Sales activity. • Responsible for leading and managing the daily operations that sells to prospective residential customers offering best-in-class services and supporting goals of new customers. • Actively and consistently support all efforts to simplify and enhance the customer experience. • Responsible for meeting and exceeding budgeted headcount and sales goals. • A charismatic and enthusiastic leader with skill and experience in creating excitement and energy, building, and leading teams and developing skills in others. • Strong project management skills and the ability to prioritize multiple tasks and initiatives in a fast-paced environment. • Lead a team of Residential Connectivity Sales Account Executives. • Manage and monitor functions relative to staff including selection, training, development, performance evaluation, discipline, termination, and salary/status change recommendations. • Set clear expectations and hold employees accountable when expectations are not met in a consistent and fair manner. • Possess the knowledge and expertise to lead, guide and develop Residential Connectivity Sales Account Executives. • Identify knowledge and training gaps within the Residential Connectivity Sales Account Executives and develop plans to address these gaps. • Be familiar with reporting and analytics necessary to drive and support business decisions. • Collaborate with other departments and or support teams to achieve goals and objectives. • Residential Connectivity Sales leaders staff work allocation will consist of approximately 30% fieldwork and 70% office work. • Coach to and follow Cable One & Family Brands Sales Process. • Communicate territory assignments to Residential Connectivity Sales Account Executives • Monitor the payroll process and ensure timely and accurate approval of all commission payments. • Completes administrative tasks related to all sales activities and ensures their team does the same. • Has detailed understanding of Cable One & Family Brands product offerings and value proposition in the markets they sell in. • Maintains current, in-depth knowledge of marketplace, including competition, and positive and professional relationships with customers, business partners, and co-workers. • Prepares reports as needed. • Perform other duties as requested by leadership.

• The Sales Support Specialist works all levels of the Sales support process including order entry, customer education, order rescheduling and escalations for residential customers. • Through the use of online systems, position performs account qualification, account trouble shooting, and account maintenance. • Ensures customer satisfaction and loyalty by consulting, assisting, and resolving a wide variety of requests, inquiries, and complaints, both verbally and in writing. • Assist the Direct Sales Representatives and contractors with order entry and scheduling of all field sales. • Assist the Direct Sales Representatives with customer education, customer care issues-billing, trouble calls, non-pays, transferring of services when needed. • Responsible for handling administrative duties for regional Manager & Sales representative. • Also acts as a back-up to Sales Support Representatives for other regional areas as needed. • Receives incoming calls in a professional and courteous manner. • Qualifies new accounts in the customer order management system including provisioning and account order entry. • Coordinates residential installations, service calls, and maintenance. • Maintains current knowledge and uses all appropriate processes and procedures for all Customer Care Representative systems/applications. • Assist the regional Manager, through on-line systems access Account files to perform commission and charge-back verification. • Escalates complex technical or account management issues to appropriate party for resolution and follows-up with customer to ensure problem was corrected satisfactorily. • Refers significant service and account problems to appropriate department and personnel. • Attends training and maintains current knowledge about features and functions of company products. • Research customer issues when required and follows-up with the Sales Agent and/or customer until resolution. • Enters comments on all customer contacts and tracks all customer issues on accounts that are being handled. • Assists with other tasks as needed or as assigned by the regional Manager or Director to improve the delivery of service to customers. • Identifies areas for customer care improvement and communicates them to the regional Manager or Director. • Handles special projects as needed. • Load all street sheets / address lists for Direct Sales Representatives into approved CRM.