Operations Manager - Cincinnatti, OH

About the role

The Operations Manager, is a senior leadership role at DCOMM, responsible for overseeing Residential and Business Class Fulfillment Services and Bury Drop operations across multiple business units.

Responsibilities

• Lead Residential and Business Class Fulfillment Services and Bury Drop operations across regions, ensuring alignment with customer expectations, corporate goals, and industry standards.
• Directly oversee and mentor Operations Managers, ensuring consistent execution of fulfillment services operations and professional growth within their teams.
• Act as a senior representative for System Operators, providing professional, factual, and transparent communication. Address service challenges promptly, maintain strong relationships, and ensure commitments are met with precision and accountability.
• Manage the allocation of personnel, vehicles, and equipment across operations, ensuring efficiency and cost-effectiveness. Utilize customer-provided resource management platforms to track, analyze, and optimize operations.
• Oversee regional budgets, achieving KPIs such as Labor-to-Revenue (L2R), Management-to-Revenue (M2R), subcontractor payouts, and adherence to sales budgets. Provide regular financial performance updates to leadership and implement cost-saving measures.
• Monitor and enforce adherence to customer-defined metrics, including service timelines, quality standards, and satisfaction scores. Proactively address deficiencies with corrective actions to maintain high service levels.
• Champion a safety-first culture by promoting and enforcing compliance with OSHA regulations, company safety protocols, and local standards. Conduct safety training and audits across all business units.
• Ensure scheduling, dispatching, and work orders are completed efficiently and accurately. Oversee the use of customer-provided resource management platforms to maintain detailed records and identify opportunities for improvement.
• Oversee subcontractor performance across regions, ensuring adherence to quality, safety, and contractual standards. Foster collaboration and accountability to support operational success.
• Ensure proper maintenance, utilization, and accountability of company assets, including vehicles, tools, and equipment, across all business units.
• Ensure all operations comply with federal, state, and local regulations and company policies. Collaborate with HR and Risk Management to secure necessary permits, address compliance challenges, and uphold DCOMM’s values.
• Mentor Managers and Supervisors, addressing recruitment and retention challenges and building a pipeline of future leaders. Foster a collaborative and professional work environment to promote employee satisfaction.
• Identify and resolve complex operational challenges, leveraging data-driven insights to improve processes and outcomes. Communicate regularly with internal teams and leadership, providing updates on financial performance, customer satisfaction, and operational metrics. Deliver actionable insights to improve performance.
• Pursue strategic growth initiatives by expanding existing customer relationships and identifying opportunities for additional services and revenue. Collaborate with leadership to pursue strategic growth initiatives.

Requirements

• Extensive Leadership Experience: Minimum of 5-7 years of experience in a leadership role managing multiple business units in fulfillment services operations.
• Proven ability to lead and develop Field Managers, Field Supervisors, and Technicians in a high-activity telecommunications or broadband environment.
• Deep understanding of Residential and Business Class Fulfillment Services and Bury Drop operations, with a focus on workflows, customer metrics, and resource management.
• Demonstrated expertise in managing large budgets and achieving financial KPIs such as Labor-to-Revenue (L2R), Management-to-Revenue (M2R), and subcontractor payouts. Experience implementing cost-saving measures while maintaining service quality.
• Strong ability to manage high-level customer relationships with System Operators, addressing concerns proactively and communicating professionally and transparently.
• Advanced experience in optimizing field operations and leveraging customer-provided resource management platforms to improve efficiency and track performance.
• Strong commitment to enforcing safety protocols and ensuring compliance with OSHA regulations and company standards.
• In-depth understanding of federal, state, and local regulations related to fulfillment services. Commitment to upholding DCOMM’s values and ethical standards, including securing permits and ensuring legal compliance.
• Experience addressing recruitment and retention challenges, fostering collaboration, and mentoring high-performing teams.
• Experience using customer-provided workforce platforms, project tracking tools, and data reporting systems to optimize operations and improve decision-making.
• Adaptability and Resilience: Thrives in a dynamic, fast-paced environment, managing multiple priorities and adapting to changing demands while maintaining exceptional performance.
• Initiative and Growth Mindset: Demonstrates a commitment to personal and professional growth through training, certifications, and active involvement in industry organizations. Seeks opportunities to stay updated on industry trends and best practices.
• Licensing and Compliance: Must have a valid driver’s license within the state in which you reside, meet company MVR requirements, meet company criminal background check requirements, and pass company drug testing requirements.