Jobs and Careers
IQ
Senior Director, Technical Operations
IQ FiberJacksonville, United Statesfull_timeVerifiedPosted 3 Apr 2026
About the role
The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here.
We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.
Position Summary:
The Senior Director, Technical Operations is a high- energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers. The Director, Technical Operations is responsible for building, leading and mentoring a team of installation and service technicians in the field, managing the day-to-day operations for the Technical Operations Team, including providing strategy and tactics to improve the end user experience, assisting in the field when needed and with escalations, and ensuring the team is hitting its goals. This role is responsible for overall team structure, assessing resource needs, recruiting, hiring, training, development, performance management and retention of the team. The Senior Director, Technical Operations will also serve as the functional point of contact to senior leadership, employees and other stakeholders regarding field operations and performance across the entire IQ Fiber footprint.
Essential Duties and Responsibilities:
We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.
Position Summary:
The Senior Director, Technical Operations is a high- energy, coaching-focused role that inspires a collaborative, results-driven culture as well as an environment that allows individuals to thrive in their careers. The Director, Technical Operations is responsible for building, leading and mentoring a team of installation and service technicians in the field, managing the day-to-day operations for the Technical Operations Team, including providing strategy and tactics to improve the end user experience, assisting in the field when needed and with escalations, and ensuring the team is hitting its goals. This role is responsible for overall team structure, assessing resource needs, recruiting, hiring, training, development, performance management and retention of the team. The Senior Director, Technical Operations will also serve as the functional point of contact to senior leadership, employees and other stakeholders regarding field operations and performance across the entire IQ Fiber footprint.
Essential Duties and Responsibilities:
- Manage the day-to-day operations of the Technical Operations Team who install FTTH service, resolve customer service issues and process physical disconnects.
- Manage the day-to-day operations of the Technical Operations Dispatch Team(s) including establishing appropriate quota capacity to meet company growth projections and service requirements.
- Responsible for hiring, onboarding, development, training and retention of Technical Operations Team.
- Lead by example to cultivate and maintain a collaborative, empowered, high-performance, engaged culture focused on installation and service excellence and resolving customer issues.
- Set clear individual and team objectives, evaluate progress and provide ongoing performance feedback to achieve key customer success metrics (Install completion, Quality, CSAT, Meantime to Resolution (MTTR), Cost to Install, etc.).
- Set up, manage and improve standards and procedures within the team.
- Ensure adherence to customer, company, industry (TIA/EIA, ANSI, BICSI), and Safety standards
- Ensure working practices are well defined and operational.
- Develop, implement and manage installation and service quality programs.
- Ensure team has the proper equipment to complete assigned work (CPE, installation materials, tools, test equipment, etc.).
- Oversee proper operation and maintenance of assigned vehicles, equipment and tools within company safety standards and maintains required certifications and/or licenses. Provides employee training and development.
- Assist with writing and maintaining the internal and external knowledge bases.
- Develop daily, weekly, and monthly reports on team’s productivity.
- Monitor for trends and drive organizational performance improvement including customer satisfaction, operating efficiency, and service quality.
- Provide feedback to outside plant construction manager if plant issues are discovered to ensure continuous process improvement.
- Provide guidance on budget preparation for both capital and operating expenses.
- Review daily priorities and take appropriate action to ensure results are achieved.
- Monitor staff schedule availability and make dynamic changes to schedules to meet install interval and service resolution goals
- Develop and administer schedules and performance requirements
- Schedule and perform one on ones with the team to consistently coach and provide actionable feedback to promote career growth a
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