Operations Manager

The Operations Manager oversees the daily field and central office operations that support RTC Communications’ residential service areas. This role is responsible for leading Installation & Repair, aerial and buried construction, buried drop crews, and central office operational tasks including power systems, generator inspections, and routine maintenance coordination. The Operations Manager ensures safe, efficient, and high‑quality service delivery while maintaining strong cross‑departmental alignment with Network Engineering, Commercial Solutions Engineering, and Engineering.

This position plays a critical role in maintaining network reliability, responding to outages, and ensuring that RTC’s field operations meet the highest standards of safety, technical performance, and customer service. The role is 100% onsite and includes responsibility for after‑hours outage coordination and weekend trouble ticket response.

Key Responsibilities

Leadership & Team Management

• Directly supervise Installation & Repair technicians, aerial and buried construction crews, and buried drop crews.
• Assign daily workloads, monitor progress, and evaluate performance to ensure accountability and continuous improvement.
• Provide coaching, technical training, and development for all field and central office job descriptions.
• Serve as the primary point of contact for all customer complaints related to operations, ensuring timely resolution and improved customer confidence.
• Foster a culture of safety, professionalism, and customer‑focused service.

Field Operations & Central Office Oversight

• Oversee all residential installations, repairs, and service activations.
• Manage aerial and buried construction activities, ensuring adherence to engineering specifications, NESC standards, and RTC quality expectations.
• Supervise buried drop operations, including scheduling, restoration, and customer coordination.
• Oversee central office tasks including battery rundowns, generator inspections, power plant checks, and coordination of required maintenance.
• Ensure all work meets RTC technical standards and regulatory requirements.

Outage Response & After‑Hours Coordination

• Serve as the primary point of contact for after‑hours outages and weekend trouble tickets.
• Coordinate appropriate crews, contractors, and internal teams to restore service quickly and safely.
• Maintain clear communication with leadership and engineering during major events or escalations.

Safety, Compliance & Quality Assurance

• Lead all safety programs, OSHA compliance, and PPE enforcement for field operations.
• Conduct safety audits, accident investigations, and corrective action planning.
• Maintain and refine quality control processes for installations, repairs, and construction work.
• Ensure adherence to RTC’s technical, operational, and customer service standards.

Fleet Appearance & Accountability

• Partner with the fleet management department to ensure all vehicles receive required maintenance.
• Maintain responsibility for daily fleet appearance, cleanliness, and reporting of damages.
• Enforce vehicle use policies and ensure accurate documentation of issues.

Cross‑Departmental Coordination

• Collaborate closely with Network Engineering, Engineering, and Commercial Solutions Engineering to align on plant design, construction priorities, and service readiness.
• Coordinate with Customer Care to ensure smooth workflow and timely service delivery.
• Interface with all locate companies to ensure timely marking, prevent damages, and support construction and repair activities.
• Support engineering teams with field validation, splicing coordination, and construction readiness.

Scheduling, Resource Planning & Process Improvement

• Oversee daily and long‑term scheduling for I&R, construction, and drop crews.
• Monitor project timelines, resource allocation, and material readiness.
• Work with Procurement and Engineering to ensure materials, equipment, and tools are available when needed.
• Identify opportunities to improve operational efficiency, safety, and service quality.

Performance Tracking & Reporting

• Track KPIs including mean time‑to‑repair, installation intervals, construction productivity, and outage response metrics.
• Monitor and report on service order repeats and trouble ticket repeats to identify root causes, reduce rework, and improve customer confidence.
• Prepare operational reports for senior leadership, highlighting trends, risks, and recommendations.
• Use performance data to guide staffing, training, and process improvements.

Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Telecommunications, Engineering, or related field preferred; equivalent experience considered.
• Minimum 5 years of telecommunications experience in field operations, construction, central office, or related technical roles.
• Minimum 2 years of supervisory or leadership experience in a technical or service‑driven environment.