General Manager

Insero Talent Solutions is recruiting a General Manager for a regional internet service provider in Ithaca, NY.

Reports To : President/CEO and Vice President

Overview

The General Manager will be responsible for the overall operation and success of a small regional internet service provider (ISP). They will oversee all aspects of the business, including customer service, team management, sales and marketing, and financial management.

Responsibilities

• Strategic Planning: Develop and implement long-term strategies to ensure the company's growth and profitability. This includes market analysis, competitive analysis, and identifying new business opportunities.
• Team Management: Recruit, hire, and train a high-performing team. Provide leadership, mentorship, and performance management.
• Customer Satisfaction: Oversee customer service operations to ensure a positive customer experience. Address customer complaints and inquiries in a timely and effective manner.
• Financial Performance: Monitor and manage the company's financial performance. Prepare budgets, financial reports, and analyze financial data to identify areas for improvement.
• Operations Management: Oversee day-to-day operations, including:
• Billing and invoicing: Ensure accurate and timely billing to customers.
• Customer service: Handle customer inquiries, complaints, and technical support requests.
• Technical support: Coordinate with technical staff to resolve network issues and provide technical assistance to customers.
• Sales and marketing: Develop and implement sales and marketing strategies to attract new customers and retain existing ones.
• Human resources: Manage employee relations, benefits, and payroll.
• Facilities management: Oversee maintenance of office space and equipment.
• Vendor Management: Negotiate contracts with vendors and suppliers to ensure cost-effective procurement of goods and services.
• Regulatory Compliance: Ensure compliance with all relevant industry regulations and standards, including:
• Working with Villages, Towns, and Counties in our service footprint on franchise agreements and any other issues that may arise.

Qualifications

• Bachelor's degree in business or a related field.
• Minimum of 5 years of experience managing a team at small business in a customer service field.
• Proven track record of successful leadership and management.
• Strong understanding of network technologies and infrastructure.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.