Operations Manager

Job Description

Purpose: The Operations Manager – Fulfillment is responsible for leading day-to-day broadband and telecom service delivery activities across assigned markets. This includes managing local field operations, coordinating contractors and internal teams, overseeing quality and safety compliance, and ensuring all projects and installations are completed on time and to standard. This role serves as the key operational contact for client communications, progress updates, and issue resolution.

Responsibilities

• Oversee all fulfillment operations within assigned markets including aerial, underground, and in-home service activities
• Direct and schedule field resources and subcontractors to ensure timely project completion and SLA compliance
• Monitor progress against milestones, deployment schedules, and project budgets
• Act as the main point of contact for client interactions, project updates, and issue resolution
• Enforce quality control measures, safety protocols, and performance standards for all work performed
• Evaluate contractor and vendor performance; initiate onboarding or corrective actions as needed
• Collaborate with internal leadership to continuously improve field operations, resource planning, and service delivery models
• Conduct field audits and support documentation, reporting, and escalation processes
• Prepare and deliver performance dashboards and status reports to executive leadership
  
  

Key Measures / Key Performance Indicators

• On-time completion and project success rate
• Contractor and field team productivity metrics
• Compliance with client SLAs and safety protocols
• Field quality assurance pass rate and rework reduction
• Customer satisfaction and escalation responsiveness
• Budget adherence and job costing accuracy
• Frequency and quality of reporting and communication
  
  

Requirements

Education:

Bachelor’s degree in business, engineering, operations, or related field preferred.

Experience

• 5 years of experience in fulfillment, field operations, or project management
• At least 3 years in a leadership role within the telecom, utility, or construction sectors
• Demonstrated success managing subcontractor relationships and multi-site operations
  
  

Exposure

• Field operations in telecom (broadband, internet, voice, video)
• Aerial and underground installation standards
• Job scheduling, budgeting, vendor oversight, and site audits
  
  

Factors critical to success at ITG Communications for this position:

• Strong coordination and leadership in dynamic, field-based operations
• Client communication and service delivery ownership
• Commitment to operational excellence, safety, and quality control
  
  

Additional Comments

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.