Operations Field Supervisor

Ripple Fiber•West End, NC

About The Position

This role leads day-to-day field operations in a market: supervising installers, supporting installs and troubleshooting, and enforcing quality, safety, and schedule standards. They act as the field lead, bridging direction from the Regional Operations Manager to frontline installers.

Requirements

Experience specifically in FTTH / in-home fiber install operations.
High School diploma or equivalent; technical/trade schooling preferred.
3+ years of experience in fiber / broadband / telecom installation or field operations.
1+ year in a leadership or supervisory capacity over installers or field technicians.
Strong ability to work on the ground in installations and also lead people.
Proficiency with routing, scheduling, and dispatch planning.
Good troubleshooting & technical skills in fiber drop, CPE, ONT, WiFi basics.
Strong communication, coaching, and conflict resolution skills.
Ability to manage metrics, field KPIs, and act on performance data.
Valid driver’s license and clean driving record; ability to travel locally.
Willingness to work flexible hours (evenings, weekends) when needed.

Nice To Haves

Certifications in fiber optics or broadband (CFOT, SCTE, etc.).
Experience with field workforce management or mobile dispatch systems.
Some familiarity with escalation paths, SLAs, or regional operations support.
Prior experience interfacing with customers in field installation contexts.

Responsibilities

Supervise, mentor, and evaluate installation technicians and crews in your market(s).
Be field-based: participate in installs, trouble tickets, and spot troubleshooting when needed.
Coordinate daily work assignment, routing, scheduling, and dispatching of installation crews.
Monitor installation quality, compliance with SOPs, safety, and company standards.
Perform spot quality audits, ride-alongs, and inspections to enforce workmanship and consistency.
Escalate persistent issues to Regional Ops Manager, and lead remediation plans locally.
Ensure each installer meets productivity targets (jobs per day, adherence, first-time success).
Interface with customers on installation issues, escalate complaints, and lead resolution efforts.
Support new technician onboarding, training, and coaching on best practices.
Track and maintain field metrics: completion rate, rework, missed appointments, dispatch efficiency.
Coordinate with logistics / supply chain for parts, materials, and tools to avoid job delays.
Enforce safety protocols, ensure crews have PPE, follow ladder / site safety rules.
Collaborate with program, operations, and engineering teams to relay field feedback and improve processes.
Maintain accurate field documentation, job records, and reporting for your team.