To monitor and direct the daily operations for Broadband, the Manager, Broadband Operations is responsible for the planning, execution, operation, maintenance, and continuous improvement of the fiber-to-the-home (FTTH) network. This position oversees broadband construction projects, contractor performance, customer installations, service restoration activities, network maintenance programs, inventory management, and operational reporting.
Responsible for managing, planning, monitoring, and reporting on key broadband initiatives from conception through implementation while ensuring reliable network performance and exceptional customer service. Performs a variety of technical, operational, and managerial tasks. Manages project details, operational metrics, contractor relationships, inventory resources, and communication efforts to successfully drive broadband operations.
Communicates with all areas of the business including Operations, Engineering, Customer Service, Marketing, Finance, Inventory Control, and Executive Leadership.
As Manager, Broadband Operations, you play a critical role in delivering and maintaining high-speed broadband services that enhance connectivity and quality of life for members and customers. Success in this position requires strong leadership, project management, operational oversight, contractor management, and technical understanding of fiber optic networks.
Oversee daily broadband operations to ensure reliable delivery of FTTH services.
Develop and implement operational procedures, standards, and best practices.
Monitor operational performance metrics and implement continuous improvement initiatives
Coordinate outage response and service restoration efforts.
Ensure compliance with company policies, safety requirements, and industry standards.
-
Project Planning and Initiation:
Define Project Scope: Determine the goals, deliverables, and milestones.
Manage project budgets and monitor expenditures.Coordinate construction activities with contractors, engineers, and internal stakeholders.
Track project progress and ensure projects remain on schedule and within budget.
Conduct project reviews and oversee project closeout activities.
Installation and Service Delivery Oversight:
Manage contractor resources responsible for customer installations and service activations.
Monitor installation quality, timeliness, and customer satisfaction.
Establish performance expectations and service level standards for contractors.
Coordinate installation schedules and ensure efficient deployment of services.
Resolve escalated installation issues and service delivery concerns.
-
Technical Operations and Network Oversight
Provide operational oversight of FTTH network infrastructure.
Supervise internal Fiber Technicians responsible for quality control inspections, outage restoration, troubleshooting, testing, and network support activities.
Coordinate contractor resources performing construction, production splicing, and specialized technical work.
Ensure network installations and repairs meet established quality and performance standards.
Review network performance data and recommend improvements to reliability and efficiency.
-
Contractor and Vendor Management
Manage relationships with construction contractors, installation contractors, service contractors, and material suppliers.
Monitor contractor performance, productivity, quality, and safety compliance.
Review contractor invoices and validate completed work.
Coordinate procurement of services and materials necessary for broadband operations.
Ensure contractors adhere to contractual obligations and company expectations.
-
Inventory and Asset Management
Provide oversight of broadband inventory procurement, storage, and distribution activities.
Supervise the Inventory Control Associate.
Monitor inventory levels and forecast material requirements.
Coordinate procurement activities to support construction, installations, maintenance, and restoration efforts.
Ensure accurate inventory records and asset tracking systems are maintained.
Work with vendors to maintain material availability while controlling inventory costs.
-
Stakeholder Management and Communication
Provide regular operational and project status updates to executive leadership.
Prepare and present weekly project and operational reports.
Coordinate activities across Engineering, Operations, Customer Service, Marketing, and Finance departments.
Communicate operational priorities, risks, and performance metrics to stakeholders.
Support customer service teams with escalated operational concerns.
-
Documentation and Reporting
Prepare regular reports on project status, operational performance, service quality, and contractor activity.
Ensure accurate network documentation and as-built records are maintained.
Track key performance indicators and operational metrics.
Maintain records required for regulatory compliance and auditing purposes.
-
Quality Assurance and Compliance
Establish and maintain quality standards for construction, installations, maintenance, and service restoration activities.
Conduct field audits and quality control reviews.
Ensure compliance with local, state, and federal regulations.
Required Education, Knowledge, Skills and Abilities:
Bachelor's degree in related field or equivalent work experience
Project Management certification or successful completion of a recognized project management curriculum preferred
Related work experience of two years; Project management 2-5 years' experience
Skills /Abilities and Knowledge
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communication in a clear, straightforward, and professional manner
Ability to prioritize and organize effectively and manage multiple projects and assignments
Ability to develop strong working relationships with peers and project members
Excellent critical thinking skills
Proven ability to perform effectively in a fast-paced environment
Knowledge and ability to use computer and software applications
Ability to analyze and interpret data
Understanding of fiber optic technology, network design, and infrastructure
Strong skills in project planning, execution, monitoring, and closing
Capability to lead and motivate a diverse team of professionals
Geographic Information System tools for mapping and planning fiber routes
Software for designing and simulating fiber optic networks
Physical Demands (if applicable):
General
office environment.Requires considerable desk work, keyboard operation, telephone and radio use. Requires ability to lift and transport computer equipment when maintenance or swap out is required. Require bending, stooping and climbing step ladder when troubleshooting computer hardware and cabling. Occasionally conditions may include periods of intense activity during power restoration efforts requiring precise judgment and communications. Irregular hours, weekend and holiday shifts may be required.
