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Fidium Fiber · 8 hours ago

Senior Manager, Training and Enablement - Field Operations

United States

Full-time

Remote

Senior Level

$80K/yr - $121K/yr

5+ years exp

Fidium Fiber is a next-generation fiber internet and network services provider committed to delivering reliable connections. They are seeking a strategic Senior Manager of Training and Enablement to lead a team supporting Field Operations, focusing on developing analytical solutions to improve customer outcomes and operational performance.

Telecommunications

Responsibilities

Lead the internal and external operational teams responsible for installation, service repair, and testing equipment and materials that will support fiber broadband products

Lead the group responsible for training and quality support for customer care centers and provide KPI improvement support

Develop, oversee and document procedures for our field technicians, care centers, and other back-office teams such as dispatch

Collaborate with the training team to identify and develop necessary tools, technical and soft training skills

Set and achieve key performance indicators for both internal and external resources

Prioritize workloads and projects cross-functionally as needed

Utilize relationships with vendor suppliers to help facilitate vendor training as well as establish

Work with product teams in the development and deployment of new products, services and processes

Work with the sales teams to drive product revenue and achieve sales penetration goals

Work with boundary partners for the respective functions to ensure KPI success

Understand, model and advocate all company policies and ensure compliance across functions supported

Qualification

Fiber broadband experienceData reporting toolsProject managementBusiness Analytics degreeLeadership skillsCommunication skillsInterpersonal skillsOrganizational skills

Required

Bachelor's degree in Business Analytics, Computer Science, Business or related field

5+ years of experience in a fiber broadband provider environment, with at least 2 years in a leadership or managerial role

Proven track record delivering complex projects that impact operational performance and customer experience

Experience with data reporting and dashboard tools such as Power BI, Tableau, or equivalent to review KPI performance and identify opportunities to provide training support

Demonstrated ability to influence cross-functional stakeholders through data-driven insights and project manage various operational initiatives

Excellent organizational, communication, and interpersonal skills

Ability to balance strategic thinking with day-to-day execution in a fast-paced, evolving environment