Operations Manager – Broadband (Residential Installations)

AFL provides industry-leading fiber optic products conductor accessories and fittings and related services across the globe. Our company was founded in 1984 with a single fiber optic cable and has grown to include every facet of the passive optical network employing over 5000 associates worldwide and consistently generating annual sales in excess of a billion dollars.

In April of 2019 AFL made a major investment in ITC Service Group a Sacramento-based company providing broadband installation design and staffing services to the telecommunications and IT industries.

ITC Service Group was founded in 1999 and provides managed services and workforce solutions for the nationwide planning design construction installation and maintenance of voice data and video networks.

AFL and ITC were built and are operated on similar core values and philosophies. This will prove extremely beneficial to our customers and our employees.

With our commitment to professional growth and employee development let AFL Connect you to your next career opportunity!

Key Responsibilities

• Oversee day-to-day operations of residential installation teams
• Manage train and support field technicians and supervisors
• Coordinate scheduling routing and dispatch to maximize efficiency
• Ensure installations meet company standards for quality and safety
• Monitor KPIs such as completion rates customer satisfaction and service quality
• Collaborate with leadership to improve operational processes and performance
• Conduct ride-alongs and field audits to ensure technician performance and compliance
• Handle escalated customer issues and resolve service concerns
• Manage inventory tools and equipment for field operations
• Ensure compliance with all local state and company regulations

Qualifications

• 3 years of experience in telecommunications broadband or cable operations
• 2 years in a leadership or management role
• Strong knowledge of residential high-speed internet and voice service installations
• Experience managing field technicians and dispatch operations
• Excellent leadership communication and problem-solving skills
• Ability to work in a fast-paced high-demand environment
• Proficiency with scheduling/dispatch software and reporting tools
• Valid drivers license

Preferred Qualifications

• Experience with fiber and/or copper broadband systems
• Background in ISP cable or telecom installation environments
• Strong understanding of customer service best practices

Compensation & Benefits

• Competitive salary (DOE)
• Performance-based bonuses
• Training and career development opportunities
• Health dental and vision benefits (if applicable)
• Paid time off

Work Environment

• Combination of office and field work
• Frequent interaction with technicians in residential settings
• Fast-paced team-oriented environment focused on growth and service excellence

ITC Service Group (ITC) is an Equal Opportunity Employer. We do not discriminate against any employee or applicant because of race creed color religion gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition (including breastfeeding) or any other basis protected by law.

Required Experience:

Manager