Service Delivery Operations Support Lead Omaha

Service Delivery Operations Support Lead

Georgetown, Texas;
Omaha, Nebraska;
Southlake, Texas, United States

Job Summary:

The Service Delivery Operations Support Lead (SDOSL) provides a critical link between residential sales strategy and technical execution in the field. In this role they will design, track, and optimize FTTH drop & install projects, ensuring that sales orders seamlessly transition into successful customer installations & activations, with a high level of customer satisfaction. The SDOSL oversees end-to-end residential fiber-to-the-home (FTTH) service delivery, bridging customer sales orders, field technician routing, and third-party contractor performance to hit installation metrics, reduce truck rolls, and ensure high customer satisfaction.

The role also manages GC & Tech Onboarding, and Training management with field tech while working very closely with market teams, control tower, GC’s, warehouse, procurement and finance teams.

Location:

• The role will be remote/hybrid based in one of our offices. Must be located in Omaha, NE, Southlake, TX, or Georgetown, TX.

Schedule:

• Monday - Friday, some weekends as business needs.

Employment Classification:

• Exempt:
  Regular, Full-time

Supervisory Responsibilities:

• None.

Duties / Responsibilities:

• Manage daily scheduling boards and workforce management platforms to route aerial and underground drop installations efficiently. Manage drop bury as per the market SLAs.
• Balance daily workloads, manage the unassigned order queue, and coordinate capacity adjustments. Work with Procurement to Order materials. Inventory management (tracking & reporting)
• Monitor external contractor and internal technician productivity, manage escalations, and track completion metrics. PO & Invoice management and GC work audit. Virtual QCs and Corrective Actions. Manage Corrective Actions to Completion & Report on QC.
• Update tracking systems (e.g., Smartsheet, specialized dispatch tools like COS) with job statuses, customer rescheduling notes, and closeout data. Vetro database & Splicing info. Update Splice Matrix, PPC Completions, and Vendor Fiber Swap
• Design and implement workflow optimizations to cut customer cancellation rates and reduce missed appointments. Understand the D&I SOPs and manage control tower & GC techs accordingly
• Create daily, weekly and monthly reports on all the customers drop & installs with insight into success rate, cancellation rates, failure reasons, rescheduling analysis, network delays tracker etc
• Meet Service Delivery Key Performance Indicators (KPI’s)
• Daily install success rate should be above 70% and monthly success rate should be above 85%. The monthly installable (rate after pre & post customer cancellations) success rate should above 90%.
• Install made appointment rate target is 95% & above. Field tech should be at customer’s home with the 2 hours of the appointment window.
• All the temp drop resulting from either new installs or break=fix / Out of Service trouble ticket should be buried as per the market SLAs. NE SLA has 14 business days, and TX SLA has 7 business days.
• Works closely with market teams and GC tech to ensure timely completion of any network delay-related installs. Network delay installs should be completed within 5 business days of the original install schedule date. All exceptions will require approval from market leaders.
• Compliancy with QC Process in COS FSM is mandatory. Our target is to 100% of virtual QC and 10% of Physical QC. Virtual QC completed within NEXT business day should be above 90%. All the identified QC corrective actions should be completed within 5 business days.

Education and / or

Experience:

• Bachelor's degree or equivalent professional experience.
• 3 to 5 years of experience in OSP Engineering,…