Sr. Manager, Field Operations Training & Process Excellence

Major Duties

Classification:
Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities. Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.

Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Fidium is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live.

At Fidium, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.

We are seeking a field-anchored operational leader to drive performance, quality, and readiness across our Field Operations organization. This role partners directly with Field, Care, Dispatch, Product, Sales, and Vendor teams to diagnose performance gaps and implement scalable operational improvements that drive measurable results.

This is not a corporate learning & development role. The ideal candidate brings hands‑on experience in field operations environments and understands the realities of technician, contractor, and dispatch execution in live broadband or service‑driven operations.

• Support teams responsible for implementing operational standards, quality oversight, and field readiness across internal technician, contractor, and care center teams via training and other enablement means
• Diagnose performance gaps using operational data and KPI dashboards; design and implement targeted interventions to improve execution consistency.
• Support functional partners to deliver measurable improvement in key operational metrics, including:
• Installation efficiency and effectiveness
• First visit and call resolution
• Productivity
• NPS
• Assist in development and governance operational procedures across field technicians, dispatch, care centers, and back‑office teams.
• Partner with Product and Engineering, and other teams to ensure operational readiness for new product, equipment, and process deployments as they are deployed to colleagues in the field and call centers
• Support alignment across field and call centers to established scope of work and quality standards via robust training, content development, and engagement with process optimization
• Influence cross‑functional stakeholders through data‑driven insights and structured operational improvement plans.
• Prioritize initiatives based on business impact and scalability across markets in partnership with national and functional leadership

• 5+ years of experience in broadband, telecom, utilities, or other service‑driven field operations environments. Robust background with fiber broadband technology and hands‑on field experience greatly preferred.
• 2+ years of leadership experience in field operations, operational excellence, quality, or process engineering roles.
• Demonstrated success improving operational KPIs in a live field environment indirectly via training, process support, and other enablement activities.
• Experience leading process standardization, operational readiness, or quality initiatives impacting technician or contractor performance.
• Strong ability to interpret operational dashboards (Power BI, Tableau, or similar) to diagnose root causes and prioritize action.
• Proven ability to influence cross‑functional stakeholders and drive alignment across Field, Care, Product, and Vendor teams.
• Comfortable balancing strategic planning with hands‑on execution in a fast‑paced environment.

• Drives measurable results through operational discipline and…