Manager of Utility Locate Operations (1130)

Ripple Fiber•Charlotte, NC

1d•Hybrid

About The Position

The Manager of Utility Locate Operations is responsible for leading large-scale underground utility locating operations supporting state 811 ticket systems. This role oversees high-volume locate programs (typically 100,000+ tickets annually) and manages teams of utility locators, supervisors, and support staff to ensure safe, accurate, and timely completion of locate requests. The manager is accountable for operational performance, workforce planning, safety compliance, quality assurance, and customer satisfaction while meeting strict state damage-prevention laws and service-level agreements (SLAs). This role requires strong leadership, operational analytics, and the ability to manage high-demand ticket environments across multiple territories and states.

Requirements

5–10 years experience in underground utility locating, damage prevention, or related field operations
3+ years leadership experience managing field teams
Strong understanding of 811 systems and state damage prevention laws
Experience managing high-volume ticket operations
Strong analytical, leadership, and operational planning skills
Ability to work in fast-paced, high-demand environments

Nice To Haves

Experience managing 100k+ annual locate ticket operations
Familiarity with major locate management systems (KorTerra, Line-Scape, etc.)
GIS or mapping experience
OSHA safety training or industry certifications
Experience supporting fiber expansion or large infrastructure projects

Responsibilities

Oversee daily operations of the locate department handling 100,000+ 811 locate tickets annually.
Ensure all tickets are completed within required state response timelines and company SLAs.
Manage ticket distribution, routing, and workload balancing across field teams.
Monitor backlog, emergency tickets, and high-priority infrastructure projects.
Optimize territory coverage to reduce travel time and increase locator productivity.
Utilize ticket management platforms and analytics to forecast workload and staffing needs.
Manage and develop a team of 15–30 utility locators, field supervisors, 3rd party contractors and administrative staff.
Responsible for hiring, training, and performance management of locate personnel.
Establish clear productivity expectations and performance standards.
Conduct field ride-alongs, coaching sessions, and periodic performance evaluations.
Implement retention strategies and career development pathways for locators.
Ensure full compliance with state damage prevention laws, OSHA safety standards, and company policies.
Lead incident investigations related to utility damages, near-misses, and safety violations.
Conduct routine field audits to verify safe locating practices.
Maintain safety culture through training programs, safety meetings, and hazard mitigation.
Maintain high locate accuracy standards through routine audits and quality inspections.
Track and reduce damage ratios and re-mark requests.
Implement corrective action plans when quality metrics fall below targets.
Coordinate with utility owners and contractors to resolve damage investigations.
Serve as primary operational contact for utility clients, municipalities, and contractors.
Manage escalations related to missed locates, damages, or service disruptions.
Participate in damage prevention councils and regional utility coordination meetings.
Support new client onboarding and territory expansion initiatives.
Track operational metrics and performance indicators using locate management systems.
Provide weekly and monthly reports to senior leadership.
Analyze ticket trends, seasonal spikes, and infrastructure project impacts.
Develop operational strategies to improve efficiency and reduce costs per ticket.