National Operations Support Lead

Role Description

The National Operations Support Lead is a critical leadership role responsible for driving operational excellence, efficiency, and continuous improvement across our national Fiber-to-the-Home (FTTH) network. This leader will build and direct a centralized support team that owns the end-to-end lifecycle of operational metrics—from creation and development to performance tracking and strategic improvement.

Acting as the vital bridge between corporate strategy and field execution, this role will partner deeply with market and regional teams to optimize Outside Plant (OSP) Construction, OSP Repair & Maintenance, as well as Drops, and In-Home Installation and Repair. The ideal candidate is a data-driven strategist and telecom operations expert who will use data to drive vendor accountability, permanently lower operational costs, and streamline processes across all markets.

In this role, you’ll:

Serve as the primary national support mechanism for regional operations teams across OSP Construction, OSP R&M, Drops, and In-Home Installation & Repair.
Partner with regional leaders to analyze local performance data, identifying root causes for underperformance and deploying targeted support to resolve them.
Ensure alignment between national support and local market execution, driving consistency in how to operate from coast to coast.
Own the continuous improvement of metric reporting, transitioning raw data into actionable insights for regional leadership and market teams to put into practice.
Establish national performance baselines and target benchmarks for construction methods and velocity, repair SLAs, drop completion rates, and in-home installation quality.
Leverage performance data to partner with regional teams in holding third-party vendors and contractors accountable to SLAs and adherence to quality standards.
Build, mentor, and lead a high-performing National Operations Support team composed of data analysts, process engineers, and operations specialists.
Foster a culture of continuous improvement, analytical rigor, and collaborative partnership with field teams.

At a minimum we'd like you to have (5 of 5):

Bachelor’s degree or equivalent practical experience.
7 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries.
7 years of experience in Program Management directly leading projects.
Experience with FTTH / GPON networks, deployments, and associated operational functions.
5 years of experience in leading teams and in direct vendor management.

It's preferred if you have (6 of 6):

Bachelor’s degree in Business, Engineering, Data Analytics, or a related field (Master’s/MBA preferred) or equivalent practical experience.
10 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries.
Deep understanding of OSP Construction, OSP Maintenance, Drop burials/aerials, and In-Home Installation & Repair processes.
Proven track record of building and managing complex operational metrics, KPIs, and data visualization tools
Extensive experience managing large-scale outsourced vendor/contractor relationships, including contract optimization and performance score-carding.