Note: The job is a remote job and is open to candidates in USA. GFiber is an Alphabet company providing Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. The National Operations Support Lead will drive operational excellence and continuous improvement across the national FTTH network by leading centralized support, optimizing field operations, managing performance metrics, and holding vendors accountable. The role also involves building and mentoring a high-performing operations support team.
Responsibilities
- Serve as the primary national support mechanism for regional operations teams across OSP Construction, OSP R&M, Drops, and In-Home Installation & Repair
- Partner with regional leaders to analyze local performance data, identifying root causes for underperformance and deploying targeted support to resolve them
- Ensure alignment between national support and local market execution, driving consistency in how to operate from coast to coast
- Own the continuous improvement of metric reporting, transitioning raw data into actionable insights for regional leadership and market teams to put into practice
- Establish national performance baselines and target benchmarks for construction methods and velocity, repair SLAs, drop completion rates, and in-home installation quality
- Leverage performance data to partner with regional teams in holding third-party vendors and contractors accountable to SLAs and adherence to quality standards
- Build, mentor, and lead a high-performing National Operations Support team composed of data analysts, process engineers, and operations specialists
- Foster a culture of continuous improvement, analytical rigor, and collaborative partnership with field teams
Skills
- Bachelor's degree or equivalent practical experience
- 7 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries
- 7 years of experience in Program Management directly leading projects
- Experience with FTTH / GPON networks, deployments, and associated operational functions
- 5 years of experience in leading teams and in direct vendor management
- Bachelor's degree in Business, Engineering, Data Analytics, or a related field (Master's/MBA preferred) or equivalent practical experience
- 10 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries
- Deep understanding of OSP Construction, OSP Maintenance, Drop burials/aerials, and In-Home Installation & Repair processes
- Proven track record of building and managing complex operational metrics, KPIs, and data visualization tools
- Extensive experience managing large-scale outsourced vendor/contractor relationships, including contract optimization and performance score-carding
Benefits
- Bonus
- Benefits
Company Overview