National Operations Support Lead

At GFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our teams are expanding as we connect more cities and people to exceptional internet.

The application window will be open until at least August 23rd, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Role Description

The National Operations Support Lead is a critical leadership role responsible for driving operational excellence, efficiency, and continuous improvement across our national Fiber-to-the-Home (FTTH) network. This leader will build and direct a centralized support team that owns the end-to-end lifecycle of operational metrics—from creation and development to performance tracking and strategic improvement.

Acting as the vital bridge between corporate strategy and field execution, this role will partner deeply with market and regional teams to optimize Outside Plant (OSP) Construction, OSP Repair & Maintenance, as well as Drops, and In-Home Installation and Repair. The ideal candidate is a data-driven strategist and telecom operations expert who will use data to drive vendor accountability, permanently lower operational costs, and streamline processes across all markets.

In this role, you’ll:

• Serve as the primary national support mechanism for regional operations teams across OSP Construction, OSP R&M, Drops, and In-Home Installation & Repair.
• Partner with regional leaders to analyze local performance data, identifying root causes for underperformance and deploying targeted support to resolve them.
• Ensure alignment between national support and local market execution, driving consistency in how to operate from coast to coast.  
• Own the continuous improvement of metric reporting, transitioning raw data into actionable insights for regional leadership and market teams to put into practice. 
• Establish national performance baselines and target benchmarks for construction methods and  velocity, repair SLAs, drop completion rates, and in-home installation quality.
• Leverage performance data to partner with regional teams in holding third-party vendors and contractors accountable to SLAs and adherence to quality standards.
• Build, mentor, and lead a high-performing National Operations Support team composed of data analysts, process engineers, and operations specialists.
• Foster a culture of continuous improvement, analytical rigor, and collaborative partnership with field teams.

At a minimum we'd like you to have (5 of 5):

• Bachelor’s degree or equivalent practical experience.
• 7 years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries.
• 7 years of experience in Program Management directly leading projects.
• Experience with FTTH / GPON networks, deployments, and associated operational functions. 
• 5 years of experience in leading teams and in direct vendor management.

It's preferred if you have (6 of 6):

• Bachelor’s degree in Business, Engineering, Data Analytics, or a related field (Master’s/MBA preferred) or equivalent practical experience.
• 10  years of progressive leadership experience in telecommunications operations, specifically within FTTH, broadband, or cable industries.
• Deep understanding of OSP Construction, OSP Maintenance, Drop burials/aerials, and In-Home Installation & Repair processes.
• Proven track record of building and managing complex operational metrics, KPIs, and data visualization tools 
• Extensive experience managing large-scale outsourced vendor/contractor relationships, including contract optimization and performance score-carding.

The US base salary range for this full-time position is between $160,000 - $235,000 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

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GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF). 

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.