What are the responsibilities and job description for the Operations Manager – Broadband (Residential Installations) position at AFL?
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 5,000 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 driver’s 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.