Technical Operations Manager, Drops, Install, & Repairs

GFiber•Denver, CO

13d

About The Position

At gFiber, the Technical Operations Manager, Drops, Install, & Repairs manages a team of internal contractors and third-party vendors to meet forecasted schedule, volume, cost, and quality goals. The role is responsible for vendor performance, cross-functional team initiatives, and continuous performance improvement programs, while ensuring execution of customer-facing service activation and service assurance activities. The team carries out complex projects that expand internet access.

Requirements

Bachelor's degree in Construction Management, Engineering, Business, Telecommunications, or a related field, or equivalent practical experience.
At least 5 years of experience in a vendor management role with customer-facing responsibilities.
Experience managing telecommunications infrastructure, Fiber to the Home/Plant (FTTx) operations, and/or outside plant (OSP) projects.
Experience managing capital, operational, and technical programs.

Nice To Haves

Lean Six Sigma, PMP, or other relevant certifications.
Experience managing large-scale, dynamic operational projects with competing resources, priorities, and changing workflows.
Experience managing vendor teams, technicians, or installers in the telecommunications industry.
Understanding of CAD, GIS systems, and FTTH records/as-builts.
Analytical ability to monitor and review vendors' financial and operational performance.
Demonstrated troubleshooting and creative problem-solving skills in ambiguous situations.

Responsibilities

Manage day-to-day tickets issued to vendors and ensure timely completion of drop installations.
Manage vendors, track and verify invoiced quantities, own and manage vendor purchase orders, and handle on-call responsibilities as needed.
Develop forecasting models and coordinate with vendors to ensure they can support build schedules and inventory releases.
Contact customers to resolve installation roadblocks, manage field escalations, approve field estimates, and maintain excellent customer service.
Ensure compliance with health and safety standards, coordinate quality inspections of drops and installations, and manage associated reporting.
Collaborate with other departments to address drop, installation, and repair issues and promote a positive work environment.
Work with vendors and management to improve, change, and develop efficient installation procedures.
Report market performance to leadership.