Senior Operations Manager

Description

The Senior Operations Manager, Fulfillment Services is a senior leadership role at DCOMM, responsible for overseeing Residential and Business Class Fulfillment Services and Bury Drop operations across multiple business units. This role works directly with System Operators in the telecommunications and broadband industry to ensure high-activity fulfillment services operations meet customer expectations, adhere to metrics, and align with company standards.

Leading a team of Operations Managers, supervisors, and technicians, including employees and subcontractors, the Senior Operations Manager drives operational execution, resource optimization, and employee retention across multiple regions. This role requires exceptional communication skills to engage with customers professionally, provide factual and transparent updates, and ensure commitments are met with precision and accountability.

A key focus of this role is ensuring adherence to customer-defined performance metrics, which are unique to the operator and operation. These metrics include quality of work, service rework rates, on-time arrivals, meter checks, and other critical benchmarks that reflect operational success and customer satisfaction.

Safety and compliance are foundational aspects of this role, with responsibility for promoting a safety-first culture, conducting regular training and audits, and ensuring adherence to OSHA regulations and company safety standards. The Senior Operations Manager plays a strategic role in ensuring financial performance, achieving key metrics such as Labor-to-Revenue (L2R) and Management-to-Revenue (M2R), and supporting the company’s growth initiatives.

The ideal candidate is a results-driven leader with extensive experience in fulfillment services operations with a general contractor working in the telecommunications sector for System Operators. They are skilled at managing multiple business units, addressing complex challenges, and fostering a culture of collaboration, accountability, and continuous improvement in a fast-paced, high-demand environment.

Requirements

YOUR ROLE IN ACTION

• Strategic Oversight Across Multiple Business Units: Lead Residential and Business Class Fulfillment Services and Bury Drop operations across regions, ensuring alignment with customer expectations, corporate goals, and industry standards.
• Leadership of Operations Managers: Directly oversee and mentor Operations Managers, ensuring consistent execution of fulfillment services operations and professional growth within their teams.
• Customer Relationship Management: Act as a senior representative for System Operators, providing professional, factual, and transparent communication. Address service challenges promptly, maintain strong relationships, and ensure commitments are met with precision and accountability.
• Resource Optimization: Manage the allocation of personnel, vehicles, and equipment across a operations, ensuring efficiency and cost-effectiveness. Utilize customer-provided resource management platforms to track, analyze, and optimize operations.
• Financial and Budgetary Management: Oversee regional budgets, achieving KPIs such as Labor-to-Revenue (L2R), Management-to-Revenue (M2R), subcontractor payouts, and adherence to sales budgets. Provide regular financial performance updates to leadership and implement cost-saving measures.
• Customer Performance Metrics: Monitor and enforce adherence to customer-defined metrics, including service timelines, quality standards, and satisfaction scores. Proactively address deficiencies with corrective actions to maintain high service levels.
• Safety Leadership: Champion a safety-first culture by promoting and enforcing compliance with OSHA regulations, company safety protocols, and local standards. Conduct safety training and audits across all business units.
• Operational Excellence: Ensure scheduling, dispatching, and work orders are completed efficiently and accurately. Oversee the use of customer-provided resource management platforms to maintain detailed records and identify opportunities for improvement.
• Subcontractor Management: Oversee subcontractor performance across regions, ensuring adherence to quality, safety, and contractual standards. Foster collaboration and accountability to support operational success.
• Asset Oversight: Ensure proper maintenance, utilization, and accountability of company assets, including vehicles, tools, and equipment, across all business units.
• Compliance and Ethical Standards: Ensure all operations comply with federal, state, and local regulations and company policies. Collaborate with HR and Risk Management to secure necessary permits, address compliance challenges, and uphold DCOMM’s values.
• Employee Retention and Development: Mentor Operations Managers and supervisors, addressing recruitment and retention challenges and building a pipeline of future leaders. Foster a collaborative and professional work environment to promote employee satisfaction.
• Problem-Solving and Decision-Making: Identify and resolve complex operational challenges, leveraging data-driven insights to improve processes and outcomes.
• Communication and Reporting: Maintain regular communication with internal teams and leadership, providing updates on financial performance, customer satisfaction, and operational metrics. Deliver actionable insights to improve performance.
• Business Growth Initiatives: Expand existing customer relationships and identify opportunities for additional services and revenue. Collaborate with leadership to pursue strategic growth initiatives.
• All Other Duties as Assigned: Perform additional tasks and responsibilities as directed by your supervisor to support the evolving needs of the business.
  
  

What We’re Looking For

• Extensive Leadership Experience: Minimum of 7–10 years of experience in a senior leadership role managing multiple business units in fulfillment services operations. Proven ability to lead and develop Operations Managers, supervisors, and technicians in a high-activity telecommunications or broadband environment.
• Fulfillment Services Expertise: Deep understanding of Residential and Business Class Fulfillment Services and Bury Drop operations, with a focus on workflows, customer metrics, and resource management.
• Financial Acumen: Demonstrated expertise in managing large budgets and achieving financial KPIs such as Labor-to-Revenue (L2R), Management-to-Revenue (M2R), and subcontractor payouts. Experience implementing cost-saving measures while maintaining service quality.
• Customer Engagement: Strong ability to manage high-level customer relationships with System Operators, addressing concerns proactively and communicating professionally and transparently.
• Operational Excellence: Advanced experience in optimizing field operations and leveraging customer-provided resource management platforms to improve efficiency and track performance.
• Safety Leadership: Strong commitment to enforcing safety protocols and ensuring compliance with OSHA regulations and company standards.
• Compliance and Integrity: In-depth understanding of federal, state, and local regulations related to fulfillment services. Commitment to upholding DCOMM’s values and ethical standards, including securing permits and ensuring legal compliance.
• Employee Retention and Development: Experience addressing recruitment and retention challenges, fostering collaboration, and mentoring high-performing teams.
• Technological Proficiency: Experience using customer-provided workforce platforms, project tracking tools, and data reporting systems to optimize operations and improve decision-making.
• Adaptability and Resilience: Thrives in a dynamic, fast-paced environment, managing multiple priorities and adapting to changing demands while maintaining exceptional performance.
• Initiative and Growth Mindset: Demonstrates a commitment to personal and professional growth through training, certifications, and active involvement in industry organizations. Seeks opportunities to stay updated on industry trends and best practices.
• Licensing and Compliance: Must have a valid driver’s license within the state in which you reside, meet company MVR requirements, meet company criminal background check requirements, and pass company drug testing requirements.
  
