Site Lead

AFL•Auburn, WA

About The Position

The Site Lead, Broadband Operations provides overall leadership, performance oversight, and operational execution for 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 an assigned market or geographic area, the Site Lead is accountable for safety, workforce management, customer satisfaction, productivity, quality metrics, and financial performance. The position bridges field operations and regional leadership while promoting accountability, continuous improvement, and employee development. The role leads day-to-day field activities, manages staffing and resources, monitors service and performance metrics, and addresses escalations. It also supervises and develops personnel, champions safety and compliance, manages customer and client relationships, oversees quality assurance, supports financial and business planning, and ensures accurate operational administration. 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 usually performed in indoor and outdoor environments under multiple environmental conditions. The employee must be able to work in the United States.

Requirements

At least 5 years of broadband, telecommunications, fiber optic, cable, or field service operations experience.
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.
Must 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 conditions involving noise or dust, chemicals and solvents, and mechanical, electrical, and/or other hazards.

Responsibilities

Lead day-to-day field operations for broadband installation, repair, and service activities 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 in the market.
Ensure strong customer experiences, resolve escalated concerns and service issues, and support client meetings and operational reviews as needed.
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 consistency in 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 reporting, and implement corrective actions.
Assist leadership with growth planning, staffing forecasts, and market expansion initiatives.
Review and approve time records, payroll inputs, and technician schedules.
Ensure work orders, inventory transactions, and operational documentation are completed accurately.
Monitor equipment, vehicle, and inventory levels.
Prepare and communicate operational performance reports.