Service Delivery Operations Support Lead

Job Summary:

The Service Delivery Operations Support Lead (SDOSL) provides a critical link between residential sales strategy and technical execution in the field. In this role they will design, track, and optimize FTTH drop & install projects, ensuring that sales orders seamlessly transition into successful customer installations & activations, with a high level of customer satisfaction. The SDOSL oversees end-to-end residential fiber-to-the-home (FTTH) service delivery, bridging customer sales orders, field technician routing, and third-party contractor performance to hit installation metrics, reduce truck rolls, and ensure high customer satisfaction. The role also manages GC & Tech Onboarding, and Training management with field tech while working very closely with market teams, control tower, GC’s, warehouse, procurement and finance teams.

 

Location:

• The role will be remote/hybrid based in Omaha, NE.

 

Employment Classification:

• Exempt: Regular, Full-time

 

Supervisory Responsibilities:

• None.

 

Duties / Responsibilities:

• Manage daily scheduling boards and workforce management platforms to route aerial and underground drop installations efficiently. Manage drop bury as per the market SLAs.
• Balance daily workloads, manage the unassigned order queue, and coordinate capacity adjustments. Work with Procurement to Order materials. Inventory management (tracking & reporting)
• Monitor external contractor and internal technician productivity, manage escalations, and track completion metrics. PO & Invoice management and GC work audit. Virtual QCs and Corrective Actions. Manage Corrective Actions to Completion & Report on QC.
• Update tracking systems (e.g., Smartsheet, specialized dispatch tools like COS) with job statuses, customer rescheduling notes, and closeout data. Vetro database & Splicing info. Update Splice Matrix, PPC Completions, and Vendor Fiber Swap
• Design and implement workflow optimizations to cut customer cancellation rates and reduce missed appointments. Understand the D&I SOPs and manage control tower & GC techs accordingly
• Create daily, weekly and monthly reports on all the customers drop & installs with insight into success rate, cancellation rates, failure reasons, rescheduling analysis, network delays tracker etc
• Meet Service Delivery Key Performance Indicators (KPI’s)
• Daily install success rate should be above 70% and monthly success rate should be above 85%. The monthly installable (rate after pre & post customer cancellations) success rate should above 90%.
• Install made appointment rate target is 95% & above. Field tech should be at customer’s home with the 2 hours of the appointment window.
• All the temp drop resulting from either new installs or break=fix / Out of Service trouble ticket should be buried as per the market SLAs. NE SLA has 14 business days, and TX SLA has 7 business days.
• Works closely with market teams and GC tech to ensure timely completion of any network delay-related installs. Network delay installs should be completed within 5 business days of the original install schedule date. All exceptions will require approval from market leaders.
• Compliancy with QC Process in COS FSM is mandatory. Our target is to 100% of virtual QC and 10% of Physical QC. Virtual QC completed within NEXT business day should be above 90%. All the identified QC corrective actions should be completed within 5 business days.

Education and / or Experience:

• Bachelor's degree or equivalent professional experience.
• 3 to 5 years of experience in OSP Engineering, telecommunications field operations, project coordination, and quality control.
• Proficiency with splicing information, inside plant and outside plant details, workforce management platforms, and advanced Excel.

 

Required Skills / Abilities:

• Exceptional verbal and written communication skills to liaise smoothly between GCs, field crews, management, and end customers.
• Strong critical thinking skills to handle real-time field delays, permitting or utility locate issues, and service escalations.

 

Physical Requirements:

 

Definitions:

Continuously: 6-8 hours in an 8-hour day or 60 times per hour

Frequently: 3-6 hours in an 8-hour day or up to 12-60 times per hour

Occasionally: up to 3 hours in an 8-hour day or 1-12 times per hour

Never: No physical requirement

 

In a typical work day, the employee will be required to:

 

• Sit: Frequently
• Stand: Occasionally
• Walk: Occasionally
• Keyboarding: Continuously
• Fine manipulation: Continuously
• Lift: Occasionally will require capability to lift up to 25 pounds.
• Carry: Occasionally will require capability to carry up to 25 pounds.
• Travel: Ability to travel approximately 25% of the time.
• Work Environment:
  • The work environment is primary office or remote based, and the employee may be exposed to varying temperatures and weather conditions when supporting field technicians or other market operations.

 

What’s in it for you:

We truly value our employees and put their well-being first! Here we provide the following:

• Medical and Dental Plan
• Vision Plan
• PTO
• 401(K) with company match
• Collegial environment of talented professionals
• Growing and well-funded company