  

PHYSICAL & ENVIRONMENTAL CONDITIONS The Senior Operations Manager, Field Services role is a dynamic position that involves a combination of office-based responsibilities and on-site fieldwork. This individual supports construction operations across a large geographic area, ensuring project success while effectively navigating diverse work environments.

• Work Environment: Split between office settings for planning and administrative tasks, and field visits to construction sites. Field environments may include outdoor settings, uneven terrain, and active construction zones.
• Travel Requirements: Frequent travel within the assigned region to oversee projects, meet with customers, and collaborate with teams. Overnight travel may occasionally be required to support operational needs.
• Physical Demands:
• Ability to navigate construction sites, including climbing stairs, ladders, or traversing uneven or confined spaces.
• Comfortable working in outdoor environments with exposure to various weather conditions, including extreme heat, cold, rain, and wind.
• Capability to lift and carry up to 50 lbs as needed to inspect or manage site-related activities.
• Prolonged periods of sitting, standing, walking, or driving depending on the day’s responsibilities.
• Safety Requirements: Strict adherence to safety protocols, including the use of Personal Protective Equipment (PPE), is mandatory when visiting worksites or operating in potentially hazardous areas.
• Facility Oversight: Includes regular assessment and management of company facilities within assigned business units to ensure operational readiness and compliance with company standards.
• Professional Communication: As a primary representative of the company, this role requires exceptional communication skills to engage effectively with customers, vendors, and internal teams. The Operations Manager must maintain a professional demeanor at all times, fostering trust and upholding the company’s reputation.
• Soft Skills and Emotional Intelligence: Success in this role depends on strong interpersonal skills, including the ability to empathize, coach, and counsel employees while fostering a collaborative and supportive work environment. This includes the ability to diffuse challenging situations, address conflicts constructively, and build positive relationships across teams.
• Schedule Flexibility: The role requires flexibility to manage extended hours, evening, or weekend work to meet project deadlines or address urgent needs.
  
  

LOCATION AND TRAVEL

• Primary Work Location: The Senior Operations Manager, Field Services will primarily operate within their assigned geographic region, balancing time between office settings and field visits to construction sites. The exact location will depend on the assigned territory.
• Travel Requirements: Frequent travel within the region is required to oversee projects, conduct site visits, and collaborate with teams and customers. Travel may also include visits to company facilities and meetings with subcontractors or stakeholders.
• Overnight Travel: Occasional overnight travel may be necessary based on project timelines, customer requirements, or regional needs.
• Lodging Expenses: Lodging expenses incurred during approved business travel will be covered by the company.
• Per Diem for Meals: A per diem allowance will be provided for meals during approved travel.
• Driver Expectations: A valid driver’s license is required for this role. The individual must maintain an acceptable driving record and adhere to safe driving practices when using company-provided or personal vehicles for business purposes.
  
  

Employee Benefits

• Competitive Wages: Offering a salary that is competitive within the industry.
• Paid Training: Providing training programs at no cost to the employee, ensuring skill development and career growth.
• Health Insurance: In accordance with the company benefits package.
• Paid Time Off (PTO): PTO policy to support work-life balance.
• Company-Provided Uniforms: Uniforms are provided by the company, ensuring a professional appearance and compliance with safety standards.
• Company Owned Vehicle: Company vehicle provided, with fuel card and maintenance covered by the company.
• Technology: Essential technological tools, including a computer and necessary software applications required to perform job duties, are provided to enhance productivity and connectivity in the workplace.
  
  

CAREER OPPORTUNITIES AND ADVANCEMENT At DCOMM, we are committed to fostering professional growth and creating pathways for advancement. The Senior Operations Manager, Field Services role is pivotal to our leadership structure and offers opportunities to drive meaningful change while advancing your career.

• Pathway to Director-Level Roles: As a senior leader, this role positions you for advancement to Director of Operations or other executive-level positions within DCOMM.
• Strategic Leadership Development: Gain exposure to high-level decision-making, regional strategy execution, and cross-functional collaboration, preparing you for broader responsibilities.
• Expanded Influence: Oversee multiple business units and directly shape the growth, performance, and success of DCOMM’s field services operations.
• Recognition and Rewards: Be acknowledged for delivering results, achieving operational excellence, and mentoring the next generation of leaders.
• Internal Promotion Focus: DCOMM values internal growth and prioritizes promoting employees who demonstrate dedication, innovation, and leadership.
• Skill Development Opportunities: Participate in leadership training, industry events, and professional development programs to further enhance your expertise and impact.
  
  

At DCOMM, your success is our success. By excelling in this role, you will position yourself for further career advancement while making a lasting impact on the organization. COMMITMENT TO EQUAL OPPORTUNITY DCOMM is an Equal Opportunity Employer. We are committed to fostering an inclusive and equitable workplace where diversity is celebrated. We do not discriminate based on race, color, religion, sex (including pregnancy-related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.