Service Delivery Operations Support Lead

Ubiquity•Omaha, TX

4d•Hybrid

About The Position

The Service Delivery Operations Support Lead (SDOSL) provides a critical link between residential sales strategy and technical execution in the field. In this role, they will design, track, and optimize FTTH drop & install projects, ensuring that sales orders seamlessly transition into successful customer installations & activations, with a high level of customer satisfaction. The SDOSL oversees end-to-end residential fiber-to-the-home (FTTH) service delivery, bridging customer sales orders, field technician routing, and third-party contractor performance to hit installation metrics, reduce truck rolls, and ensure high customer satisfaction. The role also manages GC & Tech Onboarding, and Training management with field tech while working very closely with market teams, control tower, GC’s, warehouse, procurement and finance teams.

Requirements

Bachelor's degree or equivalent professional experience.
3 to 5 years of experience in OSP Engineering, telecommunications field operations, project coordination, and quality control.
Proficiency with splicing information, inside plant and outside plant details, workforce management platforms, and advanced Excel.
3 years of experience working for FTTH (Fiber to the Home) - ISP (Internet Service Provider) in field operations or fiber deployment/buildout roles either directly or managing field tech/general contractors.
Exceptional verbal and written communication skills to liaise smoothly between GCs, field crews, management, and end customers.
Strong critical thinking skills to handle real-time field delays, permitting or utility locate issues, and service escalations.

Responsibilities

Manage daily scheduling boards and workforce management platforms to route aerial and underground drop installations efficiently.
Manage drop bury as per the market SLAs.
Balance daily workloads, manage the unassigned order queue, and coordinate capacity adjustments.
Work with Procurement to Order materials.
Inventory management (tracking & reporting).
Monitor external contractor and internal technician productivity, manage escalations, and track completion metrics.
PO & Invoice management and GC work audit.
Virtual QCs and Corrective Actions.
Manage Corrective Actions to Completion & Report on QC.
Update tracking systems (e.g., Smartsheet, specialized dispatch tools like COS) with job statuses, customer rescheduling notes, and closeout data.
Vetro database & Splicing info.
Update Splice Matrix, PPC Completions, and Vendor Fiber Swap.
Design and implement workflow optimizations to cut customer cancellation rates and reduce missed appointments.
Understand the D&I SOPs and manage control tower & GC techs accordingly.
Create daily, weekly and monthly reports on all the customers drop & installs with insight into success rate, cancellation rates, failure reasons, rescheduling analysis, network delays tracker etc.
Meet Service Delivery Key Performance Indicators (KPI’s).
Works closely with market teams and GC tech to ensure timely completion of any network delay-related installs.
Compliancy with QC Process in COS FSM is mandatory.