Regional Operations Manager

Job Description

Core Fiber is a network of local internet service providers working together to achieve economies of scale around building more fiber, and changing the landscape of broadband in rural America.

Our mission is, “We work to close the digital divide by building the next generation internet into smaller communities so that they can rely on the same technology and economic benefit as those from metropolitan areas”.

Now we are investing millions in fiber networks in rural America, and continue to partner with towns and cities to change what smaller communities expect from their Internet service provider.

Job Description

Are you excited about leading a dynamic team responsible for expanding fiber Internet service in local markets across the Pacific Northwest? As the Regional Operations Manager, you will oversee the construction and installation activities in multiple towns and cities within the region. Your role will be crucial in ensuring the successful expansion of our network, managing the customer life cycle of installation and repair, and driving customer satisfaction.

The role includes:

• Provide strategic leadership and ensure a cohesive approach to managing the Core Fiber network and all operational employees in the assigned local markets or divisions.
• Oversee the procurement, inventory, and accountability of all consumable materials required for installation activities.
• Collaborate closely with Network Operations and local build contractors to provide local oversight for network fiber construction. This includes ensuring inspections, network tests, acceptance procedures, and project closure.
• Act as the local expert and leader for Core Fiber services, including pre and post-sales activities in the assigned local markets.
• Collaborate with Customer Support to proactively review customer installation calendars to maximize order capacity and ensure efficient scheduling.
• Monitor daily dispatches to ensure on-time arrival and completion of tasks.
• Serve as the senior regional escalation point for technical roadblocks and work towards effective resolutions.
• Regularly review customer satisfaction metrics, intervene when necessary, and maintain a focus on delivering exceptional experiences.
• Monitor operational metrics to identify threats and opportunities, taking appropriate actions to mitigate risks and optimize performance.
• Act as the local expert and point of contact for network restoration efforts in the assigned local markets.
• Collaborate with leadership to ensure the team is well-trained and follows safety protocols during installation and otherwise related to dispatches.
• Manage site pre-fielding and customer drop processes, including handling 811 tickets and coordinating the installation of new underground or aerial drops for residential and business customers.
• Recognize resource constraints and utilize contractor resources to augment staffing levels when dispatch volumes exceed available resources.
• Conduct regular meetings with operational employees and contractors to disseminate company news, communicate policy changes, and address concerns.
• Participate in local marketing events in the assigned local markets as required.
  
  

All other duties as assigned by the Manager.

Knowledge, Skills & Abilities

• Strong communication skills to effectively interact with internal teams, contractors, and customers within the specific local markets.
• Prior experience in telecommunications management is essential.
• Demonstrated leadership skills with the ability to motivate and guide a team within the local markets.
• Excellent relationship management abilities, particularly in maintaining positive contractor relations within the local markets.
• Strong entrepreneurial spirit and drive to achieve organizational objectives.
• Exceptional customer service skills with a focus on delivering outstanding experiences within the specific local markets.
• The ability to assess different construction scenarios within the local markets
  
  

Company Description

We are a team of technology leaders that believe rural America should have the same access to Broadband as those in metropolitan areas, and that FIBER optics is the CORE of how technology grows from here. Our goal in a nutshell, build more fiber!

We are a team of technology leaders that believe rural America should have the same access to Broadband as those in metropolitan areas, and that FIBER optics is the CORE of how technology grows from here. Our goal in a nutshell, build more fiber!