Site Lead

AFL Telecommunications•Auburn, WA

About The Position

The Site Lead, Broadband Operations is responsible for the overall leadership, performance, and operational execution of a local broadband installation and service delivery operation. The role oversees Broadband Technician Leads and Broadband Technicians to ensure safe, efficient, high-quality installation, repair, and customer service in accordance with company standards and client expectations. As the primary operational leader for a designated market or geographic area, the Site Lead is accountable for safety performance, workforce management, customer satisfaction, productivity, quality metrics, and financial performance. The role bridges field operations and regional leadership while promoting accountability, continuous improvement, and employee development. The position generally works Monday through Friday, 8:00 a.m. to 5:00 p.m., but requires availability to support operations during and outside regular business hours. Work is typically performed in indoor and outdoor environments under varying environmental conditions.

Requirements

At least 5 years of experience in broadband, telecommunications, fiber optic, cable, or field service operations.
At least 2 years of leadership experience supervising technicians, crews, or field operations teams.
Strong understanding of FTTH, broadband installation, repair, and service operations.
Experience managing field productivity, quality metrics, and service delivery performance.
Demonstrated ability to lead teams in a fast-paced operational environment.
Strong customer service and conflict resolution skills.
Ability to work flexible hours; workdays may exceed normal hours, and some weekend and holiday work may be required.
Must pass a pre-employment background check, motor vehicle report review, and drug test.
Must be able to work in the United States.
Proficiency with Microsoft Suite tools.
Meet the safety restriction weight limit of 275 lbs.
Ability to lift and move up to 75 lbs.
Ability to visually perceive differences in wire and cable colors.
Ability to work at heights of 20–26 feet.
Ability to kneel, bend, crouch, and occasionally hand dig to access buried facilities.
Ability to climb stairs, ladders, and/or scaffolds, and carry ladders and loads up to 50 lbs.
Ability to work around high voltage or energized lines and in environments with noise, dust, chemicals, solvents, mechanical, electrical, and other hazards.

Responsibilities

Lead day-to-day field operations for broadband installation, repair, and service within an assigned market.
Ensure customer appointments are completed on time and in accordance with service-level agreements.
Monitor and improve productivity, quality, first-time completion rates, repeat trouble calls, customer satisfaction, and safety performance.
Coordinate workload distribution and workforce planning to meet operational demands.
Manage escalations involving customers, technicians, and clients.
Ensure adequate staffing, equipment availability, and resource allocation.
Directly supervise and develop Broadband Technician Leads and field technicians.
Recruit, onboard, train, coach, and develop field personnel.
Conduct field audits, quality inspections, and ride-alongs.
Set performance expectations and accountability measures; identify high-potential employees and support succession planning.
Promote employee engagement, teamwork, and continuous improvement.
Champion a safety-first culture and ensure compliance with company policies, OSHA requirements, and client standards.
Lead safety meetings, toolbox talks, and incident investigations; promptly address unsafe behaviors and conditions.
Monitor vehicle safety, equipment inspections, and field compliance requirements.
Serve as the primary operational contact for customers and client representatives within the market.
Resolve escalated customer concerns and service issues, support client meetings and operational reviews, and maintain relationships with local utility, permitting, and service entities when applicable.
Oversee installation quality and workmanship standards; review audit results and drive corrective action plans.
Ensure consistent installation methods, testing procedures, and documentation, and reduce repeat service calls through proactive quality management.
Manage labor utilization and operational expenses; monitor technician productivity and route efficiency.
Support budgeting and forecasting, review operational reports, and implement corrective actions to improve performance.
Assist leadership with growth planning, staffing forecasts, and market expansion initiatives.
Review and approve time records, payroll inputs, and technician schedules.
Ensure accurate completion of work orders, inventory transactions, and operational documentation.
Monitor equipment, vehicle, and inventory levels.
Prepare and communicate operational performance reports.