Senior Manager, Training and Enablement ? Field Operations

Consolidated Communications Enterprise Services, I • Columbus Grove, OH • 12h ago

Major Duties
Classification: Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.
Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.
Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Fidium is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Fidium, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.
We are seeking a strategic and hands-on Senior Manager of Training and Enablement to lead a team of analysts supporting our Field Operations team. This role will drive the development and execution of analytical solutions that uncover business insights, improve customer outcomes, and streamline operational performance.
Responsibilities
Lead the internal and external operational teams responsible for installation, service repair, and testing equipment and materials that will support fiber broadband products.
Lead the group responsible for training and quality support for customer care centers and provide KPI improvement support
Develop, oversee and document procedures for our field technicians, care centers, and other back-office teams such as dispatch.
Collaborate with the training team to identify and develop necessary tools, technical and soft training skills.
Set and achieve key performance indicators for both internal and external resources.
Prioritize workloads and projects cross-functionally as needed.
Utilize relationships with vendor suppliers to help facilitate vendor training as well as establish
Work with product teams in the development and deployment of new products, services and processes.
Work with the sales teams to drive product revenue and achieve sales penetration goals.
Work with boundary partners for the respective functions to ensure KPI success
Understand, model and advocate all company policies and ensure compliance across functions supported.
Qualifications
Bachelor's degree in Business Analytics, Computer Science, Business or related field.
5+ years of experience in a fiber broadband provider environment, with at least 2 years in a leadership or managerial role.
Proven track record delivering complex projects that impact operational performance and customer experience.
Experience with data reporting and dashboard tools such as Power BI, Tableau, or equivalent to review KPI performance and identify opportunities to provide training support
Demonstrated ability to influence cross-functional stakeholders through data-driven insights and project manage various operational initiatives
Excellent organizational, communication, and interpersonal skills.
Ability to balance strategic thinking with day-to-day execution in a fast-paced, evolving environment.
Leadership Competencies
Empowers and develops talent with a growth mindset and clear feedback loops
Drives results with discipline, ownership, and accountability
Thinks strategically while maintaining strong attention to data detail
Navigates ambi

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