Director Services Operations II

Provide strategic direction and leadership to regional operations managers, supervisors, and field teams delivering broadband construction, installation, and maintenance services.

Align operational goals with enterprise objectives, translating business strategy into scalable, repeatable delivery models across all broadband service regions.

Serve as a key advisor to the VP, Broadband Services on operational performance, risk, resource needs, and growth opportunities.

Oversee fiber network construction and enablement, residential and small-business internet installation and activation, moves/adds/changes, service calls, and restoration/emergency repair services.

Ensure installation and maintenance service levels, quality standards, and client KPIs are consistently met or exceeded.

Direct market launch planning, territory expansion, and ramp-up staffing to meet client demand and peak-period surges.

Plan and schedule multiple projects and crews to accommodate rapidly changing priorities and deadlines.

Own the profit and loss (P&L) for the broadband regional service areas, including forecasting, budgeting, and cost control for labor, equipment, fleet, and materials.

Establish and administer operating and equipment budgets; monitor and approve expenditures and implement corrective adjustments as needed.

Identify and implement cost-optimization strategies that improve margin predictability without compromising service quality or safety.

Drive workforce planning, resource allocation, and scheduling across direct hires, subcontractors, and contracted personnel to meet dynamic project demands.

Partner with Talent Acquisition and HR on recruiting, onboarding, training, retention, and succession planning for technicians, splicers, and supervisors.

Build a strong bench of operational leaders through coaching, performance management, and development.

Act as the operational liaison between clients and internal departments to coordinate directives, schedules, goals, and project timelines.

Build and maintain trust-based relationships with key clients, ensuring first-visit resolution, installation quality assurance, and a superior customer experience.

Champion a zero-incident safety culture and ensure compliance with all EHS policies, DOT/fleet requirements, and client safety standards.

Ensure company property, tools, and vehicles are protected; promptly report and address theft and safety violations.

Standardize processes and SOPs across regions and drive continuous-improvement initiatives.

Provide timely status, productivity, and expense reports to leadership; ensure supervisor reviews are completed per company guidelines.

Personal Qualities

Servant leadership – builds trust, aligns teams, and leads with emotional intelligence and integrity.

Results orientation – drives accountability and disciplined execution in a fast-changing environment.

Strategic and analytical – identifies key business drivers and uses data to make sound operational decisions.

Resilience and change agility – maintains composure under pressure and keeps teams focused through change.

Strong communicator and influencer – clear, credible, and effective with field teams, clients, and executives.

Qualifications

Bachelor's degree in Business Administration, Engineering, Construction Management, or equivalent experience.

10+ years of progressive operations experience in telecommunications, broadband, or fiber services, including 5+ years in a leadership role.

Demonstrated experience managing multi-site field operations and a full P&L.

Strong knowledge of fiber network construction, splicing/termination/testing, and broadband/ISP installation operations.

Proven ability to scale operations, launch new markets, and manage subcontractor and staffing relationships.

Excellent financial acumen, including budgeting, forecasting, and cost control.

Exceptional written and verbal communication skills; experience presenting to executive leadership and clients.

Proficiency with operations, workforce management, and reporting tools (e.g., Microsoft Office, Power BI).

Working Conditions

Combination of normal office environment and field/site conditions. General hours of Monday through Friday, 8:00 a.m. to 5:00 p.m., with the ability to provide support outside regular business hours as needed. Frequent travel across regional service areas is required. Must be able to work in the United States.

Minimum Education & Certifications

Preferred Degree or Type: B.A./B.S. in Business Administration, Engineering, or equivalent experience.

Required Certifications & Licenses: Valid driver's license; industry certifications preferred.