CUI-OPERATIONS MANAGER

JHB-CUI•Nashville, TN

21d•Onsite

About The Position

CUI Cable Services is seeking an experienced, results-driven Operations Manager to oversee residential fiber installation operations in Nashville, Tennessee, supporting Google Fiber. The role leads day-to-day field operations and develops high-performing installation teams to ensure work is completed safely, efficiently, and to high standards of quality and customer satisfaction. The Operations Manager leads field supervisors and residential installation technicians, manages operational performance and workforce accountability, and helps ensure operations meet or exceed Google Fiber's expectations. The position combines office-based management with active field leadership, including site visits, field observations, technician support, and responses to operational challenges. Flexibility outside standard business hours may be necessary to support installation schedules, customer needs, and operational priorities.

Requirements

At least 5 years of experience in telecommunications, broadband, fiber installation, or related field service operations.
At least 3 years of leadership experience managing field technicians, supervisors, or operational teams.
Strong understanding of residential FTTH installations, including installation procedures, troubleshooting, and service quality standards.
Demonstrated ability to manage operational performance using measurable KPIs and performance reporting.
Experience managing technician productivity, installation quality, workforce scheduling, and customer satisfaction.
Strong leadership, communication, problem-solving, and conflict-resolution skills.
Ability to manage multiple operational priorities in a fast-paced, performance-driven environment.

Nice To Haves

Previous operational leadership experience supporting Google Fiber or another major telecommunications provider.
Experience managing residential fiber installation teams in a high-volume production environment.
Familiarity with fiber optic installation practices, optical network terminals (ONTs), customer premises equipment, and fiber troubleshooting.
Demonstrated success improving operational efficiency, reducing repeat service visits, and increasing technician productivity.

Responsibilities

Oversee daily residential fiber installation operations throughout the Nashville market, ensuring safe, efficient work that meets established standards.
Manage and support field supervisors and residential installation technicians in achieving operational goals and performance expectations.
Monitor KPIs such as installation completion rates, technician productivity, quality assurance, repeat service visits, customer satisfaction, and on-time performance.
Identify operational challenges, implement corrective action plans, and continuously improve field performance.
Coordinate workforce allocation, technician scheduling, and installation capacity to meet customer demand and service commitments.
Ensure installations comply with Google Fiber specifications, company procedures, and applicable industry standards.
Analyze operational reports and performance trends to identify opportunities to improve efficiency and service delivery.
Provide leadership, coaching, and accountability to field supervisors and installation technicians.
Oversee technician onboarding, field training, and readiness for independent installation work.
Set performance expectations and conduct evaluations, coaching sessions, and corrective action discussions.
Develop a culture of accountability, teamwork, continuous improvement, and professional development.
Ensure installations meet technical specifications, quality requirements, and customer service standards.
Monitor installation quality through field inspections, quality audits, and performance reviews.
Reduce repeat visits, installation defects, and customer escalations through coaching and process improvements.
Work with field supervisors to resolve complex installation challenges and customer service concerns.
Reinforce professional customer interactions, proper installation practices, and respect for customer property.
Promote and enforce a safety-first culture across field operations.
Ensure technicians follow company safety policies, OSHA requirements, ladder safety procedures, and applicable telecommunications installation standards.
Maintain accountability for company-issued vehicles, tools, equipment, and other operational assets.
Ensure technicians maintain required credentials, training, and qualifications.
Investigate safety incidents, equipment damage, and operational concerns, and implement appropriate corrective measures.
Build and retain strong teams, achieve productivity, quality, and service targets, minimize customer escalations and repeat visits, maintain client communication, optimize labor utilization, manage operational costs, and identify opportunities for sustainable growth.