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.

The application window will be open until at least September 6, 2024 . This opportunity will remain online based on business needs which may be before or after the specified date.

At GFiber, our Technical Operations team is responsible for the on-the-ground completion of complex projects that bring internet access to people. We strive to promote a positive work environment that holds true to our GFiber values and brand.

Role Description

As a Technical Operations Manager, Drops and Installs, you will manage a team of external vendor partners to ensure forecasted goals are met related to scheduling, volume, cost, key performance indicators, and quality. You will be responsible for vendor performance, leadership of cross-functional team initiatives, and support of continuous performance improvement programs. You will ensure the team focuses on strategic customer-facing activities related to service activation and service assurance. You will be in charge of constructing fiber from our network at the street to the customer's premise alongside installing and repairing their on-premise services.

In this role, you'll:

• Manage day-to-day tickets issued to vendors to ensure the timely completion of drops, installation, and repair work to the customer base.

• Serve as the vendor manager, track and verify invoiced quantities, own and manage vendor purchase orders (PO's).

• Contact customers to help resolve any installation roadblocks, manage escalations from the field, and approve field estimates; ensure excellent customer service.

• Coordinate with Quality Inspections of drops and Installations, and associated reporting.

• Work collaboratively with other departments to address any drop, installation, or repairs issues.

• Work with vendors and management to continually improve, change, and develop procedures for efficient installations, and report up to leadership on market performance

At a minimum we'd like you to have:

• Bachelor's degree in Construction Management, Engineering, Business, Telecommunications, a related field, or equivalent practical experience.

• 6 years of experience in a vendor management role with customer-facing responsibilities (e.g., managing frontline technicians, frontline construction on customer premise).

• 6 years of experience managing vendor teams, technicians, supervisors, and/or installers in the telecommunications industry.

• Experience managing telecommunication infrastructure, Fiber to the Home/Premise (FTTx) operations, and/or outside plant (OSP) projects.

• Experience managing capital, operational, and/or technical programs.

It's preferred if you have:

• Lean Six Sigma, PMP, or other relevant certifications.

• Experience managing large-scale and dynamic operational projects with changing workflows and competing resources/priorities.

• Understanding of CAD, GIS systems and FTTH records/As-builts.

• Ability to monitor/review vendors’ financial and operational performances.

• Demonstrated ability to employ sound troubleshooting skills and problem-solving skills to resolve ambiguous situations.

The US base salary range for this full-time position is $114,000 - $126,000 + bonus + cash award + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. (https://careers.google.com/privacy-policy/) For more information please refer to our Equal Employment Opportunity Policy (https://careers.google.com/eeo/) and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF) (https://careers.google.com/jobs/dist/legal/EEOC_KnowYourRights_10_20.pdf) .

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form (https://docs.google.com/forms/d/e/1FAIpQLSdssMbqAfgzQyXmBStjjc-OOg64CssJRQf5_yWGEBClZZrkpw/viewform?resourcekey=0-CxawQc0qPzP7wkZuem4M3A) . Our candidate accommodations team will then connect with you to confidentially discuss your options.