Order Management Lead

At Forged Fiber, our mission is bold but simple: deliver fast, reliable, future‑proof connectivity that builds the foundation for everything online. As we execute, we believe the right way to do something is the only way. This foundation guides how the company builds, operates, and maintains a state‑of‑the‑art open‑access fiber network platform that empowers millions.

Forged Fiber is about more than building a network. It is about people. Every role matters. Every contribution counts. Together, employees create impact through teamwork, trust, and a shared commitment to excellence.

The Forged Fiber 37 Fiber Order Management Lead is responsible for overseeing end‑to‑end order execution for dark fiber services, ensuring vendor performance, project management of the order progression, reporting, SLA adherence, and operational excellence. This role serves as the primary escalation point for vendors and internal stakeholders, drives data‑driven performance management, and leads continuous process improvement and automation initiatives. The ideal candidate combines strong operational leadership with deep experience in telecom infrastructure, vendor management, and cross‑functional coordination.

• Lead the end‑to‑end dark fiber order lifecycle, including intake, provisioning, vendor coordination, delivery, and closeout.
• Establish governance models to ensure consistent, predictable, and scalable order execution.
• Act as the primary escalation point for complex, high‑impact, or delayed orders.
• Own vendor performance management across dark fiber providers, construction partners, and local access vendors.
• Define and manage escalation paths, cadence reviews, and issue‑resolution frameworks.
• Partner with procurement and legal teams to support contract compliance and vendor accountability.
• Define, track, and report SLAs, KPIs, and operational performance metrics (e.g., order cycle time, on‑time delivery, vendor responsiveness).
• Identify trends, risks, and systemic issues impacting service delivery.
• Drive corrective action plans with vendors and internal teams when performance targets are missed.
• Develop demand forecasts and capacity outlooks for dark fiber orders.
• Produce executive‑level dashboards and reporting for leadership, highlighting performance, risks, and opportunities.
• Translate operational data into actionable insights for senior stakeholders.
• Identify opportunities to streamline order management workflows and reduce manual effort.
• Lead process re‑engineering initiatives focused on scalability, accuracy, and speed to delivery.
• Partner with IT, data, and automation teams to define and execute an order management automation roadmap.
• Serve as the central coordination point across Network Engineering, Construction, Finance, Sales, Legal, and IT.
• Ensure alignment between commercial commitments and operational execution.
• Facilitate regular cross‑functional forums to proactively manage dependencies and risks.

• Bachelor’s degree in business, engineering, telecommunications, or a related field (or equivalent experience).
• 7+ years of experience in telecom, fiber infrastructure, or network operations.
• 3+ years in a leadership or lead role within order management, provisioning, or service delivery.
• Proven experience managing vendors and enforcing SLAs in a complex operational environment.
• Strong analytical skills with experience building dashboards, KPIs, and executive reports.

• Direct experience with dark fiber, lit fiber, or large‑scale network infrastructure deployments.
• Experience with order management systems, workflow tools, and automation platforms.
• Familiarity with construction management, permitting, and right‑of‑way processes.
• Lean, Six Sigma, or similar process improvement certifications.
• Power BI Reporting expertise.

• Operational leadership and accountability
• Power BI Reporting
• Vendor negotiation and escalation management
• Data‑driven decision‑making
• Executive communication and storytelling
• Process optimization and automation mindset
• Cross‑functional influence without direct authority

This information reflects the anticipated base…