Director of MDU Operations

Pavlov Media Inc•Champaign, IL

15d•Onsite

About The Position

Pavlov Media is seeking a forward-thinking and strategic Director of FTTP Operations to lead and evolve our Fiber to the Premises (FTTP) and Business-to-Business (B2B) service delivery. This role is responsible for Profit and Loss(P&L) for three districts, driving operational excellence, managing regional teams, and ensuring a consistent, high-quality experience for residential and commercial fiber customers. The ideal candidate is a collaborative leader who can balance strategic planning with tactical execution, and who thrives in a fast-paced, customer-centric environment. This is an onsite position that will report to the Pavlov Media HQ office in Champaign, IL.

Requirements

10+ years of experience in operations, customer success, or service delivery, preferably in telecom, fiber, or enterprise connectivity.
10+ years of experience managing managers or leading multi-site teams.
Strong leadership and communication skills with a proven ability to influence cross-functional teams.
Analytical mindset with experience using dashboards, KPIs, and operational data to drive decisions

Nice To Haves

Strong experience in Excel a plus
Technical aptitude in networking or fiber services a plus.
Familiarity with CRM systems, service platforms, and tools like CDG and ARC GIS
Six Sigma a plus

Responsibilities

P&L for all three districts
Lead and mentor a team of multi-region operational staff supporting FTTP and B2B customers.
Develop and execute strategies to improve service delivery, customer satisfaction, and operational efficiency.
Evaluate root causes for customer concerns and remedy
Support strategic initiatives including fiber expansion and process optimization.
Collaborate with Engineering, Field Services, Technical Support, and Sales to ensure alignment and execution across all touchpoints.
Monitor KPIs and service metrics to identify trends, resolve issues, and drive continuous improvement.
Own escalations and high-impact customer situations, ensuring timely resolution and proactive communication.
Collaborate with leadership to set operational key indicators (OKRs), manage budgets, and report on performance.
Foster a culture of accountability, responsiveness, and customer care across the FTTP Operations team.
Available to support teams during some evenings, weekends, and occasional holidays