Field Operations Manager I

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We’re not just growing to build better internet experiences, we’re also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

This role is not eligible for immigration sponsorship.

The application window will be open until at least March 7th, 2024. This opportunity will remain online based on business needs which may be before or after the specified date.

 

Role Description 

As the Field Operations Manager I, you will oversee all field support, splitting time between the central office and field, for local operations, including planning, coaching, scheduling, and coordination of all team activities. You’ll oversee a team that includes Construction Technicians, OSP Plant Maintenance Technicians I and II, and Residential Installers. Using your experience of Fiber to the Home (FTTH), Gigabit Passive Optical Network (GPON), 10 Gigabit Passive Optical Network (XGS) network construction, you will ensure the internal team and vendors understand the proper methods for installation, maintenance, and repair of network infrastructure as well as safety standards like Occupational Safety and Health Administration (OSHA). In this management role, you’ll also focus on resolving complex interactions between customers and team members, making sure everyone feels heard and process iteration occurs.

 

In this role, you’ll:

Field Operations Leadership:

• Lead and manage a team of technicians, overseeing all aspects of field operations including planning, scheduling, and coordinating construction, installation, repair, and maintenance activities.
• Foster team development by actively promoting best practices, identifying skill development opportunities, and creating personalized plans for individual growth.

Technical Expertise:

• Troubleshoot and resolve service issues across the network, from the central office to customer premises.
• Possess proficiency in various technical tasks like installing Ethernet jacks, making telecom space cross-connects, and handling radio installations, maintenance, and troubleshooting.

Customer Service:

• Navigate complex customer interactions with exceptional client service, professionalism, and thoroughness.
• Communicate effectively with internal colleagues and external customers.
• Cultivate relationships with property managers and building owners through advanced technical knowledge, effective communication, and collaboration.

Teamwork and Leadership:

• Execute operational processes and procedures with attention to detail.
• Foster a culture of continuous learning by collaborating with team members to achieve proficiency in troubleshooting complex issues affecting network connectivity and inside wiring.

Additional Responsibilities:

• Ability to work non-standard working hours, including nights, weekends, holidays, and varying shifts, and be willing to travel domestically up to 10% of the time.

 

At a minimum we'd like you to have:

• 5 years of experience in Fiber to the Home (FTTH)/ Gigabit Passive Optical Network (GPON)/ 10 Gigabit Passive Optical Network (XGS) network construction and/or large scale fiber network deployments.
• 5 years of experience managing relationships with contractors and suppliers.
• 3 years in a people manager position. 
• Experience with physical layer components of networking infrastructure, including twisted pair copper cabling (Category 5 or greater), 66 blocks, 110 blocks, patch panels, fiber optic cabling, etc.
• Ability to lift/move up to 50lbs of equipment as required.
• Valid driver's license.
• Ability to pass a motor vehicle record check that meets company standards.
• Ability to work non-standard working hours as needed including nights, weekends, holidays, and differing work rotations/shifts as well as 10% domestic travel.

 

It's preferred if you have :

• 5 years of experience in building and operating fiber networks for business-to-business (B2B) and enterprise environments.
• Experience interfacing with local pole owners and utility companies, coordinating with city/local permitting offices, and subject matter expertis