Operations Manager - Great Lakes Region (OH)

DCOMM•Bedford, OH

5h•Hybrid

About The Position

The Operations Manager is a senior leadership role responsible for overseeing Residential and Business Class Fulfillment Services and Bury Drop operations across multiple business units. This role works directly with System Operators in the telecommunications and broadband industry to ensure high-activity fulfillment services operations meet customer expectations, adhere to metrics, and align with company standards. The Operations Manager drives operational execution, resource optimization, and employee retention across multiple regions by leading a team of Field Managers, Field Supervisors, and Technicians, including employees and subcontractors. Exceptional communication skills are required to engage with customers professionally, provide factual and transparent updates, and ensure commitments are met with precision and accountability. A key focus is ensuring adherence to customer-defined performance metrics, which are unique to the operator and operation, including quality of work, service rework rates, on-time arrivals, and meter checks. Safety and compliance are foundational, with responsibility for promoting a safety-first culture, conducting regular training and audits, and ensuring adherence to OSHA regulations and company safety standards. The Operations Manager plays a strategic role in ensuring financial performance, achieving key metrics such as Labor-to-Revenue (L2R) and Management-to-Revenue (M2R), and supporting the company’s growth initiatives. The ideal candidate is a results-driven leader with extensive experience in fulfillment services operations with a general contractor working in the telecommunications sector for System Operators, skilled at managing multiple business units, addressing complex challenges, and fostering a culture of collaboration, accountability, and continuous improvement in a fast-paced, high-demand environment.

Requirements

Minimum of 5-7 years of experience in a leadership role managing multiple business units in fulfillment services operations.
Proven ability to lead and develop Field Managers, Field Supervisors, and Technicians in a high-activity telecommunications or broadband environment.
Deep understanding of Residential and Business Class Fulfillment Services and Bury Drop operations, with a focus on workflows, customer metrics, and resource management.
Demonstrated expertise in managing large budgets and achieving financial KPIs such as Labor-to-Revenue (L2R), Management-to-Revenue (M2R), and subcontractor payouts. Experience implementing cost-saving measures while maintaining service quality.
Strong ability to manage high-level customer relationships with System Operators, addressing concerns proactively and communicating professionally and transparently.
Advanced experience in optimizing field operations and leveraging customer-provided resource management platforms to improve efficiency and track performance.
Strong commitment to enforcing safety protocols and ensuring compliance with OSHA regulations and company standards.
In-depth understanding of federal, state, and local regulations related to fulfillment services. Commitment to upholding DCOMM’s values and ethical standards, including securing permits and ensuring legal compliance.
Experience addressing recruitment and retention challenges, fostering collaboration, and mentoring high-performing teams.
Experience using customer-provided workforce platforms, project tracking tools, and data reporting systems to optimize operations and improve decision-making.
Thrives in a dynamic, fast-paced environment, managing multiple priorities and adapting to changing demands while maintaining exceptional performance.
Demonstrates a commitment to personal and professional growth through training, certifications, and active involvement in industry organizations. Seeks opportunities to stay updated on industry trends and best practices.
Must have a valid driver’s license within the state in which you reside, meet company MVR requirements, meet company criminal background check requirements, and pass company drug testing requirements.

Nice To Haves

Ability to navigate construction sites, including climbing stairs, ladders, or traversing uneven or confined spaces.
Comfortable working in outdoor environments with exposure to various weather conditions, including extreme heat, cold, rain, and wind.
Capability to lift and carry up to 50 lbs as needed to inspect or manage site-related activities.
Prolonged periods of sitting, standing, walking, or driving depending on the day’s responsibilities.
Strict adherence to safety protocols, including the use of Personal Protective Equipment (PPE), is mandatory when visiting worksites or operating in potentially hazardous areas.
Includes regular assessment and management of company facilities within assigned business units to ensure operational readiness and compliance with company standards.
As a primary representative of the company, this role requires exceptional communication skills to engage effectively with customers, vendors, and internal teams. The Operations Manager must maintain a professional demeanor at all times, fostering trust and upholding the company’s reputation.
Success in this role depends on strong interpersonal skills, including the ability to empathize, coach, and counsel employees while fostering a collaborative and supportive work environment. This includes the ability to diffuse challenging situations, address conflicts constructively, and build positive relationships across teams.
The role requires flexibility to manage extended hours, evening, or weekend work to meet project deadlines or address urgent needs.

Responsibilities

Strategic Oversight Across Multiple Business Units: Lead Residential and Business Class Fulfillment Services and Bury Drop operations across regions, ensuring alignment with customer expectations, corporate goals, and industry standards.
Leadership of Operations Managers: Directly oversee and mentor Operations Managers, ensuring consistent execution of fulfillment services operations and professional growth within their teams.
Customer Relationship Management: Act as a senior representative for System Operators, providing professional, factual, and transparent communication. Address service challenges promptly, maintain strong relationships, and ensure commitments are met with precision and accountability.
Resource Optimization: Manage the allocation of personnel, vehicles, and equipment across operations, ensuring efficiency and cost-effectiveness. Utilize customer-provided resource management platforms to track, analyze, and optimize operations.
Financial and Budgetary Management: Oversee regional budgets, achieving KPIs such as Labor-to-Revenue (L2R), Management-to-Revenue (M2R), subcontractor payouts, and adherence to sales budgets. Provide regular financial performance updates to leadership and implement cost-saving measures.
Customer Performance Metrics: Monitor and enforce adherence to customer-defined metrics, including service timelines, quality standards, and satisfaction scores. Proactively address deficiencies with corrective actions to maintain high service levels.
Safety Leadership: Champion a safety-first culture by promoting and enforcing compliance with OSHA regulations, company safety protocols, and local standards. Conduct safety training and audits across all business units.
Operational Excellence: Ensure scheduling, dispatching, and work orders are completed efficiently and accurately. Oversee the use of customer-provided resource management platforms to maintain detailed records and identify opportunities for improvement.
Subcontractor Management: Oversee subcontractor performance across regions, ensuring adherence to quality, safety, and contractual standards. Foster collaboration and accountability to support operational success.
Asset Oversight: Ensure proper maintenance, utilization, and accountability of company assets, including vehicles, tools, and equipment, across all business units.
Compliance and Ethical Standards: Ensure all operations comply with federal, state, and local regulations and company policies. Collaborate with HR and Risk Management to secure necessary permits, address compliance challenges, and uphold DCOMM’s values.
Employee Retention and Development: Mentor Managers and Supervisors, addressing recruitment and retention challenges and building a pipeline of future leaders. Foster a collaborative and professional work environment to promote employee satisfaction.
Problem-Solving and Decision-Making: Identify and resolve complex operational challenges, leveraging data-driven insights to improve processes and outcomes.
Communication and Reporting: Maintain regular communication with internal teams and leadership, providing updates on financial performance, customer satisfaction, and operational metrics. Deliver actionable insights to improve performance.
Business Growth Initiatives: Expand existing customer relationships and identify opportunities for additional services and revenue. Collaborate with leadership to pursue strategic growth initiatives.
All Other Duties as Assigned: Perform additional tasks and responsibilities as directed by your supervisor to support the evolving needs of the business.