Workforce Enablement Manager

About All Points Broadband

All Points Broadband is a fast-growing fiber-to-the-home (FTTH) provider dedicated to bridging the digital divide and bringing high-speed internet access to underserved communities throughout Virginia and beyond. Headquartered in Richmond, VA, we are committed to building and operating state-of-the-art fiber networks that empower residents, businesses, and communities with the connectivity they need to thrive in today's digital world.

As a dynamic and rapidly growing FTTH provider, All Points Broadband fosters a collaborative and entrepreneurial culture where teamwork and innovation are highly valued. We operate as one cohesive team, working together to drive rapid growth and achieve ambitious goals. We empower our employees to take ownership, contribute to their unique talents, and make a real difference in connecting communities. If you're looking for a fast-paced environment where you can learn, grow, and contribute, All Points Broadband is the place for you.

The Opportunity:

The Workforce Enablement Manager is responsible for designing, implementing, and optimizing capacity planning strategies across field operations and network deployment functions for a broadband/ISP environment. This role ensures efficient resource utilization, reduced customer install cycle times, and alignment between demand, workforce capacity, and service delivery performance.

The ideal candidate will leverage data-driven insights to improve install timelines, technician productivity, and overall cost-to-serve while building scalable capacity management frameworks, while also influencing boundary partners across the organization to drive alignment and execution.

Key Responsibilities:

• Build and lead a comprehensive Capacity Management program, including development of methodologies and tools.
• Define and implement capacity planning models to forecast demand versus available workforce and network delivery capacity.
• Identify, evaluate, and deploy tools and systems required for capacity planning, forecasting, and performance tracking.
• Manage and continuously improve key operational metrics, including days to Install (DTI) for new customers, post-drop completion timelines and average days to install after sign-up (order-to-install cycle time)
• Identify bottlenecks in the installation lifecycle and implement corrective actions to reduce delays and improve service delivery SLAs.
• Coordinate with field operations, construction, sales and the NOC to ensure smooth handoffs and efficient workflows.
• Monitor and optimize technician utilization across daily, weekly, and monthly intervals.
• Balance workload distribution to ensure efficient use of field resources while maintaining service quality.
• Develop Staffing, Scheduling models and Capacity thresholds to support seasonal demand fluctuations and growth.
• Develop and maintain cost-to-serve models for installation and service delivery operations.
• Identify opportunities to reduce operational costs while maintaining or improving customer experience.
• Drive initiatives focused on automation, process improvement, and resource optimization.
• Conduct root cause analysis to identify trends and recommend operational improvements.
• Deliver regular reporting and insights to senior leadership.
• Establish and manage a robust set of KPIs and performance dashboards.

Required Skills and Experience:

• 5 years of experience in capacity planning, operations management, or field service management within telecom/ISP or utilities industries.
• Proven experience managing installation operations, workforce planning, driving accountability, and service delivery metrics.
• Strong analytical skills with experience in data modeling, forecasting, and KPI development.
• Demonstrated strong ability to influence cross-functional and boundary partners without direct authority.
• Experience with workforce management tools, scheduling systems, or capacity planning platforms.
• Strong leadership and cross-functional collaboration.
• Strong ability to think strategically, problem-solve, and make data-driven decisions.
• Proven experience with process design and continuous improvement while being able to influence.

Preferred Experience:

• Experience building capacity frameworks from the ground up.
• Familiarity with GIS systems, ticketing systems (e.g., ServiceNow), or field service platforms.
• Knowledge of fiber, cable, or broadband network deployment processes.
• Lean Six Sigma or process improvement certification.

Education:

• Bachelor’s degree in business, Engineering, Telecommunications, or related field (MBA preferred).