Telecomm Operations Manager

Intrepid Fiber Networks • Broomfield, CO

17h • Onsite

About The Position

The Operations Manager is responsible for analyzing data ,processes, and implementing corrective actions to support day-to-day operations in active markets. This role will ensure that timely reporting and corrective actions are in place to drive superior operational performance for our customers. This role is onsite at our Broomfield, CO office.

Requirements

• Associate’s degree in a technical field required.
• Self-starter / can operate independently and make sound decisions as it relates to support of customers and network.
• Ability to multitask, prioritize work and on the fly, re-prioritize work
• Experience engaging with executive teams for reporting and escalations
• Must be able to understand, read, and interpret construction documents – (network diagrams / as-builts).
• Understanding all facets of OSP, including construction methods, materials used, and how to diagnose network outages.
• Able to maintain a customer and network health focus.
• Can manage difficult or emotional customer situations and respond promptly to customer needs with a focus on solving conflict, not blaming.
• Understands and prioritizes safety by observing safety and security procedures, determining appropriate action beyond guidelines, and reporting potentially unsafe conditions.
• Ability to work Monday through Friday.
• Some local travel will be required.

Responsibilities

• Work directly with the Installation vendors for order scheduling.
• Allocate work orders within our service-order management system.
• Schedule and coordinate customer service-drop appointments to ensure efficient installation.
• Proactively call customers to reschedule missed and delayed appointments.
• Interface between the Internet Service Providers (ISP) and the Installation vendors to coordinate service order rescheduling, damage-claim submissions, follow-up customer escalations, D2D Activity and Marketing efforts.
• Complete capacity planning and forecasting for residential and commercial customers and collaborate with vendors on staffing plans.
• Conduct audits of vendor invoices to verify accuracy and proper billing.
• Audit daily installations and implement corrective actions.
• Perform field inspections and execute corrective actions.
• Ensure that all daily scheduled installation activities are completed daily and on time.
• Maintain installation materials inventory for installation vendors and order as needed.
• Lead and manage network outages, including running the conference call, dispatching technicians, and repair vendors.
• Assign Service Ticket work orders in our service-order management system.
• Engage in on-call rotation and support weekend and after-hours installations and repairs.
• Design, implement, and maintain metrics and reports to improve business processes.
• Provide operational metrics and reporting to the senior leadership team.

Benefits

• Medical Plans: Various options, including high-deductible plans with lower premiums. Preventive care is covered at 100%, and you have access to a wide network of providers.
• 401(k) Plan: Includes a company match to help you save for retirement.
• Employee Assistance Program (EAP): Provides support for personal and work-related issues.
• Paid Time Off (PTO): Starts accruing on your first day.
• Additional benefits can include Dental and vision insurance, life and disability insurance, company vehicle or mileage reimbursement, and other perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree