Site Lead

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!

Job Summary:

The Site Lead, Broadband Operations is responsible for the overall leadership, performance, and operational execution of a local broadband installation and service delivery operation. This position oversees Broadband Technician Leads and Broadband Technicians, ensuring safe, efficient, and high-quality installation, repair, and customer service activities are delivered in accordance with company standards and client expectations. The Site Lead serves as the primary operational leader for a designated market or geographic area and is accountable for safety performance, workforce management, customer satisfaction, productivity, quality metrics, and financial performance.

This role bridges field operations and regional leadership while fostering a culture of accountability, continuous improvement, and employee development.

Responsibilities:
Operational Leadership

• Lead all day-to-day field operations for broadband installation, repair, and service activities within an assigned market.
• Ensure customer appointments are completed on time and in accordance with service-level agreements (SLAs).
• Monitor and drive key performance indicators including productivity, quality, first-time completion rates, repeat trouble calls, customer satisfaction, and safety performance.
• Coordinate workload distribution and workforce planning to support operational demands.
• Manage escalation issues involving customers, technicians, and clients.
• Ensure adequate staffing levels, equipment availability, and resource allocation.
• Directly supervise and develop Broadband Technician Leads and field technicians.
• Recruit, onboard, train, coach, and develop field personnel.
• Conduct regular field audits, quality inspections, and ride-alongs.
• Establish clear performance expectations and accountability measures.
• Identify high-potential employees and support succession planning efforts.
• Promote employee engagement, teamwork, and continuous improvement.

Safety & Compliance

• Champion a safety-first culture throughout the operation.
• Ensure compliance with company safety policies, OSHA requirements, and client standards.
• Lead safety meetings, toolbox talks, and incident investigations.
• Address unsafe behaviors and conditions immediately.
• Monitor vehicle safety, equipment inspections, and field compliance requirements.

Customer & Client Management

• Serve as the primary operational contact for customers and client representatives within the market.
• Ensure exceptional customer experiences through consistent service delivery.
• Resolve escalated customer concerns and service issues.
• Support client meetings and operational reviews as needed.
• Maintain strong relationships with local utility, permitting, and…