Director-IT Operations Support System (OSS) and Center of Excellence (COE)

Overview

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact?

The Director-IT Operations Support System (OSS) and Center of Excellence (COE) is responsible for leading the strategy, execution, software development, and continuous improvement of the systems and processes that enable end-to-end network service delivery. This leader serves as the IT steward for the Operational Support Systems (OSS) platforms and data that define, manage, and operate the company’s network, ensuring they are reliable, scalable, and aligned to business priorities. The role requires ownership of the technology capabilities that translate network infrastructure into customer-facing services, with a strong emphasis on automation and operational excellence.

This position gives you direct ownership of the full lifecycle of network service management (OSS), including service qualification, order orchestration, provisioning, activation, and service assurance. The Director ensures the seamless flow from customer order through service delivery and ongoing performance management, partnering closely with cross-functional teams. They own the accountability for enabling accurate network inventory, efficient order processing, and proactive monitoring to drive superior customer experience and business revenue growth.

A key focus of the role is leading strategic automation and modernization initiatives across network operations. The Director leads initiatives to reduce manual effort, improve provisioning speed, and increase scale through technologies such as integrations, application development, and process automation. They are responsible for identifying opportunities to streamline complex workflows, enhance data consistency, and improve operational efficiency while supporting ongoing transformation initiatives across fiber expansion, provisioning platforms, and network technologies.

The IT Director also serves as a cross-functional leader, integrating efforts across the organization and customer systems to deliver cohesive, end-to-end solutions. Success in this role requires strong leadership, the ability to operate across organizational boundaries, and a relentless focus on delivering high-quality, reliable services that directly impact customer satisfaction and business performance.

The ideal candidate will be a seasoned people leader of multiple managers and their teams within the OSS realm, with a span of 80+ associates across operations support departments.

Responsibilities

Technology Leadership: Accountable for the performance and outcome of multiple managers and their teams, fostering a culture of operational excellence and strategic alignment across operations support departments. Oversee delivery of technology solutions within the assigned portfolio. Maintain alignment with business unit stakeholders and govern the direction and lifecycle of supported technologies. Responsible for executive-level communication, technical strategy oversight, and financial and operational planning and management.

Technical Execution: Responsible for the effective software development and SaaS configurations  and support of all applications/technologies developed in-house or acquired from external sources. Ensure consistent adherence to technical and application development practices defined for the entire IT organization. Ensure strong management practices are well-established as it relates to system availability, performance, security, and lifecycle management.

Accountable for contributing to the IT Director team and overall IT function. Oversee alignment of IT practices, processes, and solution delivery with business strategy. Ensure consistent application of organizational process, leadership expectations, and IT culture across teams. Responsible for compliance with security and data privacy policies and standards within the scope of the role.

Vendor Management: Ensure effective management of third-party resources, including vendor selection, performance oversight, and adherence to TDS standards, specifications and deliverables.

Demonstration of Business Value: Accountable for aligning technology capabilities and initiatives with business priorities to deliver measurable value. Oversee identification, prioritization, and delivery of solutions that support business outcomes. Ensures visibility and escalation of risks that may compromise in-flight projects and/or threaten the realization of business value and is responsible for providing alternatives for in-flight adjustments.

Qualifications

Required Qualifications

• Bachelors degree (or higher) -OR- 4+ years professional work experience.
• 8+ years’ experience with increasing levels of responsibility in application development and/or technology management.
• 4+ years’ experience leading projects.
• 5+ years management/supervisory experience.

Other Qualifications

• Industry experience in a communications company, IT products company (e.g software company), or IT consultancy.
• Proven ability to communicate complex technical issues effectively to business leaders. Distill complex information to its most salient points for key decision-makers.
• Proven leadership ability with attracting and retaining top technical talent.
• Proven ability to effectively interact with peers to develop near-term and long-term strategies.
• Proven ability to engender an innovation culture.
• Established career in motivating and energizing talented IT professionals, while assuring a disciplined method of delivering low-defect software.
• Experience with operating systems, database systems, integration services, application communication protocols, and programming technologies.
• Extensive experience in driving SDLC, agile, CI/CD, ML/AI (a significant plus.

Do you meet the Required Qualifications but are unsure if your experience aligns with the Other Qualifications? We encourage you to apply! Research shows that many candidates hesitate to apply unless they meet 100% of the qualifications, even when they possess the skills and experience needed to succeed in the role. Experience and skills come in many forms, and they may not always match exactly what’s listed on paper, but they can still lead to success. If you meet the Required Qualifications and believe you have the potential to thrive in this role, we encourage you to apply today!

Benefits

Associates scheduled to work 20 or more hours per week have access to medical, dental, vision, life insurance, a 401(k) plan, education assistance, and paid time off benefits such as vacation (15 days accrued per year for full-time; pro-rated for associates working between 20-39 hours), sick leave (10 days accrued per year for full-time and pro-rated for all other associates), seven paid national holidays and one floating holiday, paid parental leave (6 weeks after 12 months of employment), among others. Short Term Disability and Long Term Disability coverage is also available for associates working 30 or more hours per week. Associates scheduled to work under twenty hours per week or for a limited term (i.e. interns) are eligible for medical coverage, the 401(k) plan (if 18 or older), as well as sick leave (10 days accrued per year for full-time and pro-rated for all other associates).

Click here for more specific information regarding our comprehensive well-being program.

Who is TDS Telecom?

TDS Telecom provides high-speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid-sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting-edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more! 

At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Pay Transparency

The listed pay range reflects the minimum and maximum base salary. Actual offers will be based on factors such as skills, qualifications, experience, location, and role-specific competencies. Some positions may also offer additional compensation, such as bonuses or equity awards.

Pay Range (Hr./Yr.)